Main Purpose
· Act as the primary local functional and operational IT point of contact for Retail in Guatemala, connecting business stakeholders, station operations, local vendors and Regional/Global IT teams.
· Combine business analysis with operational ownership: understand local processes and needs, translate them into clear IT requirements and actions, and ensure initiatives, issues and improvements progress through to closure.
· Ensure disciplined follow-up and clear communication across stakeholders, providing visibility of priorities, open actions, risks, decisions and progress.
· Coordinate local workstreams for projects, enhancements and vendor activities, following Regional IT and PMO practices without direct people-management responsibility.
· Maintain a hands-on, field-oriented approach, including regular interaction with station operators and visits to operational sites to understand issues, support pilots and validate solutions in real operating conditions.
Key Responsibilities
Business Partnership & Functional Analysis
· Work closely with business users, station operators and key stakeholders to understand processes, operational pain points, requirements and improvement opportunities.
· Translate business and operational needs into clear functional requirements, user stories, specifications or actionable inputs for Regional IT teams and vendors.
· Challenge unclear, incomplete or impractical requirements and help define solutions that are realistic for local operations.
· Facilitate meetings, workshops and working sessions to clarify requirements, priorities and expected outcomes.
· Provide business stakeholders with clear visibility of IT activities, decisions, dependencies and next steps.
· Develop strong functional knowledge of the local Retail IT application landscape and coordinate functional training for key users when required.
Project, Initiative & Vendor Coordination
· Coordinate and drive local workstreams for selected projects, enhancements and change requests, following Regional PMO and governance practices.
· Maintain structured follow-up of milestones, dependencies, risks, decisions, actions and owners through to closure.
· Coordinate day-to-day activities with local vendors and Regional/Global IT teams, ensuring agreed timelines and deliverables are met.
· Support scope definition, prioritization and planning for new initiatives and enhancements.
· Act as the local project coordinator for selected initiatives, ensuring operational readiness, stakeholder alignment and timely escalation of blockers.
· Track vendor commitments and SLA performance; participate in service reviews and follow up corrective actions when required.
· Influence and coordinate stakeholders without direct authority, driving clear ownership, accountability and timely follow-up across business, vendors and IT teams.
Field Engagement, Testing & Implementation
· Maintain close contact with station operators and field teams to understand how IT solutions perform in day-to-day operations.
· Visit service stations and operational sites as required to support issue analysis, pilots, testing, change validation and on-the-ground problem solving.
· Participate in functional testing, UAT, pilots and post-implementation validation, confirming that delivered solutions meet agreed requirements and work effectively in real operating conditions.
· Capture issues and feedback identified during pilots or deployments and ensure they are assigned, followed up and resolved.
· Support local project transitions into production, including go-live preparation, stabilization and operational handover.
· Identify improvement opportunities based on direct observation, operator feedback, incident trends and recurring operational issues.
Operational IT Ownership &…