Main purpose of the role: The Retail Tech analyst is responsible for the overall Digital Store Operations service delivery to the PANDORA stores in the APAC/ANZ region (Australia, New Zealand and wider APAC markets) and must collaborate closely with multiple business stakeholders and Digital&Technology functions. Pandora operates a large and growing store network across Australia, New Zealand and the wider APAC region, 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. The Retail Tech analyst will play a key role in supporting POS, Fiscal solution (if any), hardware and network in the stores and act as 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 regional travel across APAC/ANZ 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 APAC/ANZ region, working across multiple time zones. Key accountabilities: Stakeholder Management: - Focal point for Retail stakeholders in the APAC/ANZ markets.
- Close collaboration with local retail business stakeholders and key resources.
- Lead weekly/monthly meetings within the APAC/ANZ regional management team(s) and take ownership of Continuous Service Improvements.
- Act as Ambassador on behalf of D&T in the APAC/ANZ region.
- 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 regional SME for our POS support application and represent APAC/ANZ 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.
- Analyze 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 APAC/ANZ markets 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 analyze Retail Infrastructure support incidents, problem management, and trends; identify and respond to training gaps.
- Be the link between our Fiscal/local compliance providers (where applicable) and Pandora and develop and support the service.
- Help D&T management to build a solid Operation Center 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 APAC/ANZ region.
- Initiate conversation with external suppliers to guarantee the requisite services delivery based on demands and/or local solutions.
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