Sephora Tech Ops & Support Manager

About Sephora

Sephora is a global prestige beauty leader, renowned for redefining the retail experience through creativity, inclusivity, and expert service. Founded in France and now part of LVMH, the company brings together an exceptional portfolio of beauty brands with a distinctive culture of discovery and innovation. As an employer, Sephora offers a dynamic, customer-centered environment where talent is encouraged to learn, experiment, and grow across retail, digital, merchandising, operations, and corporate functions. Its teams are united by a passion for beauty, entrepreneurship, and belonging, making Sephora a compelling workplace for professionals seeking impact within a fast-moving international brand.

Role & Responsibilities

• Lead and coordinate the delivery of workplace technology services with Local IT teams and managed service providers across Middle East countries, acting as the primary point of accountability for service performance and stakeholder communication
• Build strong relationships with business stakeholders (HQ functions and Retail operations) and establish clear governance and communication routines (service reviews, incident communications, and continuous improvement plans)
• Manage vendor relationships end-to-end including performance, service quality, commercials, and operational adherence
• Own the end-user support operating model for Stores and HQ across Middle East countries, including prioritization, escalation governance, and service quality standards
• Lead and coach Local IT teams across countries, ensuring consistent ways of working, adherence to standards, and a strong customer-first support culture
• Own onboarding, offboarding, and moves/changes service outcomes, ensuring timely delivery, access readiness, and policy compliance across markets
• Manage the workplace technology lifecycle including forecasting, renewals, replacements, and upgrades in coordination with Local IT teams and suppliers
• Own procurement and vendor governance for workplace technology services and equipment in line with Sephora policy
• Ensure hardware stock availability, asset tracking, and audit readiness across countries; drive improvements to inventory accuracy and loss prevention
• Ensure all workplace technology services operate in line with IT policies, SOPs, and LVMH/Sephora rules, including security and audit requirements
• Define and maintain service KPIs (SLA/SLO, user satisfaction, backlog, device compliance) and run regular performance reviews with internal teams and suppliers
• Own incident, problem, and change management for workplace technology services, ensuring proper triage, escalation, root-cause follow-up, and stakeholder communication
• Lead the device and endpoint lifecycle program, ensuring minimal disruption for stores and HQ across the region
• Define the support catalogue and ensure clear ownership between Service Desk, on-site support, and central/L3 teams
• Maintain accurate asset records for endpoints and peripherals and ensure alignment with finance and audit requirements
• Identify and deliver optimization initiatives for cost, stock levels, and vendor performance

Qualifications

• Minimum 10 years' experience in managing IT operations and support with at least 5 years in Retail and/or multi-site operations
• Proven track record leading workplace technology and end-user services in an international, multicultural environment
• Experience managing vendors and managed services, including contracting basics, governance routines, performance reviews, and issue escalation
• Expertise in IT service management practices (incident/problem/change, knowledge management, reporting)
• Experience leading multi-country end-user support operations for Stores and HQ
• Strong technical understanding of modern endpoints and collaboration tools
• Demonstrated strong leadership and accountability for service outcomes including availability, user satisfaction, and SLA/SLO performance
• Bachelor's degree or equivalent qualification

Skills

Experience

Minimum 10 years in managing IT operations and support, with at least 5 years in Retail and/or multi-site operations. Experience in the Middle East is a strong advantage. Candidates must demonstrate a proven track record leading workplace technology and end-user services in an international, multicultural environment.

Education

Bachelor's degree or equivalent qualification

Workplace

Culture

Sephora fosters a dynamic, inclusive workplace where creativity, curiosity, and a passion for beauty are encouraged at every level. As an employer, it is distinguished by its focus on empowerment, continuous learning, and a collaborative retail culture that celebrates individuality and client-centric innovation.

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.