Senior Group Director, Tech Service Excellence & Operations

Senior Group Director, Tech Service Excellence & Operations 

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. 

About the role: 

CHANEL is looking for a Senior Group Director, Tech Service Excellence & Operations to join the CHANEL TECH_ organization in New York City. Reporting to the Head of Technology, this leader will shape the future of technology service delivery across boutiques, corporate offices and supply chain operations. You will transform operational support into a strategic differentiator by combining luxury hospitality, modern Service Management, workflow automation, and data-driven operational excellence.  

This role partners closely with regional and global technology teams, business leaders and external providers to build high-performing organizations, strengthen resilience, and deliver an elevated experience for CHANEL employees and boutiques. 

The ideal candidate brings a minimum of 10+ years of progressive enterprise IT service delivery, support or operations leadership experience, strong executive presence and a passion for developing people while modernizing technology services at scale. Technical and education requirements are below. 

What impact you can create at CHANEL: 

• Define and execute the US Service Excellence strategy, roadmap and target operating model in alignment with the CHANEL TECH_ vision and business priorities 

• Transform ServiceNow into the operational backbone for Service Management, Knowledge, Asset Management, CMDB, Change, Request and workflow automation 

• Create a luxury-grade support experience for boutiques, corporate employees and executives by embedding customer voice, hospitality and measurable service outcomes into daily operations 

• Modernize Service Delivery through automation, AI-enabled support, self-service, knowledge management and intelligent ticket deflection 

• Establish clear governance and executive reporting across service performance, operational risk, asset lifecycle, vendor delivery, financials and continuous improvement 

• Lead the evolution of IT Asset Management, depot logistics, provisioning and hardware lifecycle capabilities from forecasting through retirement 

• Strengthen Incident, Major Incident, Problem, Change and Root Cause practices to improve resilience, reduce disruption and accelerate recovery 

• Partner with Infrastructure, Digital Employee Experience, Retail Technology, Information Security, Finance, Procurement, Human Resources and global technology teams to convert service pain points into roadmap actions 

• Drive disciplined vendor and managed service provider performance with clear accountability for service levels, business outcomes, cost control and continuous improv