Lead - DevOps Support

1 month ago

Dubai, United Arab Emirates Chalhoub Group Full time

**INSPIRE | EXHILARATE | DELIGHT**

For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear.

Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer.

Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work.

To keep the innovation journey going, the Group has set up “The Greenhouse”, which is not just an innovation hub, but also an incubator space and accelerator for start-ups and small businesses in the region and internationally. This is just one of the several initiatives taken by the Group to reinvent itself, catalysed by forward thinking and future-proofing. The Group has also been embedding sustainability at the core of its business strategy with a clear commitment towards people, partners and the planet, and by being a member of the United Nations Global Compact Community and signatory of the Women's Empowerment Principles.

**What you'll be doing**

This DevOps Support role is responsible for providing technical leadership and ensuring the successful implementation of the DevOps Support horizontal stream of the Transformation program.

**Job Summary**
- This position will take the lead on establishing and managing a comprehensive support model for the organization’s new SAP systems, and will be critical in defining the business-as-usual (BAU) processes and ensuring a smooth collaboration with the appointed System Integrator for Application Management Services (AMS).
- The DevOps Support Lead will focus on modernizing incident management through AI and automation technologies, while ensuring the support model aligns with Group-wide standards and processes
- Additionally, the role will oversee the setup and integration of IT Service Management (ITSM) tools, proactive monitoring systems, and the Group team structure for BAU support. The DevOps Support Lead will also take the lead in managing hypercare support during the critical post-go-live period.
- The DevOps Support Lead will work closely with other functional business and tech leads, stakeholders, and end-users to ensure the support processes put in place are well understood, well communicated to users and thoroughly road-tested before putting into practice
- This role will align with functional technology streams in the program to ensure that the requirements of each functional area are effectively captured in this streams’ scope, and to ensure that dependencies required of functional streams are well managed into DevOps Support
- This role requires knowledge of ERP and enterprise systems, strong leadership capabilities, and excellent communication skills to work with cross-functional teams, stakeholders, and vendors.
- Two of the below are assumed to be in collaboration/cooperation with the System Integrator

**Support Model Design and Implementation**:

- Lead the design and implementation of the BAU support model for SAP systems, ensuring scalability and alignment with organizational objectives.
- Ensure the support model aligns with Chalhoub Group standards, processes, and governance frameworks.
- Collaborate with existing Group Tech + Data stakeholders to define the required operating model and organization design for BAU support, ensuring clear roles and responsibilities across teams and departments.
- Work closely with the System Integrator to establish a clear operational framework for AMS, ensuring roles and responsibilities are well defined
- Service Tooling / ITSM Tools Setup and Integration:

- Lead the configuration, and integration of the Group’s IT Service Management (ITSM) tool (i.e. FreshService) for the support model, including integrations with relevant SAP related tooling such as Cloud ALM
- Ensure the ITSM platform integrates seamlessly with the SAP system and supports incident management, change management, and problem management processes.
- Work with the System Integrator to align their tooling with the organization’s ITSM platform for a unified support ecosystem.
- Ensure the ITSM tool provides visibility and reporting on incidents, service requests, and system health.
- Explore and integrate AI-driven technologies to improve incident detection, triage, and resolution.
- Implement automation tools to stre

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