Service Delivery Analyst

Our vision is to have world-class Retail Technology Operations, where our monitoring and measurement program identifies potential risks and problems before they become impactful; issues raised by team members or customers are quickly and effectively triaged and either resolved or directed to appropriate teams; customer & business impacts are minimized or mitigated wherever possible; relevant stakeholders are clear on the status of issues & communication is timely and appropriate; ongoing and repeat problems are identified and root causes are understood and rectified; and we organizationally are appropriately prepared and ready for peak periods in the relevant clusters.

As our new Retail Tech Analyst you will be responsible for the overall Digital Store Operations service delivery to the PANDORA stores in the Cluster(s) and must collaborate closely with multiple business stakeholders and Digital & Technology functions.

The Retail Tech analyst will play a key role in supporting POS, Fiscal solution (if any), hardware and network in the stores and act a SME for our Vendors and Support teams. He/she 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 other Retail DevOps teams, both in and outside Digital & Technology, global service desk teams, platform teams, and business stakeholders to offer a consistent, resilient, and measurable support and operations of Pandora’s stores in the cluster.

Your areas of responsibilities will also include:
Stakeholder Management:

• Focal point for Retail stakeholders in the clusters and markets.
• Close collaboration with local retail business stakeholders and key resources.
• Lead weekly/monthly meetings within the Cluster(s) management team(s) and take ownership of Continuous Service Improvements.
• Act as Ambassador on behalf of D&T in the Cluster.
• Manage local business expectations based on global direction.

Service Management:

• Ensure timely, effective IT service delivery, fulfilling SLAs and KPIs in collaboration with relevant teams.
• Act as cluster SME for our POS support application and represent the cluster for the DevOps POS team.
• Manage escalations with the support of our global support team and ensure problem management.
• Ensure all new technology solutions are well documented and on-boarded into Retail Support teams.
• Continuously focus on improving the support services delivered to PANDORA stores.
• Analyse performance of Retail Store technology, identify problem areas, and devise and deliver solutions to enhance quality of service and issue prevention to reduce costs in operation and increase stability in our Stores.
• Improve Internet connectivity in the Stores and make sure the budget owner is approving relevant costs.
• Facilitate communication between IT Operations, other IT units, and occasionally business units to align IT services with organizational objectives.
• Develop and implement processes and documentation for repeatable new store infrastructure implementations and upgrades.
• Ensure hardware stock is available for Operation.

Project Management:

• Help Delivery Managers team to drive the operational aspects of new store openings and other related store activities – Subject Matter Expert function.
• Task and Project management and participation for retail projects in all clusters or technical domains.
• Serve as managing lead for the implementation of projects for new or enhanced infrastructure technologies or services.

Technology:

• Subject Matter Expert on how all technology components within our retail environment function and are supported.
• Develop, track, and analyse Retail Infrastructure support incidents, problem management, and trends; identify and respond to training gaps.
• Be the link between our Fiscal provider and Pandora and develop and support the service.
• Help D&T management to build a solid Operation Centre unit (Detect & Fix, is better than react approach on incidents.
• Develop and improve retail service concepts.

Vendor management:

• Manage our global partners and their deliveries in the region/cluster.
• Initiate conversation with external suppliers to guarantee the requisite services delivery based on demands and/or local solutions.

You’re perfect for this role if you have:

• 3-5 years of strong experience with international Retail IT.
• Fluent in English and French.
• Strong Service Management & Stakeholder management skill set.
• Experience with Fiscal services.
• Exceptional written and oral communication skills with the ability to present ideas in user-friendly language to non-technical staff and end users.
• Astrong sense of Business urgency and a customer-centric approach to tasks.
• Project Manager mentality and approach to tasks and projects.
• Agile working experience is beneficial.
• ITIL knowledge is mandatory; certification is beneficial.

Your new team

Pandora operates hundreds of stores in the cluster, and you will play a key role in managing the delivery of new stores, store services, and store support services. This position is in the Retail & Tech Operations organization, and you will have colleagues in many countries around the world.

Did we get your attention?

If you see yourself in the position and would like to become a part of Pandora’s future, please do not hesitate to apply. We look forward to hearing from you!

We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible. You can also read more about Pandora on our corporate site www.pandoragroup.com.

Icing on the cake

You will be working out of our beautiful Regional Digital & Technology France HQ in Paris, in a rapidly growing team with highly skilled and experienced colleagues. This is a key initiative that aligns with Pandora's experience and ambitions. Additionally, you will have the opportunity to take part in creating an eco-friendly environment - not just talking about it, but also implementing it. All in all, what we offer is a professional and dynamic environment that is unique, fun and inspirational - delivering a true Pandora experience to anyone who works here.

About Pandora

Pandora is the world's largest jewellery brand. The company designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,500 points of sale, including more than 2,500 concept stores.

Headquartered in Copenhagen, Denmark, Pandora employs 32,000 people worldwide and crafts its jewellery at two LEED-certified facilities in Thailand. Pandora is committed to leadership in sustainability and will purchase only recycled silver and gold for crafting its jewellery by 2025 and halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated sales of DKK 26.5 billion (EUR 3.6 billion) in 2022.

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status, and age.