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.

• 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 (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 prioritization, 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, offboarding, 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; 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 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 optimization initiatives).

• Own incident, problem, and change management for workplace technology services: ensure 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 cutover communications; project management ownership sits with the relevant business/PMO functions.
• 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 synthesize issues with L3/central teams.

• Define the support catalogue and ensure clear ownership between Service Desk, on‑site support, and central/L3 teams.
• Ensure store readiness and stability for workplace tools (endpoints, printing, in‑store devices) through proactive maintenance plans and vendor coordination.
• Drive user experience improvements by analyzing recurring incidents, prioritizing fixes, and tracking closure through to completion.
• Ensure knowledge base, user communications, and training materials are maintained to reduce repeat incidents and improve first‑time fix rate.

• Maintain accurate asset records for endpoints and…