Regional Retail IT Support Lead

hace 7 días


Panama Puma Energy A tiempo completo

Main Purpose:
In line with the Group IT and Retail IT strategy and policies, support the implementation of new retail IT solutions in the Americas Region and other core solutions within all countries within the Americas region.

Act as a single point of accountability for IT services and support within the Americas region.

Specific projects will be determined based on business priorities

Knowledge Skills and Abilities, Key Responsibilities:
Key Responsibilities:
Support the Regional Retail IT Operations, including oversight of local vendors
- Oversee communications with local retail IT Vendors such as:

- POS / BOS / HOS / QSR Suppliers and Maintenance Providers
- Network infrastructure maintenance
- Mobile payments functionalities
- Fleet Solutions
- Loyalty Solutions
- Serve as escalation point for Level 1, 2 and 3 support, coordinating with Vendors, Regional and/or Global Retail IT team as needed
- Serve as escalation point of contact for any IT support and operational matters with Dealers
- Provide Retail IT functional training to key users and dealers as required

Own and Manage End-to-End Retail IT support services, including Puma Retail infrastructure

Drive “silent running” delivery and philosophy based on ITIL into the Regional IT Operations
- Incorporate Puma IT Service Management best practices providing value to customers (Puma)
- Maintain updated inventory of IT solutions and architecture, system configuration, interfaces etc.
- Support Regional Retail Manager, Regional Retail IT Lead and Country Key user in developing Puma Retail IT Roadmap
- Proactively identify, control and mitigate Retail IT operational risks

Manage all IT Incidents, Change Management, and Capacity, Availability, Problem and Escalation processes
- Incident tracking, Incident follow up and incident closure with the correct documentation
- Change management in accordance to Puma IT policies and documentation
- Maintain optimal level of service to avoid Capacity and availability issues
- Enforce correct Escalation Processes
- Provide weekly reports with incident management
- Represent Americas Retail IT in global CAB calls

Liaise with Global Retail IT team, Global Service Management team and Contractors
- Provide Global Retail IT and Regional Retail IT team all necessary information for Global tracking and notifications
- Provide monthly reports with Updates, requirements, changes in Retail IT Operations

Coordinate vendor relationships, Service Level Agreements (SLAs), Perform Local Audits, Operations Integrity, Service Continuity (DR/BCP)
- Facilitate and Support vendor management performance review sessions
- Track and manage SLA performance and compliance
- Minimum of one yearly audit for key vendors
- Support enterprise DR tests
- Define BCP for Legacy systems to ensure business continuity

Support the implementation and execution of Regional Retail IT Strategy within the Region

**Requirements**:

- Ability to travel - 25% to 30%
- Ability to work in a fast paced and high pressured environment
- Speak Spanish and English fluently
- Capable of managing multiple initiatives and remote/offshore resources

**Experience**:

- Superior degree with experience on managing IT projects, IT services
- 5 years minimum of experience in IT retail technical role
- Multicultural environment experience
- Knowledge of Fuels and Convenience Retail businesses and key processes
- Strong understanding of how IT can enable superior business performance and contribute to growth targets
- Proven ability to translate business requirements into IT solutions (preferred)
- Proven change management / training skills, and in particular in a multi-cultural environment
- 3-5 years of experience in IT operations support, business analysis and systems development
- Knowledge of Fuels and Convenience IT solutions

**Skills**:

- Broad IT experience (Retail IT systems, IT Infrastructure, mobility solutions, projects delivery and IT business analysis)
- Retail business knowledge and retail fuel and convenience management systems
- Analytical and problem resolution skills
- Experience with B2C business
- Communication skills
- Interpersonal skills and team working also virtually
- Strong experience developing credibility with internal and external partners
- IT service management certification, ITIL preferred

Competencies:

- Strongly organized and structured
- Important to be able to work with the business users at all level of the organization
- A can do attitude
- Able to priorities work and deal with conflicting requirements
- Innovative and autonomous
- Strong team player
- Change management skills and stakeholder management skills

Key Relationships and Department Overview:

- Internal - GM, Finance Managers, Retail Business managers, Convenience Retail leads, Territory Managers, and key users in all countries, FSO team.
- External - Applications support providers, Group IT solutions/services providers, in-country IT providers for retail busine


  • Regional IT

    hace 4 semanas


    Panama Puma Energy A tiempo completo

    Main Purpose: Duties include understanding databases, analyzing data and responsible for creating and maintaining data models utilizing Microsoft Azure and Tableau to generate actionable insights and visualizations to support decisions making for our retail business line. Also, role contribution can help analysts and managers improve business, extracting...

  • Regional IT

    hace 4 semanas


    Panama Puma Energy A tiempo completo

    **Main Purpose**: Duties include understanding databases, analyzing data and responsible for creating and maintaining data models utilizing Microsoft Azure and Tableau to generate actionable insights and visualizations to support decisions making for our retail business line. Also, role contribution can help analysts and managers improve business, extracting...


  • Panama City adidas A tiempo completo

    Director Retail Operations Purpose & Overall Relevance for the Organization: To provide LAM Retail Organization in countries with the right operations guidelines according to Global Retail Center of Excellence and monitor execution to ensure consistency, identify best practices and gather feedback. Develop and implement business and consumer focused...

