About the Job: Chalhoub Group has been a partner and creator of luxury experiences in the Middle East for over seven decades. The Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. Chalhoub Group is committed to innovation, embracing new technologies, and shaping the future of luxury retail by delivering seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. The culture at Chalhoub Group is rooted in diversity, equity, and inclusion, with a focus on sustainability and a vision to reach Net Zero by 2040.
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What You'll Be Doing: The Senior Analyst - Tech Service Management will contribute to the development, implementation, and operation of IT Service Management processes, ensuring effective delivery of IT services to business users. Key responsibilities include:
- Operating and ensuring adherence to ITSM processes such as Incident, Major Incident, Change, Request, Problem, Service Level, Service Transition, and Knowledge Management.
- Providing guidance, education, and training to internal and external support partners.
- Serving as the primary escalation point for support teams and business users.
- Tracking escalations, capturing updates, and producing regular summaries for leadership.
- Managing the on-call rota for 24x7 support on major incidents.
- Monitoring service performance, reporting on SLAs, KPIs, OLAs, and XLAs.
- Overseeing incident lifecycles, ensuring timely communication with users and stakeholders.
- Supporting the Change Advisory Board (CAB) operations.
- Coordinating major incident and problem management, including Root Cause Analysis (RCA).
- Maintaining accurate IT Service Catalogue and CMDB records.
What You’ll Need to Succeed: - 4–6 years of experience in IT Service Management roles in a multi-vendor environment.
- Strong working knowledge of ITIL processes (required: ITIL Foundation certification; preferred: ITIL 3 or 4).
- Experience in customer-facing service delivery.
- Strong analytical skills with attention to detail, able to identify patterns in service data.
- Effective communication and interpersonal skills to build strong relationships.
- A proactive approach to continuous improvement and service excellence.
What We Can Offer You: Chalhoub Group provides opportunities for enriching experiences, learning, and development, along with diverse career paths. A competitive benefits package includes healthcare, child education contributions, remote and flexible working options, and employee discounts.
Chalhoub Group is committed to inclusion and diversity and welcomes all applicants to apply, ensuring equal opportunity without regard to gender, age, race, religion, national origin, or disability status.
