We are seeking a Junior Team Leader to oversee and support the Point-of-Sale (POS) and Cegid Application Management Services (AMS) team. This role is ideal for someone with hands-on experience in retail systems, eager to step into leadership, and capable of balancing technical problem-solving with team coordination.
The Junior Team Leader will ensure smooth operations of POS and Cegid AMS platforms, manage incident resolution, and collaborate with cross-functional teams to deliver reliable retail technology solutions.
Client & Stakeholder Engagement:
- Build and maintain strong relationships with client and IT stakeholders to understand their needs and ensure that AMS solutions align with business objectives.
- Facilitate regular service review meetings with clients to assess satisfaction, discuss ongoing service improvements, and plan future service enhancements.
- Provide status updates, progress reports, and communicate effectively with clients regarding ongoing support and operational issues.
Process Improvement & Innovation:
- Identify opportunities for continuous improvement in service delivery, processes, and tools, ensuring that AMS services are aligned with industry best practices.
- Drive the adoption of automation, self-service, and AI-driven solutions within the AMS environment.
- Promote a culture of knowledge sharing, continuous learning, and innovative problem-solving within the team.
Incident, Problem & Change Management:
- Lead incident response efforts, ensuring timely resolution and root cause analysis of critical application issues.
- Collaborate with Change Management teams to manage application updates, patches, and new releases with minimal disruption to business operations.
- Coordinate post-incident reviews to identify improvements in application support processes and ensure lessons learned are implemented.
Compliance & Risk Management:
- Ensure that all service delivery activities comply with relevant policies, standards, and regulatory requirements.
- Proactively manage risks related to application availability, performance, and security, taking preventive actions to mitigate potential issues.
Profile
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.
- 3+ years of experience in IT Service Management, Application Support, or a related field, a leadership or supervisory role is a plus
- Strong knowledge of ITIL, service management frameworks, and best practices for incident, problem, and change management.
- Familiarity with enterprise application management, monitoring tools, and support processes (e.g., ServiceNow, Remedy, BMC).
- Previous experience with retail technology platforms (e.g., POS systems, e-commerce platforms, ERP, CRM) is a plus
- Familiarity with common retail systems (ERP, POS, CRM) and related integrations is a plus
