Tech Ops & Support Manager

SEPHORA; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

SEPHORA in Dubai is looking for a Tech Ops & Support Manager to oversee the end-user computing and workplace technology support for Stores and HQ across the Middle East. The role emphasizes service delivery, managing local IT teams, and ensuring compliance with corporate standards.

The ideal candidate will have over 10 years of IT operations experience, including at least 5 years in a retail environment, effective stakeholder engagement skills, and leadership capabilities to foster a customer-first support culture.

Qualifications

• Over 10 years' experience in IT operations, with 5 years in retail.
• Fluency in English; Arabic and French advantageous.
• Proven track record of leading workplace technology services.

Responsibilities

• Manage end-user computing and workplace technology support for Stores and HQ.
• Build strong relationships with stakeholders and manage vendor relationships.
• Ensure compliance with IT policies, SOPs, and governance.

Skills

IT operations management

Stakeholder management

Leadership skills

IT service management

Communication skills

Education

Bachelor's degree or equivalent

Job description

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 (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

• More than 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.
• Fluency in English; Arabic and French are a plus.
• Hold a bachelor’s degree or equivalent.
• Willingness to learn, flexibility, and ability to adapt quickly.
• A proven track record leading workplace technology/end‑user services in an international, multicultural environment.
• Leadership and people management skills to translate business needs into a reliable operating model and measurable outcomes.
• Strong 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.
• Skill in IT service management practices (incident/problem/change, knowledge management, reporting) and creating practical processes that grow with the business.
• Effective stakeholder management and communication skills, comfortable engaging with retail leadership, HQ functions, and regional/EME IT stakeholders in a matrix organization.
• Experience leading multi‑country end‑user support operations for stores and HQ (service desk/field support models), including escalation management, communications, and continuous improvement.
• 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.
• Ownership and contribution to budget planning, procurement governance, and cost optimization for workplace technology, including asset lifecycle and stock management.
• Sufficient technical understanding of modern endpoints and collaboration tools to challenge vendors/teams and make informed decisions.

Here, You Will Find

• A community where authenticity is embraced and the strength of our differences fuels our collective spirit.
• A culture of empowerment, learning, and growth, offering tools, space, and opportunities to learn, innovate, and lead.
• Work that brings fulfillment: from delighting clients every day to inspiring the industry at large, every action makes a difference.

Join us and belong to something beautiful