Chanel Senior Group Director, Tech Service Excellence & Operations

About Chanel

Chanel is one of the world’s most revered luxury houses, founded by Gabrielle Chanel and distinguished by an enduring vision of elegance, freedom, and modernity. As an employer, the House brings together métiers ranging from haute couture, fashion and leather goods to fragrance, beauty, watches, and fine jewelry, offering employees the opportunity to contribute to a legacy defined by exceptional craftsmanship and creative audacity. Chanel values excellence, discretion, collaboration, and long-term development, fostering an environment where talent is nurtured and heritage is continually reinterpreted for contemporary clients. Its teams are united by a commitment to quality, innovation, and the timeless spirit of the brand.

Role & Responsibilities

• Define and execute the US Service Excellence strategy, roadmap and target operating model in alignment with CHANEL TECH_ vision and business priorities
• Transform ServiceNow into the operational backbone for Service Management, Knowledge, Asset Management, CMDB, Change, Request and workflow automation
• 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
• Establish clear governance and executive reporting across service performance, operational risk, asset lifecycle, vendor delivery, financials and continuous improvement
• Lead the evolution of IT Asset Management, depot logistics, provisioning and hardware lifecycle capabilities from forecasting through retirement
• Strengthen Incident, Major Incident, Problem, Change and Root Cause practices to improve resilience, reduce disruption and accelerate recovery
• 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
• Deliver measurable gains in customer satisfaction, automation coverage, mean time to restore, change success, backlog health, asset accuracy and field response
• Embed security, auditability and operational controls into service processes, access practices, asset custody and technology lifecycle management

Qualifications

• 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

Skills

Experience

10+ years of progressive enterprise IT service delivery, support or operations leadership experience with responsibility for large, distributed teams and third-party providers. Minimum 5+ years leading ServiceNow-enabled ITSM capabilities with demonstrated expertise in ITIL practices. Proven track record of transforming service operating models through automation, self-service platforms, analytics, process redesign and organizational change management. Experience in retail, luxury, hospitality or customer-centric environments where service quality and business continuity are mission-critical. Demonstrated success managing vendor and managed service provider performance, vendor governance, contract negotiation, budget ownership and delivering measurable cost savings. Leadership experience with asset lifecycle management, depot operations, logistics, endpoint provisioning and enterprise support workflows. Ability to balance strategic vision with hands-on operational leadership during critical business moments and major incidents.

Education

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.

Workplace

Compensation

The base compensation for this position ranges from USD 175,000 to USD 215,000 per annum.

Benefits

Paid time off including 2-week August Office Closure and wellbeing fund; family and caregiving benefits including parental leave, fertility support, MilkStork and Care.com Membership; generous paid time off policies including vacation, holiday, sick and volunteer days; 401(k) and other incentives; robust healthcare offerings including medical, dental, vision, MDLIVE virtual care, One Medical, Flexible Spending Accounts, 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; Employee Resource Groups; access to Bloom learning platform and leadership development programs including Imagine Chanel People, Heart of Leadership and group and individual coaching; CHANEL Community volunteer programs and donation matching; support for arts and culture initiatives.

Culture

Chanel fosters a culture of timeless creativity, exacting craftsmanship, and quiet excellence, where employees are encouraged to uphold the house’s heritage while contributing to its continued innovation. The workplace environment is refined, collaborative, and deeply committed to quality, offering professionals the opportunity to grow within a globally respected maison that values discretion, artistry, and long-term vision.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.