Reference code: JR127671
Richemont gestisce alcune delle Maison di beni di lusso più importanti al mondo, in particolare nel settore della gioielleria, orologeria pregiata e accessori premium. Ogni Maison rappresenta l’orgoglio di una tradizione di stile, qualità e artigianato che Richemont cerca di preservare nell’identità e eredità di ognuna delle sue Maison. Allo stesso tempo, impegniamo le nostre forze nella creazione e nel design di prodotti innovativi che mantengano i valori delle nostre Maison, con un processo costantemente creativo.
Role & Responsibilities:
Job Definition (Key Purpose of the Job):
Lead end-to-end IT Operations for Hong Kong, Macau, Taiwan and Hainan, ensuring stable services across boutiques, offices, distribution centers and events. Drive Operational Assurance with a strong customer-centric mindset—prioritizing predictable, frictionless experiences and reducing business disruption through disciplined ITSM. In strong collaboration with the PMO and Regional teams, ensure delivery governance, portfolio visibility, and effective execution-to-operations handover.
Key Result Areas:
1) Operational Assurance & Customer Experience
Deliver reliable, consistent services that colleagues and boutiques experience as “always working”. Focus on experience outcomes, not only technical signals.
• Own service reliability and end-user experience; capture feedback and translate insights into operational improvements.
• Keep critical workplace and collaboration services consistently operational (meeting rooms/VC, telephony, connectivity, devices), with awareness of AV monitoring and conferencing components.
• Drive continual improvement (service reviews, trend analysis, prevention actions) across internal teams and partners.
2) Retail & Workplace Operations
Ensure retail and workplace technology readiness for daily trading and high-impact moments through strong on-site execution and clear accountability.
• Lead readiness for boutique lifecycle and peak periods (open/close, renovations, pop-ups) with cutover planning, risk controls and hypercare.
• Standardize field support and site routines (asset lifecycle, on-site/VIP/event support) to deliver consistent outcomes across markets.
• Coordinate with Maisons and business owners to align priorities and reduce operational friction in-store and in-office.
3) ITSM, Service Delivery Governance & PMO Collaboration
Run a strong ITSM backbone and partner closely with PMO to ensure disciplined governance, transparent reporting, and clean transition from delivery to operations.
• Operate and improve core ITSM practices (incident/major incident, problem, change enablement, request, knowledge) with clear ownership and escalation (e.g., ServiceNow).
• Co-lead governance cadence with PMO (portfolio visibility, demand intake, service reviews, action tracking and communications).
• Facilitate clean execution-to-operations handover for projects/changes (service transition readiness, runbooks, CMDB/asset hygiene, hypercare plan).
4) Security, Vendor & Financial Management
Protect services and ensure sustainable operations through strong risk controls, vendor governance and budget discipline.
• Enforce security, risk and compliance controls; coordinate audit readiness and remediation across markets.
• Manage operations budget and vendor performance (service quality, escalations, improvement plans) to maximize resilience and value realization.
• Maintain solid knowledge of identity & access management and connectivity/infrastructure standards used in the region (e.g., Meraki, CATO and Check Point).
5) People & Team Management
Build and lead a high-performing operations team and partner ecosystem with a customer-centric culture, clear accountability and sustainable coverage.
• Lead, coach and develop team members and extended workforce; promote continuous learning and knowledge sharing.
• Set clear objectives and ways of working; foster transparency, collaboration and ownership across markets.
• Plan resourcing and coverage for BAU and peak periods in close collaboration with PMO and key stakeholders.
6) Support Digital Applications & Low-/No-code Platforms (Mendix / Power Platform / UiPath / Pega)
Participate in and support the operational run of selected digital applications and low-/no-code solutions, partnering with the owning product/platform teams.
• Support day-to-day run and issue coordination for selected digital applications/automations by collaborating with platform/CoE teams and vendors.
• Facilitate release readiness and stable rollout (support model, access, monitoring, hypercare) together with the owning teams.
• Collaborate to identify recurring pain points and feed them into improvement plans and product backlogs.
7) Support Data Platform Operations (GCP / Analytics)
Support NEA’s consumption and reliable operation of data products provided by Regional Data and central teams, with governed access and clear support pathways.
• Support business users using analytics/data products (e.g., Looker) through coordination, runbook awareness and clear support routing.
• Facilitate onboarding and access steps (as defined by governance owners) and help keep documentation/support channels clear for local users.
• Collaborate with Regional Data teams to surface operational issues (availability, access blockers, adoption friction) and support timely resolution.
Competency Requirements:
Behavioral Competencies –
- Strong customer-centric, service-oriented leadership and communication
- Structured problem solver; calm and decisive under pressure
- Drives transparency, accountability and continuous improvement
- Collaborative mindset; works effectively with PMO, business stakeholders and vendors
Functional Competencies –
- Proven IT Operations & ITSM leadership (ITIL-aligned) and service governance
- Retail technology operations exposure (boutiques/events, field support, cutovers)
- Solid knowledge in identity & access management and infrastructure/connectivity operations in complex enterprise environments
- Strong vendor management and financial discipline
Added Advantage –
- Familiarity with low-/no-code platforms and digital application operations (e.g., Mendix, Power Platform, UiPath, Pega)
- Familiarity with GCP-based analytics/data products and support model (e.g., Looker)
- Familiarity with AI assistants / agentic AI concepts in an enterprise-governed context
Experience
- Minimum Relevant Experience: 12+ years in IT Operations / Infrastructure / Service Management / Retail Technology
- Minimum Managerial Experience: 5+ years
- Strong track record working with PMO / project governance teams to drive execution discipline and smooth transition to operations
- Languages: Fluent English; Cantonese and Mandarin
Academic Qualifications
- Degree or above in Computer Science, Information Systems, Engineering, Business Administration or related disciplines
- ITIL Intermediate (or higher) preferred; PM/Agile and Security certifications are a plus
- Cloud/Data fundamentals and low-code training/certifications are a plus
