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 & Service Continuity

·         Act as the local escalation point for incidents handled by support teams or vendors when deeper local analysis, evidence gathering or business coordination is required.

·         Ensure critical incidents, service risks and recurring issues have clear ownership, appropriate escalation and timely communication.

·         Support incident, change and problem-management processes in accordance with Puma IT policies.

·         Monitor local service quality, recurring issues and operational trends, and drive follow-up actions with the relevant teams.

·         Maintain an updated view of local IT solutions, configurations, interfaces and key dependencies.

·         Proactively identify local operational risks and coordinate mitigation actions.

·         Provide regular operational reporting to the Regional Retail IT team, highlighting service trends, risks, recurring issues and open actions.

Candidate Profile

Must Have

·         University degree in Information Systems, Computer Science, Engineering, Business Administration or a related field.

·         5+ years of experience in IT roles combining business/application analysis, IT operations, service delivery or project/initiative coordination.

·         Experience working directly with business users and operational environments, preferably where technology supports multiple physical sites.

·         Experience gathering and analyzing requirements and translating operational needs into IT actions, improvements or solution inputs.

·         Experience coordinating vendors and/or internal technical teams, with clear ownership of actions and follow-up.

·         Experience participating in implementations, functional testing/UAT, changes, pilots or production stabilization.

·         Strong communication, organization and follow-up skills, with the ability to provide concise status, identify blockers and escalate appropriately.

·         Ability to work autonomously as the primary local IT point of contact while collaborating with remote Regional/Global teams.

·         Hands-on mindset and willingness to regularly visit service stations and operational sites.

·         Working knowledge of IT service-management concepts such as Incident, Change and Problem Management.

·         Fluent Spanish and working proficiency in English.

·         Personal mobility (own vehicle) to regularly visit nearby service stations as part of daily activities; for scheduled visits to stations farther away, the company covers travel expenses (per diem), but does not provide a vehicle.

Preferred

·         Experience in Retail, Energy, Oil & Gas, logistics or another multi-site operational environment.

·         Exposure to Retail IT applications, POS, store/site systems, loyalty, fleet or other business-critical operational platforms.

·         Experience with infrastructure, networking or mobility solutions in distributed environments.

·         ITIL certification or equivalent practical service-management experience.

·         Experience working in multicultural or regional organizations.

·         B2C business exposure and understanding of fuel and convenience retail are a plus.

Key Competencies

·         Strong follow-up and execution discipline: consistently tracks actions, deadlines, dependencies and commitments until closure.

·         Clear and proactive communication: keeps business, operators, vendors and Regional IT aligned on status, risks, decisions and next steps.

·         Ownership and autonomy: takes responsibility for moving issues and initiatives forward even when execution depends on other teams.

·         Operational mindset: understands the impact of technology on physical-site operations and prioritizes according to business impact.

·         Business and functional analysis: can understand a need, challenge it constructively and translate it into clear IT requirements or actions.

·         Coordination without authority: can align vendors, technical teams, business stakeholders and field users without direct people-management responsibility.

·         Hands-on and field-oriented: is comfortable going to the site, observing the problem, testing the solution and working directly with operators.

·         Problem solving and prioritization: structures complex situations, distinguishes symptoms from causes and drives practical resolution.

·         Stakeholder management: builds credibility with users, vendors and internal teams at different levels.

·         Adaptability and resilience in a fast-paced environment with competing priorities.

What Success Looks Like

·         The business and station operations have a trusted and responsive local IT point of contact.

·         Open actions, incidents, project tasks and vendor commitments have clear ownership and disciplined follow-up.

·         Business stakeholders receive timely, concise and transparent communication.

·         Requirements are understood and validated before implementation, and solutions are tested in real operational conditions.

·         Projects, changes and pilots are coordinated effectively at the local level and stabilized successfully.

·         Recurring operational issues are identified and converted into concrete improvement actions.

·         Critical risks and blockers are escalated early, with evidence and clear recommendations.

·         Regional IT receives accurate visibility of Guatemala priorities, risks and progress.

·         No critical topic is lost due to lack of ownership, communication or follow-up.