Regional Retail IT Support Lead

hace 6 meses

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

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