Chanel ERP Service Delivery Manager

London • UK

Tuesday, July 1, 2025

Chanel, a paragon of luxury and elegance, is renowned for its timeless fashion, exquisite fragrances, and high-end accessories. As part of a global conglomerate, Chanel is committed to innovation and excellence, driving transformative initiatives such as the D365 ‘HERO’ Programme. This multi-year global transformation endeavor aims to harmonize regional ERP systems into a unified global core, leveraging Microsoft Dynamics 365 to fortify Chanel's future growth and operational success.

1. Lead and ensure seamless delivery of Global ERP D365 IT services across UK, Swiss, and European regions.
2. Manage system and service performance, collaborating with managed service providers.
3. Drive quality assurance of D365 managed services and continuously improve IT Service Management processes.
4. Oversee high-quality service delivery by partners for internal users from global and regional teams.
5. Execute service level agreements (SLAs) and key performance indicators (KPIs) with the service delivery team.
6. Conduct regular performance reviews and identify opportunities for improvement.
7. Create standard operating procedures for key service delivery functions.
8. Act as the primary point of contact for service-related inquiries and escalations.
9. Take ownership of major and high-priority incidents, ensuring effective coordination and communication.
10. Collaborate with cross-functional teams to troubleshoot complex service issues.
11. Monitor, control, and support service delivery to ensure adherence to systems, methodologies, and procedures.
12. Facilitate training and development programs for service delivery personnel.

1. ITIL framework or similar IT service management qualifications.
2. Extensive experience in ERP service delivery management, preferably in a technology or consulting environment.
3. Experienced in project management methodologies.

1. Strong problem-solving skills with the ability to analyze complex technical issues.
2. Excellent verbal and written communication skills.
3. Leadership attitude with a client-oriented and performance-minded approach.
4. Strong interpersonal and influencing skills.
5. Proficiency in English; French or other languages is a plus.

Extensive experience in ERP service delivery management, preferably within a technology or consulting environment.

ITIL framework or similar IT service management qualifications.

Participation in a global transformation program across multiple regions and partners. Opportunities to collaborate with various internal and external stakeholders within global and corporate services.

Chanel fosters an inclusive culture that values personal growth and collective progress. The company believes in the uniqueness of each individual, enhancing the diversity and effectiveness of its teams. Chanel encourages applications from diverse backgrounds, valuing the perspectives and potential contributions of all candidates.