Reporting to: CIO

At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty.With 56,000 employees in 35 countries, we connect customers and beauty brands within the world’s most passionate beauty community. With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more.

POSITION PURPOSE:

Tech Ops & Support Manager is accountable for the overall end-user computing and workplace technology support service for Stores and HQ across Sephora Middle East countries, based in Dubai, UAE. The role leads day-to-day service delivery, ensures consistent employee experience across markets, and manages local IT teams and partners to deliver support, lifecycle activities, and continuous improvement in line with Sephora and LVMH standards.

This role leads and coordinates the delivery of workplace technology services with Local IT teams and managed service providers across Middle East countries, acting as the primary point of accountability for service performance, stakeholder communication, and continuous improvement.

You will excel and enjoy this role if you are ready to actively handle the following missions:

Stakeholder & Partner management

• Build strong relationships with business stakeholders (HQ functions and Retail operations) and act as the trusted point of contact for workplace technology service topics.
• Establish clear governance and communication routines (service reviews, incident communications, and continuous improvement plans) with EME EUX, Cyber Security, and local IT.
• Manage vendor relationships end-to-end (performance, service quality, commercials, and operational adherence).
• Influence and align stakeholders in a matrix organization, ensuring decisions are documented and executed on time.
• Own the end-user support operating model for Stores and HQ across Middle East countries (remote and in-field), including prioritization, escalation governance, and service quality.
• Lead and coach Local IT teams across countries, ensuring consistent ways of working, adherence to standards, and a strong customer-first support culture.
• Own onboarding, offboarding, and moves/changes service outcomes, ensuring timely delivery, access readiness, and policy compliance across markets.
• Manage the workplace technology lifecycle (forecasting, renewals, replacements, upgrades) and coordinate execution with Local IT teams and suppliers.
• Own procurement and vendor governance for workplace technology services and equipment (supplier performance, commercials, ordering governance) in line with Sephora policy.
• Ensure hardware stock availability, asset tracking, and audit readiness across countries; drive improvements to inventory accuracy and loss prevention.

Service Governance & Compliance

• Ensure all workplace technology services operate in line with IT policies, SOPs, and LVMH/Sephora rules (including security and audit requirements).
• Define and maintain service KPIs (SLA/SLO, user satisfaction, backlog, device compliance) and run regular performance reviews with internal teams and suppliers.
• Own the supplier governance model: contract adherence, penalty/credit application when applicable, and escalation management.
• Manage planning and financial governance for workplace technology (budget input, forecasting, purchase