Tech Ops & Support Manager
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Key skills for this role
About the Role
Sephora seeks a Tech Ops & Support Manager to lead end-user computing and workplace technology support for stores and HQ across the Middle East. The role manages service delivery, vendor relationships, and local IT teams to ensure consistent employee experience and continuous improvement.
Key Skills for This Role
Responsibilities
- 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 (performance, service quality, commercials, and operational adherence)
- Own the end user support operating model for Stores and HQ across Middle East countries
- Lead and coach Local IT teams across countries, ensuring consistent ways of working and customer first culture
- Own onboarding, offboarding, and moves/changes service outcomes
- Manage the workplace technology lifecycle (forecasting, renewals, replacements, upgrades)
- Own procurement and vendor governance for workplace technology services and equipment
- Ensure hardware stock availability, asset tracking, and audit readiness across countries
- Ensure all workplace technology services operate in line with IT policies, SOPs, and LVMH/Sephora rules
- Define and maintain service KPIs (SLA/SLO, user satisfaction, backlog, device compliance) and run regular performance reviews
- Own incident, problem, and change management for workplace technology services
Requirements
- 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; 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
- Experience managing vendors and managed services
- Skilled in IT service management practices (incident/problem/change, knowledge management, reporting)
- Effective stakeholder manager and communicator
- Experience leading multi country end user support operations for Stores and HQ
- Hands on service leader prioritizing stability, user experience, and fast restoration of service
- Own and contribute to budget planning, procurement governance, and cost optimization for workplace technology
Full Job Posting
Position Purpose
- Tech Ops & Support Manager is accountable for the overall end user computing and workplace technology support service for Stores and HQ across Sephora Middle East countries, based in Dubai, UAE.
- The role leads day to day service delivery, ensures consistent employee experience across markets, and manages local IT teams and partners to deliver support, lifecycle activities, and continuous improvement in line with Sephora and LVMH standards.
Missions
- Build strong relationships with business stakeholders (HQ functions and Retail operations) and act as the trusted point of contact for workplace technology service topics.
- Establish clear governance and communication routines (service reviews, incident communications, and continuous improvement plans) with EME EUX, Cyber Security, and local IT.
- Manage vendor relationships end to end (performance, service quality, commercials, and operational adherence).
- Influence and align stakeholders in a matrix organization, ensuring decisions are documented and executed on time.
- Own the end user support operating model for Stores and HQ across Middle East countries (remote and in field), including prioritization, escalation governance, and service quality.
- Lead and coach Local IT teams across countries, ensuring consistent ways of working, adherence to standards, and a strong customer first support culture.
- Own onboarding, offboarding, and moves/changes service outcomes, ensuring timely delivery, access readiness, and policy compliance across markets.
- Manage the workplace technology lifecycle (forecasting, renewals, replacements, upgrades) and coordinate execution with Local IT teams and suppliers.
- Own procurement and vendor governance for workplace technology services and equipment (supplier performance, commercials, ordering governance) in line with Sephora policy.
- Ensure hardware stock availability, asset tracking, and audit readiness across countries; drive improvements to inventory accuracy and loss prevention.
- Ensure all workplace technology services operate in line with IT policies, SOPs, and LVMH/Sephora rules (including security and audit requirements).
- Define and maintain service KPIs (SLA/SLO, user satisfaction, backlog, device compliance) and run regular performance reviews with internal teams and suppliers.
Qualifications
- Have > 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.
- Be fluent in English; Arabic and French are a plus.
- Hold a bachelor's degree or equivalent.
- Willingness to learn, flexibility and ability to quickly adapt.
- Proven track record leading workplace technology / end user services in an international, multicultural environment.
- Service owner and people leader who can translate business needs into a reliable operating model and measurable outcomes.
- Demonstrate strong leadership and accountability for service outcomes (availability, user satisfaction, SLA/SLO performance, and continuous improvement).
- Experience managing vendors and managed services, including contracting basics, governance routines, performance reviews, and issue escalation.
- Skilled in IT service management practices (incident/problem/change, knowledge management, reporting) and able to create practical processes.
- Effective stakeholder manager and communicator, comfortable engaging with Retail leadership, HQ functions, and regional/EME IT stakeholders in a matrix organization.
- Experience leading multi country end user support operations for Stores and HQ (service desk/field support models).
- Hands on service leader (not a project manager): prioritize stability, user experience, and fast restoration of service.
What You Will Find
- Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit.
- Culture of empowerment, learning & growth, that offers you the tools, space and opportunity to learn, innovate and lead.
- Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference.
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