Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

CHANEL is seeking a Senior Group Director, Tech Service Excellence & Operations to lead technology service delivery across boutiques, corporate offices, and supply chain operations. This role will transform operational support by integrating luxury hospitality, modern Service Management, workflow automation, and data-driven operational excellence, partnering with global technology teams and business leaders to enhance employee and boutique experiences.

Responsibilities

Define and execute the US Service Excellence strategy, roadmap and target operating model.
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.
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.
Strengthen Incident, Major Incident, Problem, Change and Root Cause practices.
Partner with Infrastructure, Digital Employee Experience, Retail Technology, Information Security, Finance, Procurement, Human Resources and global technology teams.
Drive disciplined vendor and managed service provider performance.
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.

Requirements

10+ years of progressive leadership experience in enterprise IT service delivery, support or operations.
Responsibility for large, distributed teams and third-party providers.
5+ years leading ServiceNow-enabled IT Service Management capabilities.
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.
Proven success transforming service operating models through automation, self-service, analytics, process redesign and organizational change.
Strong executive communication skills.
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

ServiceNow
ITSM
ITIL
Service Desk
Proximity and field support
VIP support
Incident and Major Incident Management
Problem Management
Change Management
Knowledge Management
CMDB
IT Asset Management
Depot and logistics operations
Endpoint lifecycle
Technical debt management
Service levels
Operational analytics
Continuous improvement
Fundamental enterprise network and troubleshooting knowledge
Cisco and Meraki technologies
SD-WAN
LAN
Wi-Fi
WAN
VPN
DNS
DHCP
Proxy services
Microsoft 365
Microsoft Office applications
Teams
Enterprise collaboration tools
Microsoft Intune
Windows
macOS
iOS
iPadOS
Salesforce
Genesys
Okta
Microsoft Active Directory
Cloud and SaaS integrations
Oracle Xstore or comparable point-of-sale platforms
Mobile and fixed endpoint devices
Store peripherals
Boutique technology dependencies
Deployment and provisioning workflows
Asset chain of custody
Depot operations
Business continuity for retail environments
Enterprise AI
Responsible AI practices
Workflow automation
Virtual support
Intelligent ticket deflection
Knowledge optimization
Analytics
AI to improve employee experience and service performance
Security-by-design
Least privilege
Identity verification
Role-based access
Data protection
Secure asset custody
Vulnerability and patch management
Audit readiness
PCI DSS awareness
Foundational cybersecurity control practices
Vendor and managed service provider governance
Contracts
RFP oversight
Performance reviews
Budget ownership
Forecasting
Savings delivery
Cost optimization
Procurement processes
Coupa or comparable procurement platforms

Location

New York, NY

Work Type

Hybrid

Experience Level

Senior
10+ years of progressive leadership experience in enterprise IT service delivery, support or operations

Education Level

Bachelor’s degree or higher in Information Technology, Computer Science, Engineering, Business Administration or a related field
Advanced degree preferred
ITIL certification strongly preferred
ServiceNow certifications, accredited training and relevant service management, project, cloud, endpoint or security credentials highly valued

Salary/Compensations

$175,000-$215,000

Benefits

Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure) and a Wellbeing fund
Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
Generous paid time off policies to include vacation, holiday, sick and volunteer days
401K and other incentives
Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), 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

About the Company

CHANEL is a world leader in creating, manufacturing and distributing luxury products.
Founded by Gabrielle Chanel in 1910, the House remains dedicated to quality craftsmanship and offering high-end creations.
Chanel employs more than 32,000 people worldwide.
Core values are grounded in: Exceptional creation and client experience, Nurturing human potential, Having a positive impact – on people, the environment and communities around the world.
The company promotes arts, culture and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.
Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities.
It offers a unique working environment where people are given time to understand the brand, the business, and develop their personal motivations.
The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organisation and its people.
Chanel remains committed to rewarding people competitively, as well as offering initiatives such as wellbeing programmes, learning and development opportunities, and parental leave for all parents globally.

Equal Opportunity

At CHANEL, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress.
We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams.
We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.
We are intentional in promoting Diversity & Inclusion.
We foster respect, empathy, and dignity for all.
We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.
We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.