Tech Ops & Support Manager
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Key skills for this role
About the Role
Responsible for end-user computing support, managing vendor relationships, ensuring service quality, and leading local IT teams in a multicultural environment.
Key Skills for This Role
Responsibilities
- Lead day to day service delivery for workplace technology support across stores and HQ
- Manage local IT teams and partners to deliver support and lifecycle activities
- Build strong relationships with business stakeholders and act as trusted point of contact
- Own incident, problem, and change management for workplace technology services
- Manage device and endpoint lifecycle program
- Ensure service readiness for stores and HQ changes
- Maintain accurate asset records and ensure alignment with finance and audit requirements
Requirements
- Over 10 years experience in managing IT operations and support
- At least 5 years in Retail and/or multi site operations
- Experience in the Middle East is a strong advantage
- Fluent in English
- Bachelor's degree or equivalent
Full Job Posting
Position Purpose
- Tech Ops & Support Manager is accountable for overall end user computing and workplace technology support service for Stores and HQ across Sephora Middle East countries.
- The role leads day to day service delivery, ensures consistent employee experience across markets, and manages local IT teams and partners.
Key Missions
- Build strong relationships with business stakeholders and act as trusted point of contact for workplace technology service topics.
- Establish clear governance and communication routines with EME EUX, Cyber Security, and local IT.
- Manage vendor relationships end to end.
- Own the end user support operating model for Stores and HQ across Middle East countries.
- Lead and coach Local IT teams across countries.
- Own onboarding, offboarding, and moves/changes service outcomes.
- Manage the workplace technology lifecycle.
- Own procurement and vendor governance for workplace technology services and equipment.
- Ensure hardware stock availability, asset tracking, and audit readiness.
- Define and maintain service KPIs and run regular performance reviews.
- Own incident, problem, and change management for workplace technology services.
- Lead the device and endpoint lifecycle program.
Qualifications
- Over 10 years experience in managing IT operations and support with at least 5 years in Retail and/or multi site operations.
- Experience in the Middle East is a strong advantage.
- Fluent in English; Arabic and French are a plus.
- Bachelor's degree or equivalent.
- Proven track record leading workplace technology / end user services in an international, multicultural environment.
- Strong leadership and accountability for service outcomes.
- Experience managing vendors and managed services.
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