Service Delivery Manager

Category; Oman; On-site; OMR 31,000 - 40,000; Full time

Job summary

Chanel seeks a Service Delivery Manager to steward IT production services for integration platforms, ensuring stability, availability, and performance. You will interface with architects, support teams, and external vendors to uphold SLAs and OLAs while driving operational excellence.

The role emphasizes incident/problem management, governance, and continuous improvement through ITIL practices, Lean IT, and automation, with strong collaboration across internal and external partners.

Qualifications

• 7+ years in IT service management, RUN operations (production, support, maintenance).
• Proficient in ITIL v4.
• Strong leadership with cross-functional/offshore teams experience.
• Capable of managing major incidents and RCA processes.
• Clear English communication (French a plus).

Responsibilities

• Oversee daily IT operations (monitoring, incidents, changes).
• Ensure SLA/OLA compliance for all production services.
• Track and report KPIs; manage governance and run perimeter.
• Coordinate maintenance activities with technical teams.
• Lead post-incident reviews and implement corrective actions.
• Drive continuous improvement (ITIL, Lean IT, automation).

Skills

ITIL v4

Leadership

Cross-functional teams

Incident management

English communication

Offshore teams management

Education

Bachelor's degree in Computer Science or IT Management

Tools

ServiceNow

Jira Service Management

Dynatrace

ELK stack

Docker

Kubernetes

CI/CD

Job description

The Service Delivery Manager is part of the Global Innovation and Transformation team within the Integration department. This role reports to the Build & Run Senior Manager and works closely with the technical teams (Architect, Support teams, Infrastructure).

The Service Delivery Manager is responsible for ensuring the stability, availability, and performance of IT services in production for Integration Platforms. This role focuses on operational excellence, incident and problem management, and continuous improvement of service delivery. The SDM acts as an interface between technical teams, business stakeholders, and external vendors to maintain service levels (SLAs, OLAs) and drive operational efficiency.

Job description

ABOUT THE JOB

The Service Delivery Manager is part of the Global Innovation and Transformation team within the Integration department. This role reports to the Build & Run Senior Manager and works closely with the technical teams (Architect, Support teams, Infrastructure).

The Service Delivery Manager is responsible for ensuring the stability, availability, and performance of IT services in production for Integration Platforms. This role focuses on operational excellence, incident and problem management, and continuous improvement of service delivery. The SDM acts as an interface between technical teams, business stakeholders, and external vendors to maintain service levels (SLAs, OLAs) and drive operational efficiency.

Location: Neuilly-sur-Seine

Language: English

WHAT IMPACT WILL YOU CREATE AT CHANEL

Service Operations Management

• Oversee daily IT operations (monitoring, incident / problem management, service requests, change).

• Ensure SLA and OLA compliance for all production services.

• Track and report on key performance indicators (KPIs)

• Coordinate maintenance activities (corrective, preventive, evolutive) with technical teams.

• Animate Governance regarding Run perimeter

Incident & Problem Management

• Serve as the escalation point for major incidents (P1/P2) and ensure timely resolution.

• Lead post-incident reviews (RCA – Root Cause Analysis) and implement corrective action plans.

• Drive continuous improvement initiatives (ITIL, Lean IT, DevSecOps practices)

Stakeholder Management

• Internal/External Clients: Communicate service status, incidents, and planned maintenance.

• Vendors/Partners: Manage support contracts (L2/L3) and ensure vendor performance aligns with commitments.

• Technical Teams: Facilitate collaboration between all involved teams -internal & partners

Continuous Improvement

• Identify opportunities for automation, industrialization, and cost reduction (incl. finops)

• Contribute to the technical roadmap to anticipate changes impacting RUN operations.

• Promote best practices (mainly ITIL) incl. documentation, knowledge base

• Drive a shift left activity

Reporting & Governance

• Produce regular reports (monthly, quarterly) on service performance.

• Present KPIs and metrics to IT and business leadership.

• Ensure compliance with security policies and regulations

YOU ARE ENERGIZED BY

• Leading cross-functional teams and collaborating with various stakeholders (internal/external)

• Improving service stability and operational excellence

• Managing critical incidents and driving root cause resolution

• Promoting best practices and continuous improvement (ITIL, Lean IT, automation)

WHAT YOU WILL BRING

You will be successful in this role if you:

• Have 7+ years in IT service management, with a focus on RUN operations (production, support, maintenance)

• Demonstrate proficiency in ITIL v4

• Bring strong leadership skills and experience managing cross-functional and offshore teams

• Thrive under pressure and manage critical situations (major incidents) effectively

• Communicate clearly in English (French is a plus)

Your background typically includes:

• Integration platform knowledge (Microsoft Azure, IPaaS, APIM, BizTalk)

• Tools: ServiceNow, Jira Service Management, Dynatrace, ELK stack

• Technical knowledge: Cloud infrastructure (AWS/Azure/GCP), networking, databases, middleware, containers (Docker, Kubernetes), CI/CD

• Degree in Computer Science, IT Management, or related field

• Certifications: ITIL 4 Foundation/Intermediate

WHAT CHANEL CAN OFFER YOU

Through this role, CHANEL offers a unique opportunity to :

• Join a global transformation team at the heart of Chanel's tech strategy

• Grow your leadership skills in a demanding, high-visibility environment

• Be part of a culture that valuescuriosity, collaboration, and individual growth

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.