  • IT Support Analyst

    hace 4 semanas


    Panama Control Risks A tiempo completo

    The IT Support Analyst is a split of 80% doing back office DTS activities and 20% to support local office of Panama region to provide day-to-day setup, delivery, trouble-shooting and problem-solving for new employees and leaving employees. Additionally, this role will support permissions setup and modifications for existing employees **Back Office...


  • Panama Adidas A tiempo completo

    Director Retail Operations Purpose & Overall Relevance for the Organization: - To provide LAM Retail Organization in countries with the right operations guidelines according to Global Retail Center of Excellence and monitor execution to ensure consistency, identify best practices and gather feedback. Develop and implement business and consumer focused...


  • Panama Regional Service Group A tiempo completo

    Somos la compañia de Retail y Whosale más grande en la región de Latinoamérica, con presencia en Panamá, Colombia, Costa Rica, Honduras, Nicaragua, El Salvador, Guatemala, República Dominicana, Ecuador, Argentina y Uruguay. **Bajo SLA Corp. operan las siguientes cadenas**: Sportline, Nike, Under Armour, Kicks, Converse, Swissbrand, Jhonston&Murphy,...


  • Panama Fanatics A tiempo completo

    Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect...


  • Panama Msd France A tiempo completo

    We are on the lookout for a dynamic and visionary leader to spearhead our Onsite IT Support Product. This pivotal role is all about enhancing the user experience when interacting with our Onsite IT support technicians. Your mission will be to standardize the service quality, look, and feel across various regions and sites, implementing best practices in...

  • IT Support/technician

    hace 2 semanas


    Panama Quattris Global A tiempo completo

    Installation and troubleshooting of IT software and hardware Router Switches AP Firewalls SDWANs PCs Printers - Working with remote team and other onsite engineers **Job Types**: Full-time, Part-time, Temporary, Contract, Permanent Contract length: 1 day Pay: B/.20.00 - B/.35.00 per hour Expected hours: 40 per week Application Question(s): - Do you...


  • Panama Tumi A tiempo completo

    **Job Description Who we are**: Since 1975, TUMI has been creating world-class business, travel and performance luxury essentials, designed to upgrade, uncomplicate, and beautify all aspects of life on the move. Blending flawless functionality with a spirit of ingenuity, we’re committed to empowering journeys as a lifelong partner to movers and makers in...

  • IT Customer Support Agent

    hace 3 semanas


    Panama TopManage A tiempo completo

    **Nuestro IT Customer Support Agent debe**: - Experiência en soporte técnico en temas de IT. - Tener experiência en el uso de aplicaciones Empresariales tipo ERP _(SAP Business One, Microsoft Dynamics, Sage o similares)._ - Tener conocimientos contables y/o administrativos. - Estar orientado al servicio al cliente y a la solución de problemas. - Tener...


  • Panama Malvern Panalytical Ltd A tiempo completo

    and external developments, tools and established technologies, consider relevancy/suitability and formulate improvements on IT resources.Initiate and realize improvements regarding to the incident, problem and change management process and activities. IMPACT: High user satisfaction due to excellent service deliveryPoint of contact for MP IT user communityKEY...

  • Buyer - It

    hace 4 días


    Panama Nestlé A tiempo completo

    **Position Summary**: We are currently looking for a highly competent Buyer based in Panama, responsible for managing commercial and sourcing activities within the IT category used by Nestlé worldwide.Reporting directly to the Global Category Lead, your main responsibility will be to implement the category strategy on a regional & global level as required -...


  • Panama Samsung A tiempo completo

    1.Set the strategy and guideline for field force management and lead to implement those strategies and guideline in accordance with the local situation2.Plan and Execute training for sales field forces to enhance the sales capability3.Develop the content that field force can use for sales and promotion to enhance sales success rate4.Retail Administration...


  • Panama Caterpillar A tiempo completo

    **Career Area**:Marketing / Sales / Product Support**: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just...


  • Panama Caterpillar A tiempo completo

    **Career Area**: Marketing / Sales / Product Support Job Description: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities....


  • Panama United Nations A tiempo completo

    The United Nations Environment Programme (UNEP) is the United Nations system's designated entity for addressing environmental issues at the global and regional level. Its mandate is to coordinate the development of environmental policy consensus by keeping the global environment under review and bringing emerging issues to the attention of governments and...

  • Buyer - It

    hace 3 semanas


    Panama Nestle Operational Services Worldwide SA A tiempo completo

    **Position Snapshot**: Location: Panama City, Panama Company: Nestrade Procurement Division Act. Rate: Full-Time Act. Rate 100% Type of contract: Permanent contract **What we offer at Nestlé**: - Flexible work policies in terms of core hours and working from home. Please talk to us during the recruitment process about what flexibility could look like for...

  • Buyer - It

    hace 2 semanas


    Panama Nestle Operational Services Worldwide SA A tiempo completo

    **Position Snapshot**: Location: Panama City, Panama Company: Nestrade Procurement Division Act. Rate: Full-Time Act. Rate 100% Type of contract: Permanent contract **What we offer at Nestlé**: Flexible work policies in terms of core hours and working from home. Please talk to us during the recruitment process about what flexibility could look like for...


  • Panama Fanatics, Inc. A tiempo completo

    Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect...