Location:
Dubai, United Arab Emirates (UAE)

Employment Type:
Full Time

About Chalhoub Group:
Since 1955, Chalhoub Group has been the leading partner for luxury brands across the Middle East. With over 400 international brands, 950 stores, and a strong presence across fashion, beauty, jewelry, and more, Chalhoub Group is a hybrid luxury retailer that merges tradition with innovation.

Role Overview:
We are seeking a visionary Director of End User Services to lead the transformation of employee technology experiences across Chalhoub’s global operations. You will redefine service delivery through automation, AI-driven tools, experience-level agreements (XLAs), and a continuous service improvement culture. This strategic role is central to empowering employees, enhancing digital productivity, and delivering an exceptional workplace experience at scale.

Key Responsibilities:

• Define and execute the global End User Services strategy, aligning with business and employee experience goals.

• Transition IT operations from SLA-based to XLA-driven models, centered around user satisfaction and operational excellence.

• Oversee all facets of end user services including service desk, field operations, endpoint management, digital workplace platforms, and experience monitoring.

• Lead initiatives to automate services, implement AI-powered support, and modernize knowledge management.

• Deliver high operational reliability across offices, warehouses, and retail stores through proactive monitoring and rapid incident management.

• Champion IT Service Management (ITSM) processes, ensuring they are scalable, efficient, and user-centric.

• Manage vendor relationships, procurement, and budget for end-user devices, collaboration tools, and service platforms.

• Foster a high-performing, innovation-driven End User Services team across multiple locations.

• Drive continuous service improvements based on data, feedback, and emerging technology trends.

Candidate Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• 15+ years of IT experience with at least 5 years in leadership roles overseeing End User Services.

• Expertise in modernizing digital workplace environments using AI, automation, and user experience insights.

• Deep knowledge of ITSM frameworks and digital transformation practices.

• Experience in managing large-scale, distributed operations, ideally within retail or logistics environments.

• Strong vendor management, budgeting, and procurement skills.

• ITIL certification preferred.

• Outstanding leadership, communication, and stakeholder management skills.

Why Join Chalhoub Group?

• Competitive compensation and benefits including healthcare, education contributions, remote/flexible working, and exclusive discounts.

• Dynamic career development opportunities across diverse business units.

• Inclusive, innovation-driven environment recognized for its commitment to sustainability and employee wellbeing.