INSPIRE | EXHILARATE | DELIGHT

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, 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.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

What you'll be doing  

We are looking for a dynamic, visionary leader to join our team as the Director of End User Services, a strategic role responsible for transforming and elevating the technology experience for every employee across our global operations.

This role goes beyond traditional service delivery we’re seeking someone who thrives at the intersection of customer experience, digital productivity, and IT service excellence. As a key leader in the Corporate Technology team, you will redefine how employees engage with technology through automation, experience-level agreements (XLAs), AI-driven tools, and continuous service improvement. Your mission is to empower our people, enhance operational reliability, and drive a frictionless digital workplace experience at scale.

You will oversee the full lifecycle of end user services, including digital workplace platforms, service desk operations, endpoint engineering, field support, and experience management. Working closely with business and technology stakeholders, you will shape and deliver a next-generation end user strategy that maximizes value, drives performance, and delivers measurable outcomes beyond SLA compliance.

In their endeavour to excellence, the fundamental values all our employees must possess are Commitment, Integrity, Empathy and Flexibility.

Key Responsibilities:

Strategic Leadership & Vision

• Define and execute the global End User Services strategy, aligning digital workplace initiatives with business priorities and employee experience goals.
• Shift the organization from SLA-focused metrics to an XLA (Experience Level Agreement) model, placing end-user outcomes and sentiment at the centre of IT operations.
• Serve as the thought leader for modern workplace innovation, AI-driven automation, and experience management.
• Partner with senior leadership to deliver proactive, data-informed strategies that enhance productivity and engagement across the enterprise.

End User Experience & Service Transformation

• Embed a culture of customer excellence, using real-time feedback, telemetry, and sentiment analysis to continuously improve service delivery.
• Eliminate the "watermelon effect" by designing KPIs that reflect actual user experience and drive accountability across support and engineering teams.
• While transitioning to an XLA-centric approach, maintain oversight of SLAs and OLAs, ensuring contractual obligations are still met across service providers and internal teams.
• Work with vendors and internal functions to define and manage Operational Level Agreements (OLAs) that support and reinforce user-facing service levels
• Lead the evolution of support models through automation, self-service, AI agents, and proactive monitoring, reducing resolution times and increasing satisfaction.
• Drive adoption and optimization of key digital workplace tools (e.g. Microsoft 365, Teams, OneDrive, collaboration suites).
• Own and manage the Service Catalogue, ensuring all services offered to the business are well-defined, documented, and aligned to business value and performance expectations

Technology Empowerment & AI-Driven Productivity

• Deliver intuitive, AI-enhanced desktop environments that streamline workflows, automate routine tasks, and improve decision-making.
• Promote a culture of self-sufficiency by implementing modern knowledge management, on-demand training, and in-product guidance.
• Enable data-driven productivity through continuous measurement, user education, and actionable insights derived from user behaviour and tool utilization.

Operational Reliability & Field Services Excellence

• Establish close collaboration with Technology teams to ensure end-to-end technology reliability and support across offices, warehouses, and retail stores, minimizing downtime and optimizing user uptime.
• Oversee IT field operations and site support, ensuring rapid issue resolution and high-quality service across distributed locations.
• Lead technology enablement for store rollouts, closures and moves, ensuring seamless deployment, configuration, and onboarding of end user systems.
• Design and implement robust operational processes that support business continuity and critical workflows.

IT Service Management & Tooling

• Be accountable for the Major Incident Management process, ensuring timely escalation, clear communication, and coordinated resolution of high-impact issues, while driving post-incident reviews to prevent recurrence.
• Lead the evolution of IT Service Management (ITSM) by optimizing platforms, workflows, and automation to improve service quality, operational efficiency, and user satisfaction.
• Own the ITSM platform and core service processes, including incident, change, problem, asset, and request management, ensuring they are scalable, user-centric, and aligned to ITIL best practices.
• Drive service catalogue maturity and digital enablement, including intuitive self-service portals, AI-powered virtual assistants, and smart ticket routing to enhance resolution speed and user empowerment.
• Oversee end-to-end Change Management, ensuring RFCs are rigorously assessed, approved, and communicated, with minimal operational risk and full stakeholder alignment.
• Champion continuous service improvement by analyzing performance trends, user feedback, and root cause data to implement meaningful, long-term enhancements.
• Support transitional IT projects and new service onboarding, ensuring operational readiness, effective knowledge transfer, and alignment with the enterprise support model.
• Maintain alignment with the broader application landscape, partnering with platform teams to ensure end-user readiness and consistent support for evolving business technologies.

Procurement & Budget Management

• Lead procurement and vendor management for end user devices, collaboration tools, software platforms, and related services.
• Develop and manage the End User Services budget, ensuring cost-effective delivery and alignment with financial targets.
• Monitor vendor performance, service level compliance, and strategic alignment to ensure consistent value delivery.
• Identify and realize cost optimization opportunities across device lifecycle management, licensing, and service contracts.

People Leadership & Team Development

• Build, inspire, and lead a high-performing End User Services team, including service desk, endpoint engineering, and field support.
• Promote a culture of innovation, accountability, and user-centricity within the team.
• Support career development and succession planning to cultivate future leaders and maintain high engagement.

Continuous Improvement & Innovation

• Foster a mindset of continuous improvement by championing new technologies, processes, and user engagement strategies.
• Stay current on emerging trends in digital workplace, service automation, employee experience, and endpoint management.
• Leverage data to identify performance gaps, track improvements, and align services with evolving business and user needs.

Technical Expertise & Hands-On Experience

• Deep understanding of modern workplace platforms
• Experience deploying and managing endpoint experience tools and telemetry for real-time insights.
• Proven ability to lead enterprise-wide service desk transformations, desktop engineering, and IT support operations.
• Familiarity with scripting and automation for end user environments (e.g. PowerShell, Intune policies, self-healing agents).

What you’ll need to succeed:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 15+ years in IT, with 5+ years in a leadership role within End User Services or Digital Workplace.
• Demonstrated experience in modernizing IT support and end user environments through automation, AI, and experience-focused design.
• Proven success in building and leading globally distributed teams across service desk, engineering, and field operations.
• Strong understanding of ITSM practices, digital transformation, endpoint management, and experience-level management.
• Experience working in large-scale, high-volume environments such as retail, logistics, or similar distributed business models.
• ITIL certification or experience with ITSM frameworks and tools preferred.
• Excellent vendor and contract management experience.

What we can offer you  

With us, you will turn your aspirations into reality.  We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.  

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.  

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.