Manager, Technology Operations

If you were a Security and data protection Officer now, here are some of the core activities you would be doing:

Retail Store Technology Operations

• Own the stability, service quality, and operational performance of Technology Operations across Korea retail stores.

• Manage the operation and lifecycle of POS, payment, store networks, Wi-Fi, endpoints, mobile devices, printers, and other store technology.

• Minimize the impact of technology incidents on store operations and sales, leading recovery and escalation for critical incidents.

• Identify root causes of recurring incidents and operational issues, and drive prevention and continuous improvement.

• Manage technology planning, deployment, and operational readiness for new store openings, renovations, relocations, conversions, and closures.

• Manage nationwide field support and ensure consistent delivery of Store Technology services.

• Prioritize technology support and improvement activities based on business impact and store operational needs.

Helpdesk, Service Delivery & Vendor Management

• Manage the performance and service quality of Helpdesk, Field Support, and Technology vendors, ensuring stable Retail and Corporate Technology support.

• Manage service scope, SLA/KPI performance, vendor performance, and service quality.

• Lead resolution with relevant partners when critical incidents or recurring service issues arise, and drive required improvements.

• Regularly review and improve vendor capability, capacity, coverage, cost, and performance.

• Establish and continuously improve effective service management, escalation, and vendor governance practices.

• Ensure operational documentation, knowledge bases, and runbooks remain accurate and current.

• Use external partners effectively while retaining internal accountability for Technology Service outcomes.

Corporate Endpoint & Security Operations

• Manage Endpoint and End User Technology Operations for Korea corporate employees.

• Manage the stable operation and lifecycle of laptops, desktops, mobile devices, Microsoft 365, and workplace technology.

• Ensure endpoint configuration, software deployment, patching, device compliance, and security controls operate effectively in Korea in accordance with Global Technology and Security standards.

• Support Korea operations for global endpoint management platforms, including Microsoft Entra ID and Intune.

• Manage device and access-related technology operations and IT asset lifecycle activities for joiners, movers, and leavers.

• Coordinate remediation with Global Technology and Security teams when endpoint security issues or compliance gaps arise.

• Be operationally accountable for the effective implementation and maintenance of Global Security policies and standards within the Korea endpoint environment.

Global Technology Project Governance & Korea Operational Readiness

• Represent Korea Technology Operations in Global Technology projects and major Korea Technology initiatives.

• Establish and manage Korea Technology governance, roles and responsibilities, dependencies, risks, and escalation frameworks.

• Manage local dependencies and operational impacts between Global projects and Korea retail, corporate, Technology vendors, and the existing Technology environment.

• Manage Korea Technology operational readiness throughout testing, cutover, go-live, and hypercare.

• Ensure required operational preparation is complete before go-live, including support models, monitoring, vendor readiness, knowledge transfer, and business continuity.

• Manage the transition from project delivery to BAU Operations and operational acceptance.

• Identify shared dependencies and operational risks across Technology initiatives and coordinate with relevant stakeholders.

• When material operational readiness risks exist, clearly present business impact, options, and recommendations, and lead required escalation.

Operational Risk & Continuous Improvement

• Identify and manage key operational risks across Retail Store and Corporate Office Technology.

• Coordinate response, service recovery, and stakeholder communication for business-critical technology incidents.

• Manage root causes and corrective actions for major incidents and reduce recurring service disruption.

• Continuously improve business continuity and the operational resilience of critical technology services.

• Identify and execute improvement initiatives based on service performance, incident trends, and vendor performance.

• Improve operational efficiency and service quality through automation, standardization, and process improvement.

• Clearly communicate key Korea Technology Operations performance, risks, and improvement progress to the Korea Technology Lead and relevant stakeholders.

Planning, Budget & Stakeholder Management

• Partner with the Korea Technology Lead to define and execute annual Technology Operations priorities, budget, and the improvement roadmap.

• Support annual operating plans and budget planning for Retail Technology, Corporate Endpoint, Helpdesk, Field Support, and Technology Operations.

• Manage vendor costs, Technology asset lifecycle costs, and investment needs for service improvement.

• Recommend Technology Operations priorities and improvement direction by balancing service quality, business impact, cost, operational risk, and scalability.

• Collaborate closely with Korea business teams, Store Operations, Global Technology, Information Security, and external Technology partners.

Here are some of the things you could be working on in the future: 

• Expand and improve the Korea Retail Technology Operating Model to support store growth.

• Continuously optimize nationwide Field Support and Helpdesk service models.

• Mature Vendor Management and Continuous Improvement practices using SLA/KPI and service performance.

• Build a standardized Technology Readiness Model for new stores and Retail Technology deployments.

• Further standardize Corporate Endpoint lifecycle, security compliance, and asset management.

• Establish a Korea Governance and Operational Readiness Framework for Global Technology projects.

• Reduce support demand and operational risk through automation and standardization.

• Build a scalable Korea Operations Model that can connect with future Regional and Global Technology operating models.

Are You Our Next Manager, Technology Operations, Korea?

• You have 9+ years of relevant experience in Technology Operations, Retail Technology, IT Service Management, End User Technology, or a related field.

• You have experience managing a multi-site Retail Technology Operations or support environment.

• You have practical knowledge and operational experience across POS, payment, network, endpoint, and other Retail Technology environments.

• You have experience supporting new store openings or Retail Technology deployments.

• You have experience managing a Helpdesk, Field Support provider, Managed Service Provider, or Technology vendor.

• You can manage service performance, SLA/KPIs, incident management, and continuous improvement.

• You have practical knowledge of Corporate Endpoint, Microsoft 365, Microsoft Entra ID, Intune, and Endpoint Security Operations.

• You have experience working with Global or Regional Technology teams to manage local requirements, dependencies, risks, and operational readiness.

• You have participated in or managed testing, cutover, go-live, hypercare, and transition-to-BAU activities for Technology projects.

• You can coordinate across business, Technology, and vendor stakeholders and create clear ownership and accountability.

• You can assess trade-offs across business impact, service quality, cost, and risk, and provide clear recommendations.

• You demonstrate functional leadership and can deliver operational outcomes through internal teams and external partners.

• You can communicate effectively in Korean and English with local and global stakeholders.

Preferred Qualifications

• Experience in Technology Operations within a global Retail, Consumer, Fashion, Outdoor, or Premium Brand environment.

• Experience managing nationwide or multi-site Field Support.

• ITIL certification or experience with an equivalent Service Management framework.

• Experience with Technology projects involving ERP, POS, Order Management, Warehouse, or eCommerce platforms.

• Experience in Major Incident Management, Business Continuity, Operational Risk, or Information Security.

• Experience with Technology Operations automation or performance reporting.

Equal Opportunity

Arc’teryx is committed to actively creating an inclusive culture where every voice is heard, each person’s uniqueness is recognized, and our values are practiced.

We respect the diversity and individuality of applicants, employees, and guests, and work to ensure that all applicants and employees receive fair opportunity and treatment consistent with our values.

Leave it Better

The mountains transform us. How we adventure matters, and there is always a better way. Join us in creating positive change for ourselves, our communities, and the world around us.

Live it. Experience it directly. The mountains make us better.

Disruptive evolution. Continuously pursue a better way.

Commit. Set bold goals and follow through