Tech Ops & Support Manager

Position Purpose

Tech Ops & Support Manager is accountable for the overall end‑user computing and workplace technology support service for Stores and HQ across Sephora Middle East countries based in Dubai, UAE. The role leads day‑to‑day service delivery, ensures consistent employee experience across markets and manages local IT teams and partners to deliver support lifecycle activities and continuous improvement in line with Sephora and LVMH standards.

• Stakeholder & Partner management – Build strong relationships with business stakeholders, HQ functions and Retail operations and act as the trusted point of contact for workplace technology service topics.
• Establish clear governance and communication routines, service reviews, incident communications and continuous improvement plans with EME EUX, Cyber Security and local IT.
• Manage vendor relationships end‑to‑end, including performance, service quality, commercials and operational adherence.
• Influence and align stakeholders in a matrix organization, ensuring decisions are documented and executed on time.
• Own the end‑user support operating model for Stores and HQ across Middle East countries, remote and in‑field, including prioritisation, escalation governance and service quality.
• 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, off‑boarding and moves & changes service outcomes, ensuring timely delivery, access readiness and policy compliance across markets.
• Manage the workplace technology lifecycle – forecasting, renewals, replacements, upgrades and coordinate execution with local IT teams and suppliers.
• Own procurement and vendor governance for workplace technology services and equipment, supplier performance, commercials, ordering governance in line with Sephora policy.
• Ensure hardware stock availability, asset tracking and audit readiness across countries, and drive improvements to inventory accuracy and loss prevention.
• Service Governance & Compliance – 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 the supplier governance model – contract adherence, penalty credit application when applicable and escalation management.
• Manage planning and financial governance for workplace technology – budget input, forecasting, purchase approvals and cost optimisation initiatives.
• Own incident, problem and change management for workplace technology services, ensuring proper triage, escalation, root‑cause follow‑up and clear communication to stakeholders.
• Lead the device and endpoint lifecycle program – standards, rollout waves, refresh planning and disposal, ensuring minimal disruption for stores and HQ.
• Ensure service readiness for Stores and HQ changes – openings, renovations, relocations by coordinating support coverage, supplier readiness and cut‑over communications.
• Own asset and stock management processes – forecasting, ordering, tracking, audits to ensure business continuity and reduce shortages.
• Maintain sufficient technical literacy to challenge, coordinate and synthesise issues with L3 central teams.
• Define and enforce standards for device build, accessories and refresh cycles, and ensure compliance through reporting and periodic checks.
• Coordinate secure disposal, returns and data wiping processes in line with security and privacy requirements.
• Identify and deliver optimisation initiatives – cost, stock levels, vendor performance and contribute to regional workplace technology roadmaps.

• Over 10 years of experience 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.
• Fluency in English.
• Arabic and French are a plus.
• Bachelor’s degree or equivalent.
• Willingness to learn, flexibility and ability to quickly adapt.
• Proven track record leading workplace technology end‑user services in an international, multicultural environment.
• Service owner and people leader who can translate business needs into a reliable operating model and measurable outcomes.
• Strong leadership and accountability for service outcomes – availability, user satisfaction, SLA, SLO performance and continuous improvement.
• Experience managing vendors and managed services, including contracting basics, governance routines, performance reviews and issue escalation.

The Company is an equal opportunity employer and encourages applications from all qualified candidates.