About the role:
The IT Manager - Technology and Operations serves as the single focal point for managing technology operations and service delivery in Thailand. Leading a team responsible for infrastructure and application support, this role ensures service level agreements are met and ensures end user satisfaction.
The role requires strong service and project management practices, working closely with local, regional and global project teams while coordinating internal subject matter experts and external partners to support daily operations and project delivery.
This role is also responsible for scoping, planning and delivering projects in partnership with project consultants, service providers and Local IT, whether originating from Global or Regional IT or requested by business leaders. As part of the APAC Tech Community, the role ensures compliance with global and regional standards, processes and procedures applicable to Thailand.
Acting as a trusted partner and advisor to the business, this role proposes relevant solutions and improvements to support the delivery of IT services. Strong stakeholder management and clear, effective communication skills are essential for success in this role.
What impact you can create at Chanel:
Service Management
Own end-to-end incident and request ticket management, including support and escalation processes, working with regional application teams and local IT to resolve issues promptly.
Ensure high performance across all service processes through accurate reporting, trend analysis and continuous improvement activities.
Take ownership of major incidents alongside the Major Incident Manager, coordinating resolving parties, communicating with stakeholders and conducting post-incident reviews.
Monitor, control and support service delivery by ensuring systems, methodologies and procedures are in place. Define and report on key metrics and KPIs.
Be accountable for service quality and performance, ensuring future demand from growth and projects is factored into capacity plans.
Proactively identify recurring issues and improvement opportunities, driving service improvement plans through to completion to maintain high user satisfaction.
Project Delivery
Act as in-country delivery manager for infrastructure projects, including new site establishment, renovation and relocation.
Coordinate with internal and third-party teams to ensure projects are delivered on scope, on time and within budget.
Advise on vendor quotations, budgets and alternative solutions for infrastructure initiatives in line with global and regional standards.
Assess the service impact of upcoming projects, working with project teams to minimize disruption and ensure operational readiness before, during and after delivery.
Act as the local point of contact between global/regional project teams and local business stakeholders, ensuring clear communication and alignment throughout the project lifecycle.
Budgetary and Performance
Manage and monitor the market's service delivery budget for infrastructure and service management, ensuring spending is tracked, justified and aligned with business priorities.
Identify cost-effective opportunities to protect and improve services, working with internal and third-party teams to follow through on agreed actions.
Provide inputs to regional Tech team to support regional budgetary planning and performance reporting.
Governance, Security and Compliance
Lead the remediation of security risks identified by internal and external parties, communicating potential risks to local business management and escalating as needed.
Coordinate data protection awareness initiatives with local business management to strengthen security culture.
Review change execution and results impacting the market, understand the impact of failed changes and suggest improvements to avoid unnecessary business disruption.
Respond to auditor requests for service delivery information during internal and external audits, and follow up on findings in a timely manner.
Manage and maintain IT hardware and software asset inventory, ensuring records are accurate and up to date.
Establish and enforce asset management controls, including tracking, regular audits and incident procedures to prevent loss and ensure timely investigation and resolution when asset discrepancies occur.
Stakeholder Management
Build and maintain relationships with internal users and business stakeholders to discuss service levels and identify improvement opportunities.
Liaise with internal and external delivery and support partners to ensure the health of local and regional applications and provide timely support.
You Are Energised By
Partnering closely with business stakeholders across the organization and working in a highly collaborative environment.
Exploring new technology, AI and data to improve IT service management processes and standards.
Being part of a culture that values listening, co-creation, inclusiveness, user-centricity and agility in designing solutions.
Having the opportunity to drive value in areas where you excel, with the support to grow and be at your best.
What You Will Bring
At least 8 years of hands-on experience in service delivery management, covering production infrastructure and application support, within a multinational or retail environment is preferable.
Degree in Computer Engineering, Computer Science, Information Technology or a related technical discipline.
ITIL Foundation certified (Intermediate or Expert level preferred). PMP certification is a plus.
Solid experience across the IT Service Management lifecycle, including Service Strategy, Service Design, Service Operation (Incident, Problem and Change Management) and Continual Service Improvement.
Working knowledge of end user devices, network, server, access points, video conferencing and security technologies, with an interest in following evolving technology trends.
Proven ability to manage IT services, projects, vendors and budgets in parallel, balancing competing priorities and delivering results under pressure.
Practical, solutions-oriented approach to problem-solving with a proactive and positive "can-do" attitude.
Organized, self-motivated and adaptable, with the confidence to work independently, the drive to learn quickly, and a flexible approach to working hours to meet business needs.
Knowledge or experience in data protection and DPO responsibilities is an advantage.
Experience managing vendors and budgets.
What Chanel can offer you
Immerse yourself in the heritage, creativity, and evolution of one of the world's most iconic luxury brands.
Collaborate with diverse teams and leaders across functions, markets, and regions.
Be part of an inclusive culture that values innovation, entrepreneurship, and leadership.
Access world-class development opportunities, resources, and support to accelerate your growth and impact.
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.
Skills Required
- At least 8 years hands-on experience in service delivery management covering production infrastructure and application support
- Degree in Computer Engineering, Computer Science, Information Technology or related technical discipline
- ITIL Foundation certification (Intermediate or Expert level preferred)
- Solid experience across the IT Service Management lifecycle including Incident, Problem, Change Management and Continual Service Improvement
- Working knowledge of end user devices, network, servers, wireless access points, video conferencing and security technologies
- Proven ability to manage IT services, projects, vendors and budgets concurrently
- PMP certification
- Knowledge or experience in data protection and DPO responsibilities
What We Do
CHANEL is a private company and a world leader in creating, developing, manufacturing and distributing luxury products. Founded by Gabrielle Chanel at the beginning of the last century, CHANEL offers a broad range of high-end creations, including Ready-to-Wear, Leather Goods, Fashion Accessories, Eyewear, Fragrances, Makeup, Skincare, Jewelry and Watches. CHANEL is also renowned for its Haute Couture collections, presented twice yearly in Paris, and for having acquired a large number of specialized suppliers, collectively known as the Métiers d’Art. CHANEL is dedicated to ultimate luxury and to the highest level of craftsmanship. It is a brand whose core values remain historically grounded on exceptional creation. As such, CHANEL promotes culture, art, creativity and “savoir-faire” throughout the world, and invests significantly in people, R&D and innovation. At the end of 2019, CHANEL employed more than 28,000 people across the world.
