About The Role

This role is part of the Chanel Malaysia's Technology and Digital Services team and has a specific focus on ensuring the delivery of technology services, including application and infrastructure to our local market.

The role should demonstrate the best practice of project, service and asset management including infrastructure and application support aspects.  It is crucial for the role to be able to assist the project delivery of global and regional projects on ITAM, Infrastructure and application aspects, and coordinate internal resources (Subject Matter Experts) and external resources to support daily operations.

The role will also be expected to scope, plan and deliver projects (with project consultants, service providers, and Local IT) that are originating from Global and Regional IT, and/or requested by Regional and Local Business Leaders.

 

Excellent stakeholder management skills are necessary for the person to be successful in this role.

 

To be successful in interacting with the business and the various IT teams delivering the challenging initiatives, it is essential to have effective and efficient communication skills.

What impact you can create at Chanel

Service Management

Manage incidents, problems, in country end user computing support team, and offshore support vendorsReview change execution and result impacting the market you are responsible for, understand failed changes and their impact, suggest improvements to avoid unnecessary business impactOwner of the market’s incident, support and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when requiredTake ownership of major incidents with support of the Major Incident Manager to ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviewMonitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Define, shape, and generate reports on key metrics and KPIsAccountable for the quality of service and performance provisioned to the market; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systemsMaintain high level of customer satisfaction and work with relevant teams to implement service improvement plans, reporting on implementation against agreed Service Improvement Plans (SIPs), and support coordination of proposed actionsBuild and maintain relationships with internal customers and other stakeholders to discuss service levels and service improvement opportunitiesManage and maintain IT hardware and software asset inventoryImplement and manage service delivery management projects led by global and regional teamsEnd to end ownership of application incident and request tickets, working with regional application teams to and local IT teams to resolve; details of troubleshooting and resolution should be handled directly by regional application teams with hands-on input from local IT teams as neededLiaises with internal and external solution delivery and support partners to ensure local IT manager can maintain the health of local and regional applications in market and timely support to address incidents.

Project Delivery

Act as in-country delivery manager to govern infrastructure delivery activities on new sites establishment, renovation, relocationChampion service and support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.Manage regional service vendor(s) to deliver projects, including new openings/renovations of boutiques/counters, as required by business or follow the regional IT project plan.Work with internal and/or third-party teams to ensure project management and project execution according to plan.Advisory on quotation and budget from 3rd party vendor and suggest alternate solution for infrastructure related initiatives in line with global and regional standards.

Budgetary and Performance

Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely mannerManage and monitor market service delivery budget related to infrastructure and service management as requiredWork with internal and third party teams to ensure actions are taken and completed to protect and improve servicesProvide inputs to regional IT Service and Operations Management in managing regional level budgetary and performance management

Security and Data Protection

Lead the remediation of security risks identified by internal and external partiesCommunicate with local business management on potential risk and escalate as neededCoordinate with local business management key data protection awareness initiatives

Audit

Response to auditor’s request of Service Delivery information in internal and external auditFollow up the auditor’s comment on a timely manner

Other works as assigned

You are energized by

Working in a highly collaborative environment. Being a true partner to the business stakeholders across the organization.Enthusiastic about new technology and data, to improve processes and standards of IT Service ManagementAn environment that advocates listening, co-creation, inclusiveness, user-centricity, and agility in designing holistic solutionsA workplace where we provide you opportunities to drive values in areas where you are good at and support you to be at your best.

What you will bring

At least 8+ years hands on experience in Service Delivery Management with production infrastructure and application support experienceDegree-qualified in Engineering/ Computer Science/ Information Technology, or related technical field preferredHolds a ITIL V3/4  (Foundation Level); intermediate or Expert level would be preferred, PMP-certified Organized, self-motivated, enthusiastic and proven rapid learning capabilityProven multi-tasking skills and desire to resolve problems with a positive ‘can-do’ attitudeStrong IT service management and project management skill with solid proven track recordInnovative problem solving, design and testing skills with a passion to deliverConfidence and flexibility to work under pressure to deliver effective and high quality solutions and designs

What you will learn / What CHANEL can offer you…

At CHANEL, we offer a unique opportunity to work in a dynamic and ever-changing business environment. You will gain exposure to regional financial operations and be part of a global luxury brand known for its innovation and excellence. You will further develop your expertise in financial reporting, internal controls, and regulatory compliance, while contributing to the business’s strategic goals.

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.