INSPIRE | EXHILARATE | DELIGHT

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.
Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.
Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work certification in several markets.
Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

WHAT YOU’LL BE DOING

The Senior Analyst - Tech Service Management will contribute to the development, implementation, and day-to-day operation of IT Service Management processes, and will build strong relationships with business users, and both internal and external support partners.
The role will help ensure that IT services are delivered effectively to our business users. The position will act as a key interface between IT and the business, supporting service performance monitoring, reporting, and continuous improvement initiatives.
The analyst will also support proactive escalation tracking, on-call workflows, and contribute to real-time issue awareness and service health transparency.

KEY RESPONSIBILITIES

• Operate and ensure adherence to ITSM processes, including Incident, Major Incident, Change, Request, Problem, Service Level, Service Transition, and Knowledge Management.
• Provide service process guidance, education, and training to internal and external support partners.
• Serve as the primary escalation point for support teams and business users, fostering effective communication.
• Track escalations, capture updates, and produce regular summaries for leadership.
• Manage and participate in the on-call rota to ensure 24x7 support for major incidents.
• Monitor service performance, report on SLAs, KPIs, OLAs, and XLAs, and highlight improvement opportunities.
• Oversee the full lifecycle of incidents and requests, ensuring timely user and stakeholder communication.
• Support the facilitation and operation of the Change Advisory Board (CAB).
• Maintain and develop support content and user-facing knowledge articles.
• Coordinate major incident and problem management, including RCA, follow-up, and retrospectives.
• Track supplier performance against contractual SLAs.
• Help maintain accurate IT Service Catalogue and CMDB records.
• Support service audits and process reviews to uphold governance standards.