Technology Business Partner

Boston, MA, United States

Technology Business Partner (US)

Reports To: Head of Technology Service

Team: Service Management

Location: US

Job-Type: Full Time/Perm

Purpose of the Role:

Primark is expanding globally and is looking to add experience and leadership to the technology function in the US.

As a Technology Business Partner for the US region, you will serve as the primary liaison between the technology department and our US colleagues and country leadership, ensuring alignment with the organization’s strategic goals.

You will represent the voice of colleagues and customers, advocating for their needs and optimizing their experiences.

You will be accountable for the service delivery of technology products and roadmap in the US. Ultimately, you will connect and integrate country plans pertinent to technology and find the right balance between harnessing the power of our global capabilities and localizing to maximize the joy we bring to the US market.

This role is not just about retail in the US but also the people and culture landscape and the underpinning supply chain and logistics system landscape along with having a broader appreciation of the enabling technology that underpins the different product domains.

In summary an all-round technology business partner capable of speaking confidently about the global tech stack how that drives the US business and recognizing where differentiation is required an how that is achieved using the broader technology capabilities.

Duties & Responsibilities: Alignment with Country Senior Leadership: Connect Tech & Data to country / market aligning with Country leadership; collaborate closely with the country and market management teams and their leadership team to ensure alignment of technology strategies with overall business objectives.

Regional Governance: Establish and oversee technology governance in the country and for retail tech-focused operational budgets, vendor management, and change governance within US.

Retail Voice of Colleagues & Customers: Act as a champion for retail colleagues and customers, gathering feedback and market insights to drive continuous improvement in technology solutions and services for all tech & data products, from point of sales to store performance analytics, ensuring market nuances and specificities are prioritized with global product teams.

Local Requirements & Compliance: Ensure that technology initiatives and solutions adhere to local regulations and compliance standards within the US market and own the tech risk posture for the USA working closely with global tech risk team.

Escalation Point: Serve as the point of management escalation for technology-related incidents and requests within the retail sector, ensuring timely resolution and minimal disruption to operations.

Service Performance & NPS: Monitor tech service performance metrics and Net Promoter Scores (NPS) and strategize ways to improve the overall service experience of our colleagues in the US and customers—in alignment with global service management and assurance functions.

Collaboration with Partner Teams: Collaborate with local partner teams, including store systems, field services partners for tills, networks etc, that are specific to store or region-focused initiatives, fostering relationships, ensuring delivery of and maximising of outcomes.

Strategic Insights: Provide briefing to stakeholders on key technology strategies from the global product and architecture communities, including emerging trends, advancements in tech landscape, roadmap, and initiatives such as EPOS, Store rollout, Payments and Colleague Enablement.

Opportunity Identification: Identify opportunities for improvement where existing systems may not be fit for purpose, gathering feedback, and driving necessary technological enhancements.

Product Portfolio Governance: Play an active role in governing the delivery of the technology product portfolio within the US market, ensuring alignment with business objectives, retail schedule, colleague needs and capacity, as well as customer needs.

Technology Organization: Continue to build the team of service and delivery managers, motivate and coach them to provide exceptional service experience to our colleagues locally bringing to them our global capabilities.

Cost Optimization: Continually evaluate the US delivery model looking for opportunities to reduce the cost to serve of Technology by balancing global delivery with localized needs that not only reduce cost but improve colleague and customer experience.

Skills & Experience:

Essential: A minimum of 8-10 years of experience in service or account management, with at least 3-5 years in a leadership role overseeing IT and Tech services delivery to end users, preferably in the Retail context.

Bachelor's degree in a relevant field; advanced degree preferred.

Strong knowledge and understanding of project management methodologies, tools, and best practices. Experience with Agile and traditional project management frameworks is desirable.

Excellent leader and trusted advisor with extensive experience of developing senior business relationships and shaping and underpinning business strategies.

Exceptional verbal and written communication skills, with the ability to effectively communicate complex concepts to diverse stakeholders.

A collaborative enterprise-wide thinker who’s accustomed to putting customers and users at the heart of plans to deliver required outcomes.

Demonstrable ability in developing a culture that embraces innovation, and challenges existing paradigms without compromising business performance.

Expertise in conducting research and analysis. Strong analytical and problem-solving skills, with the ability to identify risks, devise solutions, and make decisions in a timely manner.

Extensive experience in technology leadership roles within the retail sector or with an IT outsourcer serving Retail clients.

Experience of delivering service across a heavily outsource technology landscape ideally within the retail industry.

Experience of setting up new capabilities and building a team.

Strong understanding of retail operations, systems, and industry trends.

Ability to thrive in a fast-paced, dynamic environment and drive results under pressure.

Primark is an equal opportunity employer. Primark does not discriminate against applicants or employees on the basis of race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information, or any other characteristic protected by law. Primark is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment. To request reasonable accommodation to participate in the job application or interview process, please email [email protected] with your request. This email is not for general employment inquiries or correspondence. We will only respond to those requests that are related to accessibility of the online application system due to a disability.

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