Retail IT Service Manager

Posted: 28 Jun 2018

Deadline: 5 Aug 2018


IT Service Manager with specialized experience and passion for Retail IT service delivery 

Job Description:   
A key focus area in Global IT is to ensure a high quality IT Service delivery to our PANDORA stores worldwide. As IT Service Manager in our Retail IT Service-team  your will have an unique opportunity to develop and mature retail focused IT Services provided to PANDORA stores. 
The Retail IT Service Manager is responsible for the delivering IT Operations services to the PANDORA stores within the region. Pandora currently operates ~2450 Owned &Operated (O&O) stores and many more with Franchise partners. PANDORA will increase the share of O&O to more than 3000 in the coming years, and you will play a key role in managing the delivery of stores regionally. This position reports to PANDORA’s global Head of Retail IT Operations, who is located in Copenhagen, where the position will also be based to ensure direct collaboration with the key stakeholders.
The Retail IT Service Manager will manage and oversee several service providers and ensure they are delivering the agreed services, on time, and within agreed budget. Some travel regionally will be expected.
Main responsibilities:
  • Store Services: the Retail Service Catalogue (Store-in-a-box, store support processes and infrastructure technology solutions, and vendor platforms across all applicable retail stores) – all aligned with the service owners of the core services. 
  • Ensuring continuous updating and improving the service portfolio Catalogue and optimising the accessibility for key retail stakeholders.
  • Focal point for North Europe retail stakeholders.
  • Responsible for managing the Store IT Portfolio.
  • Store IT Service Process management.
  • Operational vendor management with global partners.
  • Project Management/Representation for group projects.
  • Develop and improve retail service concepts together with colleagues.
  • Project Management in regional projects.
  • Continuously focus on improving the support services delivered to PANDORA stores.
  • Stakeholder management: Close collaboration with HQ retail business stakeholders and key resources.
  • Service delivery reporting and monitoring.

Professional qualifications:
  • Strong experience with international Retail IT services.
  • Exceptional written and verbal English communication skills with the ability to present ideas in user-friendly language to non-technical staff and end users.
  • Knowledge of workflows in ITSM systems (ITIL capabilities).
  • Experience in contract management of IT contracts and Service Orders.
  • A strong sense of Business urgency and a customer centric approach.
  • Project Manager mentality and approach to tasks and projects.
  • Customer Centric approach to support and processes.

Personal qualifications:
  • A dynamic profile with a structured approach to work. 
  • Analytical and able to easily present multi-source data in a simple structure.
  • Ability to oversee several running projects next to BAU responsibilities.
  • Strong stakeholder communication skills.
  • Outspoken and able to communicate to all levels of an organization.

PANDORA employees must demonstrate the ability to apply the core values of Pride, Passion and Performance to their position.  They are expected to use the values to help the business reach its vision, in accordance with the strategy.
We offer:
You will be part of a company in an exciting business area and work in an international hub of can-do spirited, passionate and performance-driven people. We are a new and growing department of now 4 people located in different locations around the world.
If you would like to know more about the position, please contact Brian Østerkjærhuus Jensen, Head of Retail IT Operations on +4572195086.
If you see yourself in the position and would like to become a part of the PANDORA world please click here to apply. 

PANDORA designs, manufactures and markets hand-finished and contemporary jewellery made from high-quality materials at affordable prices. PANDORA jewellery is sold in more than 100 countries on six continents through around 7,700 points of sale, including more than 2,400 concept stores.
Founded in 1982 and headquartered in Copenhagen, Denmark, PANDORA employs around 25,300 people worldwide of whom more than 13,000 are located in Thailand, where the Company manufactures its jewellery. PANDORA is publicly listed on the Nasdaq Copenhagen stock exchange in Denmark. In 2017, PANDORA’s total revenue was DKK 22.8 billion (approximately EUR 3.1 billion).
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