Tech Services Manager in London

Department / Division: Chanel_Tech

Location: London – 38 Berkeley Square (38BY)

Reporting to (Title): UK Head of IT and Functionally attached to the UK & GIS Teams.

Contract: Full-Time, Permanent

Your role @ CHANEL:

CHANEL_TECH is responsible for defining, delivering, and supporting the company’s IT infrastructure services. This includes Application Hosting; Identity Management; Network Management; Supporting videoconferencing and modern workplace solutions; Device Management; and managing the Service Desk, primarily based in France. The UK CHANEL_TECH team ensures these services meet operational excellence standards and support the needs of the organisation.

To support the opening of our brand-new Global Headquarters in the heart of Mayfair at 38 Berkeley Square (38BY), we are committed to establishing an exceptional TECH support organization that delivers operational excellence and meets the needs of all our people, including the most senior executives in our global business.

We are seeking a skilled and experienced TECH Services Manager to manage all operational aspects of the site, including meeting room administration, problem resolution, and request follow-up. The TECH Services Manager will be responsible for ensuring the highest quality of IT infrastructure services at CHANEL 38BY, overseeing, leading, and actively participating in all IT-related activities for the site. The successful candidate will also coordinate the preparation and support of events at 38BY, collaborating closely with both local and global TECH teams.

This is a wonderful opportunity to join our team at an exciting time for the brand, with the opportunity to make a real difference as we start this exciting new chapter at in our smart building at 38 Berkeley Square.

What impact you can create at Chanel:

• Manage and facilitate the communication between TECH and Global Corporate entities related to support/roll out activities.
• Coordinate the Local and Global TECH teams (external support providers, network teams...), creating a collaborative and productive working environment.
• Own TECH strategic objectives (services) and assure the local technical roll out in conjunction with local and global tech teams.
• Represent and advocate TECH interests within the organization.
• Be the on-site point of contact in order to manage major incidents and problems within the wider TECH organization.
• Take in charge the management of specific requests/projects related to special situations (onboarding, new business needs...).
• Build a relationship with key sponsors from Global Corporate in order to proactively enhance end user experience in 38BY.
• Build the relationship and gather feedback from Sponsors and Department Heads to make sure support is in line with expectations.
• Oversee the customer request distribution and timely resolution within the Local Tech and GIS teams.
• Provide quality reporting on operational tasks and status of support against OLA/SLA/XLA.
• Be the technical and managerial escalation level for the key sponsors and department heads.
• Responsible for arranging and managing TECH Service Management meetings for 38BY.
• Be the unique contact point to Facilities Team for 38BY.
• Be the entry point to test and validate any proposed new solutions/projects for 38BY (IOT devices, collaborative solutions...) from facilities teams in order to coordinate with TECH PMO and Local Global TECH teams.
• Manage real estate projects in coordination with 38BY & TECH teams.
• Prepare and support events in collaboration with facilities Team.
• Ensure consistency with CHANEL TECH standards and security best practice.
• Ensure CHANEL Software and Hardware standards are followed and adhered to.
• Ensure that all requests follow security best practices.

Oversee and manage a team of third-party suppliers and in-house contingent workers:

• Ensure that all external and internal support resources are aligned with CHANEL’s operational excellence standards and service delivery expectations.
• Build strong relationships with supplier partners and contingent staff, ensuring clear communication of objectives, responsibilities, and performance expectations.
• Monitor and review supplier and contingent worker performance, providing feedback and guidance to uphold quality, compliance, and service level agreements (SLAs).

What you will bring to the role:

• A blend of technical expertise and people-centric leadership to the 38BY team with proven experience in Information Services, especially in roles supporting C-Suite executives. This will be invaluable in both day-to-day problem-solving and in managing strategic projects.
• Fluent in both French and English, enabling seamless collaboration across our global teams.
• A strong ability to build relationships and communicate with stakeholders at all levels, from senior executives to external service providers.
• Excellent management and organizational skills, underpinned by your knowledge of IT Service Management (ITIL), Project Management, and experience with tools such as ServiceNow (SNOW), networking, cabling, SCCM, and Active Directory, ensuring you can deliver operational excellence and continuous improvement.
• A proactive and customer-oriented, and someone who thrives in a fast-paced, evolving environment.
• Your expert technical skills span PC/laptop support, Microsoft operating systems and the Microsoft Office suite, videoconferencing, and multimedia meeting room technology.
• Most importantly, you embody a “can-do” attitude and are motivated by delivering exceptional service for one of the world’s leading luxury brands —always striving to exceed expectations and set new standards of operational excellence.

You are energized by:

• Creating impactful technology experiences that enable others to do their best work in a fast-paced environment.
• Delivering results and demonstrating a “can-do” attitude through adaptability, flexibility and resourcefulness.
• The challenge of serving a diverse and dynamic organization, especially when it involves collaborating with local and global teams to deliver innovative solutions.
• Building relationships, solving complex problems, and being the go-to expert in moments that matter—whether it’s supporting high-profile events, onboarding new colleagues, or rolling out new technologies.
• Contributing to the ongoing and companywide version of sustainability. Sustainability is one of CHANEL’s key performance drivers, embedded into our ways of working we require continued collective action from all employees to deliver on CHANEL’s House Sustainability Ambitions across our four key areas: 1) Restoring Nature and Climate 2) Investing in Circularity 3) Advancing dignity and prosperity 4) Promoting the autonomy of women.

What you will gain from this experience:

• We are committed to supporting your growth—both personally and professionally.
• You’ll be a key part of an exciting new chapter at our Global Headquarters in Mayfair, working in an inclusive culture that values your unique perspective, experience, and potential.
• You’ll have the opportunity to shape and elevate our technology services, work alongside talented colleagues from across the globe.
• The UK Region plays a pivotal role in delivering CHANEL’s House Sustainability Ambitions. Transforming our business and leaving a lasting positive impact on people and the planet will require the collaborative efforts of everyone across our House. As an employee of CHANEL, you will be an important part of this journey.

Benefits at CHANEL:

Our employee benefits have been created to support you across your professional and personal life by offering you:

• Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories.
• Financial Wellbeing: Pension.