Tech Ops & Support Manager

Reporting to: CIO

At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.Since its inception in 1969 in Limoges, France, and as part of the LVMH  Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty.With 56,000 employees in 35 countries, we connect customers and beauty brands within the world’s most passionate beauty community. With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more.

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.

This role leads and coordinates 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, stakeholder communication, and continuous improvement.

You will excel and enjoy this role if you are ready to actively handle the following missions:

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 (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.

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 optimization initiatives).

Service Delivery & Lifecycle Management

· 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.

End-user Support & Ownership (stores & HQ):

· 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.

IT Asset Lifecycle, Controls, and Audits:

· Maintain accurate asset records for endpoints and peripherals (assignment, location, warranty, and lifecycle status) and ensure alignment with finance and audit requirements.

· Define and enforce standards for device build, accessories, and refresh cycles; 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 optimization initiatives (cost, stock levels, vendor performance) and contribute to regional workplace technology roadmaps.

Do not hesitate to apply if you have:

· Have > 10 years’ 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.

· Be fluent in English; Arabic and French are a plus.

· Hold a bachelors degree or equivalent.

· Willingness to learn, flexibility and ability to quickly adapt

· You have a proven track record leading workplace technology / end-user services in an international, multicultural environment. 

· You are a service owner and people leader who can translate business needs into a reliable operating model and measurable outcomes.

· Demonstrate strong leadership and accountability for service outcomes (availability, user satisfaction, SLA/SLO performance, and continuous improvement).

· Have experience managing vendors and managed services, including contracting basics, governance routines, performance reviews, and issue escalation.

· Be skilled in IT service management practices (incident/problem/change, knowledge management, reporting) and able to create practical processes that work well and can grow with the business.

· Be an effective stakeholder manager and communicator, comfortable engaging with Retail leadership, HQ functions, and regional/EME IT stakeholders in a matrix organization.

· Have experience leading multi-country end-user support operations for Stores and HQ (service desk/field support models), including escalation management, communications, and continuous improvement.

· Be a hands-on service leader (not a project manager): prioritize stability, user experience, and fast restoration of service for Stores and HQ across the region.

· Own and contribute to budget planning, procurement governance, and cost optimization for workplace technology, including asset lifecycle and stock management.

· Maintain sufficient technical understanding of modern endpoints and collaboration tools to challenge vendors/teams and make informed decisions.

Here, you will find:

· Community , in which authenticity is embraced, and the strength of our differences fuels our collective spirit 

· Culture of empowerment, learning & growth, that offers you the tools, space and opportunity to learn, innovate and lead 

· Work that brings fulfillment . From delighting clients every day, to inspiring our industry at large, every action makes a difference 

Join us and belong to something beautiful