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Fareham, Hampshire Estée Lauder Companies
Description. Position Summary As ELC continues to evolve its retail IT landscape including the standardization of our core retail systems, there is a need to bring greater synergy between the local affiliate teams and to provide a closer management oversight by clustering the affiliates into smaller groups. This role acts as the IT Retail Support Lead for EMEA, covering the Western Markets North (Austria / Germany / Benelux / Switzerland / Nordics) and Emerging Markets South (Czech Republic / Slovakia / Hungary / Israel / Turkey / South Africa / India / Middle East) Clusters. The role takes line management responsibility for the local ICR teams based in Germany / Belgium / Switzerland / Czech Republic / Israel / Turkey / South Africa, and works to further develop synergies between the affiliates where the combined skills and capabilities can benefit the entire cluster. Key roles & responsibilities • People management responsibility for EMEA based retail support team (permanent and contract resource) within the specified markets • Day to day responsibility for service escalations from the individual affiliate ICR teams within the cluster and from 1st and 2nd line teams (where these are external to ELC) for affiliates without local ICR presence • Closer engagement and oversight of countries where there is no dedicated local retail support resource • Supports the introduction and evolution of ITSM tools and processes (standardization across the region) and ensuring a successful adoption and adherence by the team • Supports the service transition for the introduction of new solutions into the EMEA store estate within cluster • Ensures that localized needs and requirements are fully understood for any Global or Regional driven initiatives, either directly or through managing the relevant direct report within country • Supports the provision of data for reporting of KPI metrics • Collaborates with peers (IT Retail Support Leads) leading the other clusters, to ensure consistency of process and sharing of knowledge and ensuring regional alignment • Work with global teams and peers within the IT organization and collaborate on projects as needed. Qualifications. Job requirements & qualifications • Bachelors Degree/HND or Equivalent • Some travel within EMEA countries • ITIL Service Management certification at minimum of Foundation Level • Proven people management skills and experience managing remote teams (preferably with multi-cultural experience) • Understanding of retail especially POS • Technical troubleshooting skills with ability to troubleshoot issues through to resolution • Excellent communication and stakeholder management skills • Ability to work independently and as part of a distributed team • Flexibility to support other business critical solutions within the retail environment as needed • Methodical in approach • Ability to set priorities and meet deadlines; ability to make decisions with limited information • Strong customer and service focus.
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