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Service Delivery Manager - Retail Systems

Country : USA

State : Texas

County : Harris County

Town : Katy

Category : Logistics

Contract type : Permanent

Availability : Full time

Company presentation

At Fossil, we dare to dream, disrupt, and deliver in a better way. Our goal is simple - bring innovation, style, and connectivity to an industry ripe for change. Fossil is on a mission to revamp the way fashion accessories are done. We are committed to creating great watches, jewelry, handbags, small leather goods and wearables by investing in technology and long-term value creation. With our diverse portfolio of proprietary and licensed brands, along with department stores, specialty stores, eCommerce websites, and company-owned and operated retail stores, we are building a leading fashion- and tech-forward accessories company. Are you in?

Job description

As a Service Delivery Manager, you will play an important role in the day-to-day support functions throughout Fossil's global business by working closely with our service provider to ensure service level agreements are met on a consistent basis.

Your success in this role will depend heavily on building strong relationships within the IT department, with the vendor, and with business stakeholders and being able to understand the criticality and business impact of issues as they arise. In this role, you will be given the opportunity to enhance processes throughout our RUN organization, helping create a proactive and prepared approach to problem-solving.

In this role, you will specifically be overseeing the support provided for our retail store systems, including our Point of Sale (POS). You will be involved with store openings, closures, and moves within the Americas region. Additionally, you will oversee deskside support provided throughout the Americas region.

This position is based in our global headquarters in Richardson, TX and is part of our IT Team.

Profile

Aligning with Fossil's core values, we are looking for someone who:
- Develops strong partnerships across our organization
- Brings a positive, service-oriented approach to work
- Is driven by creating unique and efficient solutions for business challenges
- Can articulate thoughts clearly as well as listen to and considers others' ideas
- Is passionate about their contribution to Fossil
- Has a great time at work and encourages others to do the same
Your Experience:
- You are a degreed professional who has successfully led and improved the delivery of technical support provided by an outsourced partner within a global IT setting
- You are a leader in your field and build collaborative relationships with internal teams, company leadership, and external partners
- You have used ServiceNow or a similar system to measure and manage KPIs and hold service providers accountable for support SLAs
- You are mindful of the impact of technical issues on business priorities and respond accordingly
- You are inquisitive, analytically-minded, and have a strong technical aptitude
- Previous support of retail teams, and experience with retail systems (OMS, POS) are highly preferred for this role
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