Retail Service Manager

Created: 26-08-2020

Deadline: 11-10-2020

Category: IT

Location: Baltimore, Maryland

The Retail Service Manager is responsible for the overall IT Operations service delivery to the PANDORA stores in the Americas region and must collaborate closely with multiple business stakeholders and IT functions.Pandora Americas operate more than 400 stores in the region, and you will play a key role in managing the delivery of new stores, store services, and store support services . This position is under the Retail and Onsite Support Services team, and you will have colleagues in most countries around the worldThe Retail Service Manager will manage and oversee several service providers and ensure they deliver the agreed services, on time, and within agreed budget. Some travel regionally will be expected.Duties will include strong alignment with the retail technology team, global service desk teams, infrastructure teams, global IT teams, and business stakeholders to offer a consistent, resilient, and measurable support of Pandora’s stores

Essential Functions:

  • Focal point for Retail stakeholders in the region
  • Manage our global partners and their deliveries in the region
  • Manage the operational aspects of new store openings and other related store activities
  • Analyze performance of Retail Store technology, identify problem areas, and devise and deliver solutions to enhance quality of service and issue prevention
  • Develop, track, and analyze Retail Infrastructure support incidents, problems, and trends; identify and respond to training gaps.
  • Develop and implement processes and documentation for repeatable new store infrastructure implementations and upgrades
  • Act as escalation point for Retail IT issues
  • Serve as managing lead for the implementation of projects for new or enhanced infrastructure technologies or services
  • Plan, manage, and execute the implementation of standardized Retail Infrastructure for stores
  • Ensure all new technology solutions are well documented and on-boarded into Retail Support teams
  • Subject matter expert on how all technology components within our retail environment function and are supported
  • Develop and improve retail service concepts
  • Continuously focus on improving the support services delivered to PANDORA stores

Something About You:

  • 3-5 years experience with international retail IT
  • Bachelors degree in data science, IT, communications or related field
  • Exceptional written and oral communication skills with the ability to present ideas in user-friendly language to non-technical staff and end users
  • Knowledge of workflows in ITSM systems
  • A strong sense of Business urgency and a customer centric approach to tasks
  • Project Manager mentality and approach to tasks and projects
  • A dynamic profile with a structured approach to work
  • Analytical and able to easily present multi-source data in a simple structure
  • Ability to oversee several running projects next to BAU responsibilities
  • Strong stakeholder communication skills
  • Independent and able to work in a remote team with an internationally based manager
  • Outspoken and able to communicate to all levels of an organization

Travel Required: up to 20 days per year

If you are interested in this position, please send your resume to

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