Chalhoub Group is seeking a Lead – DevOps Support to drive the successful implementation and management of DevOps Support for SAP systems within a high-impact transformation program. This full-time role is based in Dubai and requires a seasoned technology leader with expertise in ERP systems (particularly SAP S/4 HANA), incident management, ITSM tools, and proactive monitoring using AI-driven solutions.

This role demands a hands-on leader who can design and operationalize scalable support models aligned with Chalhoub’s standards, ensure seamless collaboration with system integrators, lead hypercare support post-go-live, and modernize service delivery using automation and predictive analytics. You will work closely with stakeholders across functional and technical teams and take full ownership of BAU readiness and incident management excellence.

Key Responsibilities:

• Design and implement a business-as-usual (BAU) support model for SAP systems in alignment with Group standards

• Integrate ITSM tools (e.g., FreshService) and enable automated, AI-driven incident management

• Lead the incident management framework and monitoring tools to ensure high system availability and performance

• Collaborate with system integrators to align support frameworks and responsibilities

• Drive hypercare support post-go-live, ensuring minimal disruption and smooth handover to BAU

• Oversee knowledge management processes, documentation, and upskilling initiatives for support teams

• Develop dashboards and KPIs for reporting on support efficiency, system health, and incident SLAs

• Act as the liaison between internal tech teams and external vendors, ensuring service quality and accountability

Qualifications:

• 8–10 years of experience in technology implementation and support management

• Proven experience in leading DevOps or support roles for SAP ERP systems (S/4 HANA experience preferred)

• Strong understanding of ITSM tools, service desk processes, and vendor management

• Experience with large-scale transformation projects, hypercare leadership, and offshore team coordination

• Familiarity with AI-based monitoring, automation tools, and predictive analytics

• Bachelor’s degree in IT, Business Administration, or a related field

• Relevant certifications such as PMP, ITIL, or SAP are a strong plus

Key Skills:

• Leadership and team management

• Strong communication and cross-functional collaboration

• Analytical and problem-solving mindset

• Detail-oriented, proactive, and adaptable

About the Company:
With over 14,000 employees across seven countries, Chalhoub Group is a pioneer in luxury retail, distributing over 300 brands across fashion, beauty, jewelry, and more. The company prides itself on innovation, sustainability, and an inclusive work culture. Chalhoub Group is ranked among the top employers in the region and is known for supporting employee growth and offering exceptional benefits including flexible work options, healthcare, and child education contributions.