Chanel Service Delivery Manager

Kuala Lumpur • Malaysia

Wednesday, February 26, 2025

Chanel, a paragon of luxury fashion, is renowned for its timeless elegance and innovative spirit. As part of the global luxury conglomerate, Chanel offers unparalleled opportunities for professional growth within a dynamic and ever-evolving industry. The brand is committed to excellence and innovation, providing a stimulating environment for its employees.

1. Manage incidents, problems, and end-user computing support teams, both in-country and offshore.
2. Review and improve change execution processes to minimize business impact.
3. Own incident, support, and escalation processes, ensuring high performance and accurate reporting.
4. Take ownership of major incidents with support from the Major Incident Manager.
5. Monitor, control, and support service delivery, ensuring adherence to systems, methodologies, and procedures.
6. Define and report on key metrics and KPIs.
7. Maintain high levels of customer satisfaction and implement service improvement plans.
8. Build and maintain relationships with internal customers and stakeholders.
9. Manage IT hardware and software asset inventory.
10. Implement and manage service delivery projects led by global and regional teams.
11. Govern infrastructure delivery activities for new site establishments, renovations, and relocations.
12. Manage regional service vendors for project delivery, including boutique openings and renovations.
13. Advise on quotations and budgets from third-party vendors for infrastructure initiatives.
14. Manage and monitor market service delivery budget for infrastructure and service management.
15. Lead remediation of security risks and coordinate data protection initiatives.
16. Respond to auditor requests and follow up on audit comments.

1. Degree in Engineering, Computer Science, Information Technology, or a related technical field preferred.
2. ITIL V3/4 Foundation Level certification; Intermediate or Expert level preferred.
3. PMP certification preferred.

1. Strong IT service management and project management skills.
2. Proven multi-tasking abilities and problem-solving skills.
3. Innovative design and testing skills.
4. Excellent communication and stakeholder management skills.
5. Ability to work under pressure and deliver high-quality solutions.

At least 8+ years of hands-on experience in Service Delivery Management with production infrastructure and application support experience.

Degree in Engineering, Computer Science, Information Technology, or related technical field preferred.

Chanel offers a unique opportunity to work within a global luxury brand, providing exposure to regional financial operations and a focus on personal growth and collective progress.

Chanel fosters an inclusive culture that nurtures personal growth and values diversity, complementarity, and effectiveness within its teams. The brand encourages innovation, co-creation, and user-centricity, providing a collaborative and dynamic work environment.