About the Role

This role is part of the Singapore Technology and Digital Services team and has a specific focus on ensuring the delivery of technology services, including application and infrastructure, to our export markets in Southeast Asia that are managed by the Singapore business (e.g. Indonesia, Philippines etc.)

The role will work with the Local IT teams of the respective markets to manage and improve existing IT services provisioned at Global and Regional levels by both internal and external service providers. The role is expected to oversee the quality of service in designated country to maintain SLA and ensure business and user satisfaction.

The role will lead information security enforcement and remediation activities as led by the Global and Regional Information security teams.

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.

The role is part of the APAC SDM Community and responsible to ensure compliance to global and regional standards, processes and procedures, applicable to Singapore and our export markets in Southeast Asia.

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 vendors

Review change execution and result impacting the market you are responsible for, understand failed changes and their impact, suggest improvements to avoid unnecessary business impact

Owner 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 required

Take ownership of major incidents with support of the Major Incident Manager to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Define, shape, and generate reports on key metrics and KPIs

Accountable 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 systems

Maintain 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 actions

Build and maintain relationships with internal customers and other stakeholders to discuss service levels and service improvement opportunities

Manage and maintain IT hardware and software asset inventory

Implement and manage service delivery management projects led by global and regional teams

End 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 needed

Liaises 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, relocation

Champion 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 manner

Manage and monitor market service delivery budget related to infrastructure and service management as required

Work with internal and third party teams to ensure actions are taken and completed to protect and improve services

Provide 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 parties

Communicate with local business management on potential risk and escalate as needed

Coordinate with local business management key data protection awareness initiatives

Audit

Response to auditor’s request of Service Delivery information in internal and external audit

Follow up the auditor’s comment on a timely manner

Automation

Support ad-hoc requests for automation using systems like Microsoft Power Automate/ Apps

Conduct end user requirements gathering, developments and testing

Ensure maintenance of locally developed Microsoft Apps

Document requirements and technical solution

Support sharing of local solution with other markets

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 Management

An environment that advocates listening, co-creation, inclusiveness, user-centricity, and agility in designing holistic solutions

A 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 experience

Degree-qualified in Engineering/ Computer Science/ Information Technology, or related technical field preferred

Holds a ITIL V3/4  (Foundation Level); intermediate or Expert level would be preferred, PMP-certified

Organized, self-motivated, enthusiastic and proven rapid learning capability

Proven multi-tasking skills and desire to resolve problems with a positive ‘can-do’ attitude

Strong IT service management and project management skill with solid proven track record

Innovative problem solving, design and testing skills with a passion to deliver

Confidence and flexibility to work under pressure to deliver effective and high quality solutions and designs

What Chanel can offer you

The opportunity to work with one of the world's most iconic luxury brands.

Ongoing training and development to enhance your skills and knowledge.

A supportive team environment where your contributions are valued.

Competitive compensation and benefits package.

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.