Lead SAP S/4HANA Service Delivery at Chalhoub Group – Luxury Retail Innovation in Dubai

Chalhoub Group, the Middle East’s leading luxury retail and distribution powerhouse, is seeking an experienced and visionary SAP S/4HANA Service Delivery Lead to drive end-to-end support and delivery for SAP DevOps and Application Management Services (AMS). This full-time role is pivotal in ensuring seamless post-implementation operations, hypercare leadership, incident response, and ITSM integration.

You will play a strategic role in shaping the Business-As-Usual (BAU) support model, optimizing system monitoring with AI, and managing vendor performance across a dynamic and evolving SAP S/4HANA environment. This is an opportunity to lead innovation across a multi-brand, omni-channel retail group that thrives on excellence, technology, and customer experience.

🔧 Key Responsibilities:

🔹 Support Model Design & BAU Leadership

• Design and implement scalable, efficient SAP support frameworks aligned with Chalhoub Group’s standards.

• Lead operational structure definition in collaboration with internal stakeholders and external system integrators.

🔹 ITSM Tools & Automation

• Lead configuration of FreshService and SAP-related tools such as Cloud ALM.

• Drive AI-powered automation, predictive analytics, and integration across service management systems.

🔹 Incident & Hypercare Management

• Define robust incident management processes and lead critical post-go-live hypercare activities.

• Ensure SLA compliance and rapid issue resolution through well-coordinated triage systems.

🔹 Proactive Monitoring

• Implement and oversee real-time monitoring dashboards and predictive alerting mechanisms.

• Prevent disruptions through AI-driven monitoring and early risk detection.

🔹 Knowledge Base & Training

• Establish a centralized support knowledge repository and lead training efforts for internal support teams.

🔹 Reporting & Continuous Improvement

• Develop KPIs and dashboards to monitor performance and share insights with senior leadership.

• Foster continuous improvement through proactive feedback loops with internal teams and vendors.

✅ Qualifications & Skills:

• 8–10+ years of IT leadership experience in SAP, ERP support, and DevOps service delivery.

• Proven SAP S/4HANA implementation and support experience.

• Expertise in ITSM platforms, incident resolution, and service integration.

• Strong vendor management and hybrid team coordination (onshore/offshore).

• Demonstrated success in managing AMS and transformation programs.

• Bachelor’s degree in IT, Business, or related field. ITIL, PMP, SAP certifications are preferred.

🎯 Ideal Candidate Traits:

• Proactive and analytical with strong ownership mindset

• Exceptional communication, stakeholder alignment, and vendor negotiation skills

• Passion for innovation, automation, and process optimization

• Agile and resilient under pressure with a growth-driven attitude

💼 Why Join Chalhoub Group?

• Work with one of the top luxury retail employers in the Middle East

• Be part of a digital-first, innovation-driven SAP transformation

• Access flexible work policies, child education benefits, and exclusive employee perks

• Join a diverse, inclusive, and award-winning workplace