Senior Group Director, Tech Service Excellence & Operations

About the role:

CHANEL is looking for a Senior Group Director, Tech Service Excellence & Operations to join the CHANEL TECH_ organization in New York City. Reporting to the Head of Technology, this leader will shape the future oftechnology service deliveryacross boutiques, corporateofficesand supply chain operations. You will transform operational support into a strategic differentiator by combining luxury hospitality, modern Service Management, workflow automation, and data-driven operational excellence. 

This role partners closely with regional and global technology teams, business leaders and external providers to build high-performing organizations, strengthen resilience, and deliver an elevated experience for CHANEL employees and boutiques.

The ideal candidate brings a minimum of 10+ years of progressive enterprise IT service delivery, support or operations leadership experience, strong executivepresenceand a passion for developing people while modernizing technology services at scale.Technical and education requirements are below.

What impact you can create at CHANEL:

• Define and execute the US Service Excellence strategy, roadmap and target operating model in alignment with the CHANEL TECH_ vision and business priorities

• TransformServiceNowinto the operational backbone for Service Management, Knowledge, Asset Management, CMDB, Change, Requestand workflow automation

• Create a luxury-grade support experience for boutiques, corporateemployeesand executives by embedding customer voice, hospitalityand measurable service outcomes into daily operations

• Modernize Service Delivery through automation, AI-enabled support, self-service, knowledgemanagementand intelligent ticket deflection

• Establish clear governance and executive reporting across service performance, operational risk, asset lifecycle, vendor delivery,financialsand continuous improvement

• Lead the evolution of IT Asset Management, depotlogistics,provisioningand hardware lifecycle capabilities from forecasting through retirement

• Strengthen Incident, Major Incident, Problem, Change and Root Cause practices to improve resilience, reducedisruptionand accelerate recovery

• Partner with Infrastructure, Digital Employee Experience, Retail Technology, Information Security, Finance, Procurement, HumanResourcesand global technology teams to convert service pain points into roadmap actions

• Drive disciplined vendor and managed service provider performance with clear accountability for service levels, business outcomes, costcontroland continuous improvement

• Build,coachand develop high-performing leaders and teams across Service Delivery, Service Desk, VIP Support, Asset Management, CMDB, Change, depotand field operations

• Deliver measurable gains in customer satisfaction, automation coverage, mean time to restore, change success, backlog health, assetaccuracyand field response

• Embed security, auditability and operational controls into service processes, access practices, assetcustodyand technology lifecycle management

You are energized by:

• Leading large, distributed service organizations through transformation and sustained operational improvement

• Creating exceptional employee and boutique experiences through technology,hospitalityand disciplined execution

• Using data,automationand customer insights to simplify complex operational environments

• Building strong leaders, coachingteamsand creating a culture of accountability, inclusionand continuous learning

• Navigating complexity, connecting the dots acrossfunctionsand turning recurring pain points into scalable solutions

• Collaborating with passionate business and technology partners in a fast-paced, global luxury environment

• Balancing strategic vision with hands-on operational leadership during critical business moments and major incidents

What you will bring to the team: 

Experience & Leadership 

• 10+ years of progressive leadership experience in enterprise IT service delivery, support or operations, including responsibility for large, distributed teams and third-party providers 

• 5+ years leading ServiceNow-enabled IT Service Management capabilities, with strong knowledge of ITIL practices spanning Incident, Major Incident, Problem, Change, Request, Knowledge, CMDB, IT Asset Management and Service Desk operations 

• Experience supporting retail, luxury, hospitality or another highly customer-centric environment where service quality and business continuity are critical 

• Proven success transforming service operating models through automation, self-service, analytics, process redesign and organizational change 

• Strong executive communication skills with the ability to translate operational performance, risk and technical complexity into clear business narratives and decisions 

• Demonstrated capability in vendor governance, contract management, budget ownership, savings delivery and managed service performance 

• Experience with asset lifecycle management, depot and logistics operations, endpoint provisioning and enterprise support workflows 

• A disciplined, data-driven approach to service levels, operational metrics, continuous improvement, root cause analysis and technical debt reduction 

• Inclusive people leadership with a strong track record of coaching managers, developing talent, clarifying accountability and building succession plans 

Skills & Knowledge 

• Service Operations:  ServiceNow, ITSM, ITIL, Service Desk, proximity and field support, VIP support, Incident and Major Incident Management, Problem Management, Change Management, Knowledge Management, CMDB, IT Asset Management, depot and logistics operations, endpoint lifecycle, technical debt management, service levels, operational analytics and continuous improvement 

• Technical & Network:  Fundamental enterprise network and troubleshooting knowledge, including Cisco and Meraki technologies, SD-WAN, LAN, Wi-Fi, WAN, VPN, DNS, DHCP, proxy services and connectivity dependencies across distributed boutiques and corporate locations 

• Platforms & SaaS:  Microsoft 365, Microsoft Office applications, Teams and enterprise collaboration tools, ServiceNow, Microsoft Intune, Windows, macOS, iOS, iPadOS, Salesforce, Genesys, Okta, Microsoft Active Directory and related cloud and SaaS integrations 

• Retail & Operations:  Oracle Xstore or comparable point-of-sale platforms, mobile and fixed endpoint devices, store peripherals, boutique technology dependencies, deployment and provisioning workflows, asset chain of custody, depot operations and business continuity for retail environments 

• AI & Automation:  Fundamental knowledge of enterprise AI, responsible AI practices, workflow automation, virtual support, intelligent ticket deflection, knowledge optimization, analytics and practical use of AI to improve employee experience and service performance 

• Security & Compliance:  Security-by-design, least privilege, identity verification, role-based access, data protection, secure asset custody, vulnerability and patch management, audit readiness, PCI DSS awareness and foundational cybersecurity control practices 

• Vendor & Financial Management:  Vendor and managed service provider governance, contracts, RFP oversight, performance reviews, budget ownership, forecasting, savings delivery, cost optimization, procurement processes and Coupa or comparable procurement platforms 

• Education & Certifications: Bachelor’s degree or higher in Information Technology, Computer Science, Engineering, Business Administration or a related field; an advanced degree is preferred. ITIL certification is strongly preferred. ServiceNow certifications, accredited training and relevant service management, project, cloud, endpoint or security credentials are highly valued 

Position Logistics: 

• Location: New York, NY, with a hybrid work model, 3- days onsite required 

• People leadership: Direct and indirect leadership across multiple service and operations teams 

• Travel: Approximately 10–20%, including visits to boutiques, offices, distribution locations