Expert Service Delivery Tech, Retail (零售服务交付专家)

Role & Responsibilities:

Job Definition (Key Purpose of the Job):

To maintain the day-to-day IT operational support for retail stores in his or her local market(s).  To support the regional store initiatives and operations as needed.

Key Result Areas:

• Provide first and single contact for retail stores IT needs and daily issues.
• Provide day-to-day system administration and technical support services including network connectivity, software tools, on regional IT facilities
• Monitor Service Desk tickets assigned to the queue and resolve in timely based on the severity; Analyze the incident tickets, determine root cause, and area for improvement
• To manage the performance of outsourcing vendors to support Asia retail stores ensure that service levels are achieved, meeting, and exceeding expectations in regard to defined KPIs, SLAs, and customer expectations/requirements.
• Work closely with businesses, understand their needs and fine tune the support process
• Deliver and manage local deployment of regional and global projects
• Document standards, procedures and perform proactive operations for IT support
• Conduct retail system training for business and outsourcing vendors
• Manage 3rd party vendors by reviewing vendors’ performance and devise improvement plans if required
• Source local country vendor for various IT support needs (e.g. network/broadband providers, WIFI services etc.)
• Work with country, regional retail managers for new store opening and store closure in an effective manner.
• Handle issues, make suggestions for improvement
• Being flexible to stand by & support during odd hours when is required.
• Escalate and report all emergency cases to regional support team.

Behavioral Competencies -

Integrity, Courageous, Curious, Persevere, Empathy

Functional Competencies –

• Experience in industry common POS and CRM systems
• Vendor management experience
• Candidates with a background in system support within the retail sector are strongly preferred.

• Minimum Relevant Experience: 3-5 years
• Minimum Supervisory Experience: n/a
• Nature of Work: Service management, vendor management, technology management
• Solid knowledge of POS related Hardware and Software knowledge.
• Knowledge of retail technologies, IT service management/ITIL is an added advantage
• Ability to interface with users and IT teams
• Strong personality with excellent communication,
• Confidence working with staff up to the highest levels of management
• Highly motivated and strong team player