Chanel

Chanel

Senior Group Director, Tech Service Excellence & Operations

New York · Director

Sponsorship not specified$75k-$215kDetected 6 days ago
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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 of technology service delivery across boutiques, corporate offices and supply chain operations.
  • Define and execute the US Service Excellence strategy, roadmap and target operating model in alignment with the CHANEL TECH_ vision and business priorities

Responsibilities

  • 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
  • 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
  • You will transform operational support into a strategic differentiator by combining luxury hospitality, modern Service Management, workflow automation, and data-driven operational excellence.
  • Create a luxury-grade support experience for boutiques, corporate employees and executives by embedding customer voice, hospitality and measurable service outcomes into daily operations
  • Modernize Service Delivery through automation, AI-enabled support, self-service, knowledge management and intelligent ticket deflection
  • Partner with Infrastructure, Digital Employee Experience, Retail Technology, Information Security, Finance, Procurement, Human Resources and 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, cost control and continuous improvement
  • Build, coach and develop high-performing leaders and teams across Service Delivery, Service Desk, VIP Support, Asset Management, CMDB, Change, depot and field operations
  • Chanel is a private company whose values are grounded in creating conditions for people to perform at their best and feel fulfilled and confident in their work.
  • We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.

Requirements

  • Flexibility to support critical incidents, major business events and planned changes outside standard business hours when required

Nice to have

  • 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
  • CHANEL, Inc. reserves the right to edit, change or make exceptions to role designations where circumstances are deemed appropriate.

Compensation

  • The anticipated base salary range for this position is $1 75,000-$215,000.
  • A base salary is one component of the total compensation for this position.
  • Other forms of variable pay [may/will] be offered for this position.

Benefits

  • Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure) and a Wellbeing fund
  • Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
  • Generous paid time off policies to include vacation, holiday, sick and volunteer days
  • Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
  • Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking
  • Lead the evolution of IT Asset Management, depot logistics, provisioning and hardware lifecycle capabilities from forecasting through retirement

Company info

  • Senior Group Director, Tech Service Excellence & Operations
  • At CHANEL, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress.
  • We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams.
  • We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.
  • 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

Equal opportunity

  • At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy, and dignity for all. We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.
  • Chanel Community:
  • CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.
  • Employees are encouraged to take time off annually to volunteer through the CHANEL Community. CHANEL also matches employee donations to select charitable organizations.
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This listing is sourced directly from Chanel's careers page and normalized into a canonical job model.