About this role
About the role
The Service Delivery Assistant Manager, Hong Kong & Macau supports market‑wide service delivery and daily operations to meet SLAs and elevate end‑user satisfaction. Reporting to the Service Delivery Manager, Hong Kong & Macau, this role champions best practices across service management, asset lifecycle, and infrastructure/application support. You will coordinate internal SMEs and external partners, manage on‑site and offshore support vendors, and ensure operational readiness for changes, releases, and projects. As a trusted partner to the business, you will help propose and implement improvements that ensure quality, resilience, and a premium client experience aligned with CHANEL’s standards.
What impact you can create at CHANEL
Operational Excellence: Ensure incidents, requests, and problems are resolved within SLAs; improve MTTR, first‑time‑right (FTR), and backlog health through governance, reporting, and continuous improvement.
Consistent Service Quality: Maintain runbooks, SOPs, and knowledge articles; reinforce operational procedures with on‑site teams and offshore partners.
Retail & VIP Experience: Safeguard boutique operations and deliver Genius Lounge/white‑glove support.
Project Readiness & Stability: Lead local coordination for infrastructure workstreams and ensure smooth go‑live and hypercare.
Proactive Capacity Management: Track endpoint performance, network utilization, and store technology capacity.
Value & Compliance: Drive vendor performance, support RFP inputs, maintain CMDB accuracy.
Adoption & Communication: Orchestrate training, guides, clinics, and surveys.
You are energized by
Coordinating major incidents and escalations with clear stakeholder updates.
Turning service data into action through dashboards and improvement plans.
Managing asset lifecycle activities across procurement, deployment, refresh, and disposal.
Supporting site projects end‑to‑end.
Co‑creating solutions with retail operations and global/regional IT.
Driving technology adoption including Digital Workplace Services and Copilot.
What you will bring
Qualifications
Mandatory: Bachelor’s degree in Engineering, Computer Science, IT, or related.
Preferred: ITIL v4 Foundation.
Experience
4+ years in Service Delivery Management.
Strong infrastructure project delivery background.
Experience in MNC or retail industry.
Technical & Tooling
ITSM expertise (Incident/Problem/Change), ServiceNow proficiency.
Strong knowledge of networking, voice/video, Windows Server, VMware, Citrix, O365.
Security tools including Zscaler, Okta, Forcepoint, ASA Firewall.
Cloud experience with Azure/AWS.
Retail technology support knowledge.
Experience with Copilot, Power BI, Power Automate is a plus.
Competencies
Strong stakeholder engagement and communication skills.
Project and vendor management capability.
Analytical, organized, and decisive under pressure.
Ability to lead service improvements and enforce standards.
Passion for innovation and solution design.
Experience supporting AI solution adoption and security considerations.
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.
Other facts
About CHANEL
Chanel is a private company and world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery and Watches. Founded by Gabrielle Chanel in 1910, the House remains dedicated to exceptional craftsmanship and offering high-end creations. Chanel employs more than 32,000 people worldwide.
As part of this, the House promotes arts, culture and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.
Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand the brand, the business, and develop their personal motivations. This means everyone can grow, continue to be inspired and feel included, now and in the future. The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organisation and its people.
Chanel is committed to rewarding people competitively, as well as offering initiatives such as wellbeing programmes, learning and development opportunities, and parental leave for all parents globally.
What you'll do
- The Service Delivery Assistant Manager supports market-wide service delivery and daily operations to meet SLAs and enhance end-user satisfaction. This role involves coordinating internal SMEs and external partners, managing support vendors, and ensuring operational readiness for changes and projects.
Ready to join CHANEL?
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