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Tier-1 brand and a mid-level, broadly-skilled retail IT delivery role increase candidate competition.
Core ITSM skills are transferable but retail-specific and Cegid experience increase industry specificity.
Mandated 7+ years, ITIL v4 certification, and global L3 retail experience create strict shortlisting filters.
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Own and manage Level 3 (L3) global IT service operations for retail solutions, acting as the final escalation point for critical incidents unresolved by L1/L2 support.
Coordinate between global solution owners, third-party vendors, and local IT teams to ensure rapid root cause analysis, service transition, and continuous service improvement.
Oversee vendor management, monitor service health dashboards and KPIs, and lead global L3 operational reviews to drive proactive problem management and adherence to ITSM best practices.
Bachelor’s degree in Information Technology, Computer Science, or related discipline.
7+ years of IT service delivery or operations management experience, including at least 3 years supporting global or multi-region L3 IT support environments.
ITIL v4 Certification and deep knowledge of ITIL v4 processes, especially Incident, Problem, and Change Management.
Proficiency in English and proven experience supporting Retail IT ecosystems.
Experienced in managing complex, multi-layered IT support structures across distributed L1/L2/L3 teams and multiple time zones within global retail environments.
Skilled in stakeholder management and vendor coordination to enforce SLAs and improve service delivery for retail IT platforms, including knowledge of Cegid Retail and ITSM tools like ServiceNow or Jira.
Has led or supported global retail IT rollouts or transformation projects with a focus on operational readiness, service transition, and continuous improvement.