Job Summary
Job Description: Retail Specialist Project Manager
Position Overview
The Retail Specialist Project Manager will be working 5 days a week from Lucknow – HCL/client location . He/she will be responsible for ensuring all retail stores operate smoothly from an IT perspective. This role manages day-to-day IT support, incident resolution, service delivery, store openings/closings, POS system stability, and coordination with vendors and central IT teams. The retail project manager acts as the primary point of contact for store operations regarding IT systems, ensuring minimal downtime and excellent in-store customer experience.
Key Responsibilities
1. IT Service Delivery & Support
- Manage end-to-end IT support for retail stores (POS, payment terminals, network, Wi-Fi, printers, handheld devices, tablets, digital screens, etc.)
- Ensure timely resolution of incidents, service requests, and escalations.
- Monitor store system performance and take proactive actions to avoid service interruptions.
- Coordinate with central/global IT teams on system outages, updates, and releases.
- Create dashboards in Service Now and generate reports as per project requirements
2. Vendor & Partner Coordination
- Manage relationships with service providers, hardware vendors, and field support technicians.
- Ensure vendors meet SLA commitments for onsite visits, repairs, and maintenance.
- Review vendor performance and escalate issues when needed.
3. Store Projects & Deployments
- Support new store openings, relocations, and refurbishments from an IT standpoint.
- Oversee installation of POS systems, network setups, cabling, security systems, and store technology.
- Coordinate upgrades, migrations, and hardware refresh cycles across stores.
4. Incident & Problem Management
- Track recurring issues and drive root cause analysis.
- Implement long-term fixes to improve system reliability and reduce downtime.
- Maintain IT documentation, playbooks, procedures, and knowledge articles for store support.
5. Compliance, Security & Standards
- Ensure all store IT equipment and processes comply with corporate IT and security policies.
- Maintain inventory of store IT assets and ensure proper lifecycle management.
6. Communication & Stakeholder Management
- Serve as the primary IT contact for Retail Operations, Store Managers, Partners & internal IT team.
- Communicate planned maintenance, outages, and upgrades clearly and timely.
- Provide regular updates to management on store IT performance, risks, and improvement plans.
Required Skills & Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 8+ years of experience in IT service management or support, preferably in retail.
- Strong understanding of retail systems: POS, payment devices, store network, inventory scanners, mobile solutions, printers.
- Experience with ITIL processes (Incident, Change, Problem Management).
- Knowledge of Windows, Mac, iOS/Android devices, networking basics, and audio-video.
- Excellent coordination, communication, and stakeholder management skills.
- Ability to multitask, prioritize, and operate in fast-paced retail environments.
- Experience working with external vendors and service providers.
Preferred Qualifications
- ITIL Foundation certification.
- Experience in global/multi-country retail environments.
- Knowledge of PCI-DSS and data privacy requirements.
- Experience with service management tools (ServiceNow, Jira, Ariba, etc.).
Key Success Factors
- Minimal store downtime and improved service SLAs.
- Smooth execution of store projects and technology rollouts.
- Strong relationships with store teams and business stakeholders.
- High customer satisfaction from store staff and operations teams.
- Meet project deadlines
- Deliver report as per deadlines and with 100% accuracy
Key Responsibilities
1. To implement best practices, develop processes/procedures and identify process efficiency measures so as to improve deliverables' quality & innovate global project management methodology with a view to maximize value provided to the business units
2. To work closely with customer/business units and ensure positive customer satisfaction for deliverables provided
3. To contribute to business growth through expansion of current service offerings and is accountable for scope, budget and delivery of projects
4. To monitor the progress of project and deliverables so as to submit weekly project status reports in a timely manner
5. To review & analyze deliverables and performance of teams across projects to ensure that all project deliverables are completed in the agreed customer timelines
6. To effectively manage the project team to ensure timely completion of all customer project deliverables assigned to each team member
7. To provide required support to resolve escalated issues related to projects undertaken and team performance.