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 improvement 

• Build, coach and develop high-performing leaders and teams across Service Delivery, Service Desk, VIP Support, Asset Management, CMDB, Change, depot and field operations 

• Deliver measurable gains in customer satisfaction, automation coverage, mean time to restore, change success, backlog health, asset accuracy and field response 

• Embed security, auditability and operational controls into service processes, access practices, asset custody and technology lifecycle management 

You are energized by: 

• Leading large, distributed service organizations through transformation and sustained operational improvement 

• Creating exceptional employee and boutique experiences through technology, hospitality and disciplined execution 

• Using data, automation and customer insights to simplify complex operational environments 

• Building strong leaders, coaching teams and creating a culture of accountability, inclusion and continuous learning 

• Navigating complexity, connecting the dots across functions and turning recurring pain points into scalable solutions 

• Collaborating with passionate business and technology partners in a fast-paced, global luxury environment 

• Balancing strategic vision with hands-on operational leadership during critical business moments and major incidents 

What you will bring to the team: 

Experience & Leadership 

• 10+ years of progressive leadership experience in enterprise IT service delivery, support or operations, including responsibility for large, distributed teams and third-party providers 

• 5+ years leading ServiceNow-enabled IT Service Management capabilities, with strong knowledge of ITIL practices spanning Incident, Major Incident, Problem, Change, Request, Knowledge, CMDB, IT Asset Management and Service Desk operations 

• Experience supporting retail, luxury, hospitality or another highly customer-centric environment where service quality and business continuity are critical 

• Proven success transforming service operating models through automation, self-service, analytics, process redesign and organizational change 

• Strong executive communication skills with the ability to translate operational performance, risk and technical complexity into clear business narratives and decisions 

• Demonstrated capability in vendor governance, contract management, budget ownership, savings delivery and managed service performance 

• Experience with asset lifecycle management, depot and logistics operations, endpoint provisioning and enterprise support workflows 

• A disciplined, data-driven approach to service levels, operational metrics, continuous improvement, root cause analysis and technical debt reduction 

• Inclusive people leadership with a strong track record of coaching managers, developing talent, clarifying accountability and building succession plans 

Skills & Knowledge 

• Service Operations:  ServiceNow, ITSM, ITIL, Service Desk, proximity and field support, VIP support, Incident and Major Incident Management, Problem Management, Change Management, Knowledge Management, CMDB, IT Asset Management, depot and logistics operations, endpoint lifecycle, technical debt management, service levels, operational analytics and continuous improvement 

• Technical & Network:  Fundamental enterprise network and troubleshooting knowledge, including Cisco and Meraki technologies, SD-WAN, LAN, Wi-Fi, WAN, VPN, DNS, DHCP, proxy services and connectivity dependencies across distributed boutiques and corporate locations 

• Platforms & SaaS:  Microsoft 365, Microsoft Office applications, Teams and enterprise collaboration tools, ServiceNow, Microsoft Intune, Windows, macOS, iOS, iPadOS, Salesforce, Genesys, Okta, Microsoft Active Directory and related cloud and SaaS integrations 

• Retail & Operations:  Oracle Xstore or comparable point-of-sale platforms, mobile and fixed endpoint devices, store peripherals, boutique technology dependencies, deployment and provisioning workflows, asset chain of custody, depot operations and business continuity for retail environments 

• AI & Automation:  Fundamental knowledge of enterprise AI, responsible AI practices, workflow automation, virtual support, intelligent ticket deflection, knowledge optimization, analytics and practical use of AI to improve employee experience and service performance 

• Security & Compliance:  Security-by-design, least privilege, identity verification, role-based access, data protection, secure asset custody, vulnerability and patch management, audit readiness, PCI DSS awareness and foundational cybersecurity control practices 

• Vendor & Financial Management:  Vendor and managed service provider governance, contracts, RFP oversight, performance reviews, budget ownership, forecasting, savings delivery, cost optimization, procurement processes and Coupa or comparable procurement platforms 

• Education & Certifications: Bachelor’s degree or higher in Information Technology, Computer Science, Engineering, Business Administration or a related field; an advanced degree is preferred. ITIL certification is strongly preferred. ServiceNow certifications, accredited training and relevant service management, project, cloud, endpoint or security credentials are highly valued 

Position Logistics: 

• Location: New York, NY, with a hybrid work model, 3- days onsite required 

• People leadership: Direct and indirect leadership across multiple service and operations teams 

• Travel: Approximately 10–20%, including visits to boutiques, offices, distribution locations and partner sites 

• Availability: Flexibility to support critical incidents, major business events and planned changes outside standard business hours when required 

• Education & Certifications: Bachelor’s degree or higher in Information Technology, Computer Science, Engineering, Business Administration or a related field; an advanced degree is preferred. ITIL certification is strongly preferred. ServiceNow certifications, accredited training and relevant service management, project, cloud, endpoint or security credentials are highly valued 

*CHANEL, Inc. reserves the right to edit, change or make exceptions to role designations where circumstances are deemed appropriate.

 Compensation:      

• The anticipated base salary range for this position is $175,000-$215,000.  A base salary is one component of the total compensation for this position. Other forms of variable pay [may/will] be offered for this position. Other components [may/will] include bonus potential, benefits, and/or perks.     

  Benefits and Perks:      

• Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure) and a Wellbeing fund       

• Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)      

• Generous paid time off policies to include vacation, holiday, sick and volunteer days       

• 401K and other incentives       

• Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program      

• Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking    

​

Additional Information:      

Chanel is a private company whose values are grounded in creating conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in: 

Diversity and Inclusion:      

• At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy, and dignity for all.  We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.       

• We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.       

Chanel Community:      

• CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.      

• Employees are encouraged to take time off annually to volunteer through the CHANEL Community. CHANEL also matches employee donations to select charitable organizations.      

  Sustainability:

• Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.      

 Arts and Culture:      

• We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent.  US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.      

 Fondation Chanel:      

• Since 2011, Fondation CHANEL’s mission is for women and girls to be free to shape their own destiny.  Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.          

• For more information, please navigate to the Fondation Chanel website here        

  Career and Leadership Development:       

• We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.   

     *Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.