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.
Competency Requirements:
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.
Experience
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
R-20260630-0047