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Manager DTC In-Store Tech Operations & Service Delivery
PUMA Way Headquarters, GermanyPosted 30 days agoFull-time
Retail Sales & Operations
Company
Puma
Location
PUMA Way Headquarters, Germany
Employment type
Full-time
Seniority
Manager
Primary category
Retail Sales & Operations
Posted date
10 Mar 2026
Valid through
9 May 2026
We are seeking a Manager DTC In-Store Tech Operations & Service Delivery to ensure stable and high-performing operations across our global DTC in-store technology landscape. In this role, you will combine managerial ownership of service delivery with hands-on 2nd and 3rd level support activities for deployed DTC In-Store Tech systems, store infrastructure, and connected solutions. You will actively contribute to complex incident resolution while coordinating support structures and vendors to ensure reliable retail store operations worldwide. The position bridges operational execution and service governance. You will maintain support standards, drive service improvements, optimize vendor performance, and ensure smooth transition of new solutions into steady-state operations. You will work closely with DTC Project Teams, Business Stakeholders, POS vendors, infrastructure providers, and external partners to guarantee stable, scalable, and high-quality service delivery across PUMA Retail stores.
Your responsibilities will be:
Perform hands-on 2nd and 3rd level support activities for DTC In-Store Tech systems, POS systems, store infrastructure, and connected solutions.
Act as escalation point for complex and business-critical incidents.
Ensure effective coordination across 1st–3rd level support structures.
Maintain operational stability and enforce support standards across global retail environments.
Drive root cause analysis and long-term issue resolution in collaboration with internal and external teams.
Manage IT service vendors and solution providers.
Ensure contract compliance and service performance alignment with operational expectations.
Conduct service reviews and implement corrective measures where required.
Identify and implement process improvements to enhance DTC In-Store Tech service quality and operational efficiency.
Support further development and optimization of POS systems and connected in-store solutions.
Drive continuous improvement initiatives within DTC In-Store Tech operations.
Maintain and continuously improve documentation related to POS systems, connected in-store systems, and operational processes.
Develop and sustain knowledge databases for support and troubleshooting activities.
Contribute to knowledge sharing and cross-team enablement.
Participate in and support international DTC In-Store Tech projects and initiatives with focus on operational feasibility and support readiness.
Ensure smooth system rollouts, upgrades, and testing activities.
Ensure structured handover from project delivery to steady-state support.
Validate documentation, knowledge transfer, and operational readiness prior to go-live.
Collaborate closely with project teams and business stakeholders to meet operational and timeline objectives.
Strong hands-on experience in 2nd and 3rd level support within retail/DTC IT environments.
Deep understanding of POS ecosystems and good knowledge of store infrastructure and connected systems such as ERP, BI, and other retail platforms.
Proven experience managing service delivery while actively resolving complex technical incidents.
Solid knowledge of IT service management - incident, problem, change, release.
Experience performing root cause analysis and driving sustainable resolution of recurring issues.
Understanding of retail operational workflows and business-critical store processes.