Manager, Technology Operations, Korea

Your Opportunity at ARC’TERYX

The Manager, Technology Operations, Korea is primarily accountable for Retail Store Technology Operations in Korea, while also leading Corporate Endpoint & Security Operations, Helpdesk and Technology Vendor Management, and Korea Technology Governance and Operational Readiness for Global Technology projects.

This role is responsible for delivering stable and effective technology services across Korea retail stores and the corporate office, working through external service partners and Global Technology teams to achieve operational outcomes. In close partnership with the Korea Technology Lead, this role executes Technology Operations priorities and direction while continuously improving the Korea Technology Operating Model to support business growth and Global Technology transformation.

Meet Your Future Team

The Korea Technology Team supports stable Technology Operations across retail stores and the corporate office, connecting Global Technology with the Korea business.

This role works closely with the Korea Technology Lead and collaborates with Store Operations, Korea business teams, Global and Regional Technology teams, Information Security teams, Helpdesk, Field Support, and Technology vendors. The team prioritizes stable Retail Store Technology and business continuity, delivering a consistent technology experience across day-to-day operations, new store openings, technology changes, and Global Technology deployments.

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.