Chanel Service Delivery Assistant Manager

Hong Kong • China

Thursday, January 29, 2026

Chanel, a prestigious name in luxury fashion, is renowned for its timeless elegance and innovative spirit. As part of the global luxury conglomerate, Chanel offers a dynamic and inclusive work environment that fosters personal growth and professional excellence. The brand is committed to maintaining its legacy of high standards and exceptional service, making it a coveted employer in the industry.

1. Support market-wide service delivery and daily operations to meet SLAs and enhance end-user satisfaction.
2. Coordinate internal subject matter experts and external partners to manage on-site and offshore support vendors.
3. Ensure operational readiness for changes, releases, and projects.
4. Propose and implement improvements to ensure quality, resilience, and a premium client experience.
5. Resolve incidents, requests, and problems within SLAs, improving MTTR, FTR, and backlog health.
6. Maintain runbooks, SOPs, and knowledge articles to reinforce operational procedures.
7. Safeguard boutique operations and deliver Genius Lounge/white-glove support.
8. Lead local coordination for infrastructure workstreams to ensure smooth go-live and hypercare.
9. Track endpoint performance, network utilization, and store technology capacity.
10. Drive vendor performance and support RFP inputs while maintaining CMDB accuracy.
11. Orchestrate training, guides, clinics, and surveys.

1. Bachelor’s degree in Engineering, Computer Science, IT, or related field.
2. ITIL v4 Foundation preferred.

1. ITSM expertise with proficiency in ServiceNow.
2. Strong knowledge of networking, voice/video, Windows Server, VMware, Citrix, O365.
3. Familiarity with security tools such as Zscaler, Okta, Forcepoint, ASA Firewall.
4. Cloud experience with Azure/AWS.
5. Retail technology support knowledge.
6. Experience with Copilot, Power BI, Power Automate is a plus.
7. Strong stakeholder engagement and communication skills.
8. Project and vendor management capability.
9. Analytical, organized, and decisive under pressure.
10. Ability to lead service improvements and enforce standards.
11. Passion for innovation and solution design.
12. Experience supporting AI solution adoption and security considerations.

4+ years in Service Delivery Management with a strong infrastructure project delivery background, preferably in a multinational corporation or retail industry.

Bachelor’s degree in Engineering, Computer Science, IT, or related field.

Chanel offers a comprehensive benefits package, including opportunities for professional development and a supportive work environment that values diversity and inclusion.

Chanel is dedicated to fostering an inclusive culture that nurtures personal growth and contributes to collective progress. The company values the uniqueness of each individual, enhancing the diversity and effectiveness of its teams. Chanel encourages applications from individuals who can bring diverse perspectives, experiences, and potential to the brand.