Your mission
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:
Operational Support & Service Excellence
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.
Service Delivery Ownership
- Own end-to-end service delivery for deployed DTC In-Store Tech solutions.
- Monitor SLA compliance and service KPIs.
- Ensure service quality and continuous improvement across support processes.
Vendor & Contract Management
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.
Procurement & Operational Standards
- Optimize and implement Retail IT procurement processes and operational standards.
- Support hardware sourcing, lifecycle planning, and cost control initiatives.
- Ensure alignment of deployed solutions with global DTC In-Store Tech guidelines.
Process Improvement & Innovation
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.
Documentation & Knowledge Management
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.
Project & International Rollout Support
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.
Your talent
Technical & Functional Skills
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.
Preferred Experience
- Experience supporting international retail store landscapes and multi-country service structures.
- Background in vendor and contract management within IT service environments.
- Experience optimizing procurement processes and hardware lifecycle governance.
- Experience driving operational improvements and automation initiatives.
Work Philospohy
- Strong ownership mindset with readiness to step into technical problem-solving when required.
- Structured, analytical, and service-oriented approach.
- Ability to balance managerial coordination with hands-on execution.
- Strong stakeholder communication skills across business and technical teams.
- Proactive, solution-driven, and resilient in high-pressure operational situations.
Other Requirements
- Fluent in English with experience working in global and cross-functional environments.
- Willingness to work in Germany / Nürnberg Metropolitan Region or relocate if required.
Our principles
PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination.
PUMA is a global sports brand creating footwear, apparel, and accessories that inspire athletes and everyday movers. The PUMA Group owns PUMA, Cobra Golf, and stichd, operates in 120+ countries, and employs more than 20,000 people worldwide.
