About the Job:
INSPIRE | EXHILARATE | DELIGHT
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For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group has continually focused on offering exceptional distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in luxury, beauty, fashion, and art de vivre categories. Recently, the Group expanded its expertise into luxury watches, jewellery, and eyewear.
Chalhoub Group is committed to putting customers at the heart of every experience. With over 750 experiential retail stores and a digital presence, the Group aims to deliver luxury experiences that delight customers. With 14,000 skilled professionals across seven countries, its cohesive efforts have made the Group a recognized leader in workplace excellence.
The Lead - SAP/S4HANA Application Support will be responsible for providing technical leadership and managing a comprehensive support model for the organization’s new SAP systems. This role will define business-as-usual (BAU) processes, ensuring smooth collaboration with the appointed System Integrator for Application Management Services (AMS). The successful candidate will also improve incident management through AI and automation technologies, aligning support models with the Group's standards.
Key Responsibilities:
- Establish and manage BAU support model for SAP systems.
- Lead design and implementation of the support model, ensuring scalability and alignment with organizational objectives.
- Collaborate with stakeholders to define operating models and organization design for BAU support.
- Configure and integrate IT Service Management (ITSM) tools for incident management, change management, and problem management.
- Develop strategies to proactively identify potential system issues and streamline repetitive support tasks using automation.
- Implement monitoring and alerting systems for early detection of performance issues in SAP systems.
- Lead hypercare support immediately after go-live and ensure seamless handover to BAU support.
- Establish knowledge base and ensure proper training of support team.
Requirements:
- Strong understanding of business processes and ERP systems, particularly SAP.
- Experience in ERP and enterprise systems support/service management is mandatory.
- A minimum of 8-10 years of experience in technology implementation and management.
- Proven experience as a technical lead in large-scale transformation programs.
- Excellent leadership, communication, and interpersonal skills.
- Bachelor’s degree in Information Technology, Business Administration, or a related field.
- Relevant certifications (e.g., PMP, ITIL, ERP certifications) is a plus.
Language Requirements: None specified.
What We Can Offer You:
Chalhoub Group strives to provide enriching experiences, learning and development opportunities, and a competitive benefits package that includes health care, child education contributions, and flexible working policies. We value diversity and welcome all applicants to apply, ensuring equal opportunity regardless of gender, age, race, religion, national origin, or disability status.
