Senior Service Officer

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

YOUR MISSION

The Senior Service Officer – Tech will play a pivotal role in supporting the IT Manager in overseeing and optimizing the local subsidiary's IT operations. This position involves ensuring the efficient delivery of IT services, contributing to strategic IT planning, and actively driving digital transformation initiatives. The Senior Service Officer – Tech will be responsible for maintaining robust IT infrastructure, managing key projects, and fostering a culture of continuous improvement and customer satisfaction within the IT department.

KEY RESPONSIBILITIES

IT Operations & Infrastructure Management

• Oversee and ensure the reliable operation and maintenance of all essential IT infrastructure for business operations, including local area networks (LAN), wireless networks, internet connectivity, servers, storage, backups, printing solutions, and security systems (e.g., anti-malware, firewalls).
• Lead and manage the provision of Level 1 and Level 2 technical support for system-related issues, user queries, and SAP support, ensuring timely resolution and a strong customer-focused approach.
• Supervise the configuration, installation, and maintenance of IT equipment, including computers, peripherals, software, and mobile devices, ensuring adherence to company standards.
• Manage hardware and software inventory, including planning and executing hardware refresh cycles and optimizing asset lifecycle management.
• Develop, implement, and enforce IT operational reports, procedures, and policies, driving continuous improvement in service delivery and operational efficiency.
• Ensure strict adherence to Company IT policies, security protocols, and regulatory compliance.
• Mentor and guide junior IT staff, fostering their professional development and technical capabilities.

IT Project Leadership & Strategic Contribution

• Supporting the IT Manager in IT project deployments and implementations related to IT in office and boutique environments, ensuring projects are delivered on time, within scope, and budget.
• Actively contribute to and drive digital transformation initiatives by researching, identifying, and evaluating new technologies and solutions to address business challenges and enhance operational efficiency.
• Oversee the delivery of training on IT infrastructure and applications to promote user adoption and digital literacy within the organization.
• Collaborate closely with the Regional Digital Development team, acting as a key liaison for local requirements, promoting in-house digital products, and providing technical assistance for product rollouts.
• Proactively identify and recommend new technologies and solutions to enhance operational efficiency and business services, presenting findings and strategic recommendations to management.

IT Vendor & Resource Management

• Manage and optimize IT procurement processes, including purchase order creation, goods receipt verification, invoice tracking, and reconciliation, ensuring cost-effectiveness and compliance.
• Oversee IT vendor management in SAP, including the creation, extension, and updating of vendor records to ensure accuracy and compliance.
• Lead vendor relationship management, negotiate service level agreements (SLAs), and conduct cost-benefit analysis for large IT procurements to ensure optimal value and service delivery.

QUALIFICATIONS

Education:

• Bachelor's degree in Information Technology, Computer Science, or a related technical field.

Experience

• Minimum of 5 years of progressive experience in IT roles.
• Proven expertise in IT infrastructure management, helpdesk operations, and successful project delivery.
• Strong experience working in a Windows environment, including Office 365, SharePoint, and Exchange.
• Experience with Retail Point-Of-Sales (POS) systems and SAP is highly desirable.

Technical Skills

• Advanced understanding of networking protocols and services (DNS, DHCP, TCP/IP, LAN/WAN, FTP, Proxy).
• Proficiency in IT service management frameworks (e.g., ITIL certification highly preferred).
• Experience with cloud platforms, automation and data analysis tools (e.g., Power BI, Google Looker, MS Power Automate, Robotic Process Automation – UiPath), and cybersecurity best practices.
• Knowledge of Cisco Meraki is an advantage.

Soft Skills & Attributes

• Strong analytical and critical thinking skills to diagnose and resolve complex IT issues, making informed and timely decisions.
• Excellent ability to communicate complex technical information clearly and concisely to diverse audiences, including senior management, technical teams, and non-technical staff.
• Capable of managing multiple priorities, thriving in a dynamic and fast-paced environment, and handling occasional after-hours project work when required.
• Strong commitment to delivering high-quality IT services, enhancing user satisfaction, and building strong relationships with internal stakeholders.

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