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), Service Now 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.