Senior Tech Ops & End-User Support Leader, MEA

Sephora; Dubai; On-site; AED 300,000 - 450,000; Full time

Job summary

Sephora Dubai seeks a Tech Ops & Support Manager to lead end-user computing and workplace technology across stores and HQ in the Middle East. You will drive service delivery, governance, and continuous improvement with local IT teams and partners, ensuring a reliable operating model and strong customer focus.

The role requires over 10 years in IT operations and at least 5 years in multi-site/Retail settings, with fluency in English.

Qualifications

• 10+ years in IT operations and support, with at least 5 years in retail/multi-site operations.
• Fluent in English; Arabic or French a plus.
• Bachelor's degree or equivalent.
• Proven leadership of workplace technology/end-user services in an international, multi-country setting.

Responsibilities

• Lead end-user computing and workplace technology services for Stores and HQ across the Middle East.
• Own governance routines: service reviews, incident communications, continuous improvement.
• Manage vendor relationships end-to-end: performance, service quality, commercials, and adherence.
• Provide multi-country escalation governance and ensure timely execution of decisions.
• Oversee onboarding/offboarding/moves and lifecycle management for devices and services.
• Drive budget input, procurement governance, and cost optimization for workplace technology.
• Define and monitor KPIs (SLA/SLO, user satisfaction, backlog, device compliance).
• Coordinate with Local IT teams and MSPs to ensure service readiness and smooth cutovers.

Skills

IT operations management

Leadership

Vendor management

Stakeholder management

IT service management

English fluency

Education

Bachelor's degree or equivalent

Job description

Sephora Dubai seeks a Tech Ops & Support Manager to lead end-user computing and workplace technology across stores and HQ in the Middle East. You will drive service delivery, governance, and continuous improvement with local IT teams and partners, ensuring a reliable operating model and strong customer focus.

The role requires over 10 years in IT operations and at least 5 years in multi-site/Retail settings, with fluency in English.