Tech Ops & Support Manager – End‑User Computing

About the role

Sephora is seeking a Tech Ops & Support Manager to lead end‑user computing and workplace technology services for its stores and headquarters across the Middle East. Based in Dubai, the role reports to the CIO and is responsible for delivering consistent IT support, managing local teams and partners, and driving continuous improvement in line with Sephora and LVMH standards.

Key responsibilities

• Lead day‑to‑day service delivery for end‑user computing across stores and HQ in the Middle East.
• Build and maintain strong relationships with business stakeholders, including HQ functions and retail operations.
• Establish governance and communication routines such as service reviews, incident communications, and improvement plans.
• Manage vendor relationships end‑to‑end, overseeing performance, service quality, commercial terms and operational compliance.
• Own the end‑user support operating model, including prioritisation, escalation governance and service quality for remote and in‑field teams.
• Coordinate with local IT teams and managed service providers to ensure consistent employee experience and adherence to Sephora and LVMH standards.
• Drive continuous improvement initiatives and align stakeholders in a matrix organisation.

Required profile

• Proven experience managing IT service delivery in a multi‑site, retail or similar environment.
• Strong stakeholder and vendor management skills with the ability to influence across a matrix organisation.
• Excellent communication and governance capabilities.
• Leadership experience overseeing local IT teams and external partners.

Required skills

• End‑user computing support processes.
• Workplace technology service management.
• Vendor performance management.
• Incident and escalation governance.