Global Intranet Platforms Service Owner

ABOUT THE JOB

Chanel invests significant efforts to provide cutting-edge digital solutions, intelligent technologies and smart devices to its employees and partners — enhancing productivity at every level, both individual and collective, helping them carry out their mission efficiently, and enabling everyone to contribute meaningfully to the long-term brand equity of the House.

We are looking for a Global Intranet Platforms Service Owner within the Intranet and No Code Platform (INCP) Service Line of Global Infrastructure Services at Chanel IT.

This position involves global accountability for highly visible services tied to internal websites and intranet solutions — such as creating dedicated spaces to better communicate and collaborate across the House. These services are used by all Chanel entities worldwide, on any device, whether workstation, mobile or tablet.

The intranet portfolio is composed of global solutions, deeply integrated into the Digital Workplace landscape, delivering a high-quality user experience while strengthening the back-office experience of global and local internal communication teams. Introducing new AI and Agentic capabilities is also a strong ambition, to reinforce the Digital Employee Experience and offer a more user-centric approach.

WHAT IMPACT YOU CREATE AT CHANEL

Be a genuine partner in defining and articulating the global Intranet strategy and vision at Chanel, ensuring alignment across all entities through robust and federated governance.

• Design and run the service offering to deliver intranets within the House, industrializing a clear and robust approach across the entities, in partnership with the Global Internal Communication team and the IT Corporate Functions.

• Define the methodologies, practices and frameworks that deliver best-in-class internal websites and digital experiences.

• Guide Chanel entities in adopting the standards, helping them evolve towards operational excellence and full ownership of their spaces.

• Be a deep expert in this domain by understanding the market, emerging trends and practices around enterprise intranets, and leveraging new solutions that will shape the intranet of the future and move towards a One-Stop-Shop experience for employees.

• Leverage AI and Agentic capabilities at the right level to improve the Digital Employee Experience and the way contributors use the intranets to create content.

Operate the platforms at global level to support communication and collaboration solutions, including business-critical ones.

• Ensure reliable day-to-day operations, working with partners, support teams and CHANEL IT teams to meet SLA commitments across all time zones.

• Implement a service-oriented approach to incoming requests, ensuring the IT fundamentals are in place (security, compliance, processes, support chain, documentation).

• Manage the project portfolio — piloting projects on time, on budget and on scope, running project committees and providing dashboards and reporting.

Run L2/L3 support and lifecycle management to drive Operational Excellence.

• Ensure worldwide L2 and L3 support in close collaboration with solution editors, setting up the complete support chain with regional teams based on appropriate delegation rules.

• Handle the incident and bug ticket flow to keep services and underlying platforms in operational condition.

• Manage licensing and FinOps for the solutions in the portfolio.

Establish governance, standards, security and compliance for the intranet service.

• Set up the governance that guarantees standard processes and clear roles and responsibilities, and propose service evolutions in line with the solution roadmaps and user needs.

• Work closely with the Global Cybersecurity team to define the right security and architecture, and ensure data governance and GDPR compliance.

Additional Missions to Consider

• Capitalise on the LumApps partnership to extend the level of service, drive the roadmap and implement new features that better meet business needs — including making the platform fully operational in China Mainland within local technical and legal constraints.

• Enrich the global intranet portfolio by identifying the right technology for each use case (LumApps, Microsoft SharePoint Online…), covering needs not addressed today while keeping the appropriate security level.

• Drive a Global Intranet Center of Excellence and lead Proofs of Concept on emerging topics (custom website technology, modern web app integration, Agentic AI capabilities…).

• Identify gaps in service management and work with the ITSM teams to improve processes through ServiceNow.

YOU ARE ENERGISED BY

• Delving into a variety of challenges that blend technology with communication and business needs.

• Collaborating with multidisciplinary teams and enriching your perspective through diverse interactions — across IT, business teams (HR, Internal Communication), regions and external partners.

• Imagining, testing and implementing concrete intranet and web solutions that simplify users' lives and transform the way the House communicates and collaborates.

• Seeing the direct impact of your initiatives: making information accessible to all employees worldwide, accelerating adoption and fostering the autonomy of local teams.

• Evolving in an agile environment, open to experimentation and Proofs of Concept, where continuous learning is part of the everyday experience.

• Connecting ideas, identifying emerging digital workplace trends, and translating sometimes-implicit needs into tangible solutions.

WHAT YOU WILL BRING

• Genuine motivation and ability to lead a global service in a collaborative, open environment. You're energized by co-construction, facilitating dialogue, and shaping the service offering and its governance collectively.

• Passion for the intranet and digital workplace and their power to connect, inform, and empower employees. Curious about new technologies and eager to turn innovation into pragmatic, impactful solutions.

• Proven experience in service ownership or platform management at scale, ideally global — min. 5 years in intranet and digital workplace web solutions. Comfortable with end-to-end accountability, from vision to daily operations, where reliability and compliance are non-negotiable.

• Experience orchestrating Centers of Excellence or deployment programs: empowering local champions, driving knowledge transfer and a culture of continuous improvement.

• Deep technical expertise in LumApps, SharePoint Online & Front-end Web Development (React), Microsoft 365 (Teams, OneDrive, Forms, Copilot), Azure AD, SAML/SSO, Akamai and web analytics

• Computer Engineering degree or equivalent (Bac +5), strong project management (agile) and the ability to engage communities in a multicultural environment.

• A team player — curious, pedagogical and rigorous. Able to explain technical topics to non-experts, say no and defend your view positively, and thrive on cross-cutting work.

• Vendor & roadmap awareness: you track the technology roadmap, partner with LumApps and Microsoft, and anticipate how new features can benefit Chanel.

• Fluent English in a global international environment

WHAT CHANEL CAN OFFER YOU

• Shape digital workplace transformation at global scale. Join a House renowned for its creativity and innovation, where your impact is visible across all Chanel entities and functions.

• A culture of initiative, curiosity and continuous learning. You're encouraged to experiment, grow your skills and stay at the forefront of digital workplace technologies.

• Collaboration with multidisciplinary teams — IT, business, cybersecurity, communication, HR and external partners.

• Leading-edge technologies and resources. Chanel invests in the latest tools and platforms, and you'll help shape partnerships with major vendors like LumApps and Microsoft.

• Professional development and personal growth in a respectful, inclusive and open working environment.

• A flexible, hybrid working model.

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.