Función del empleo: Tech

Tipo de puesto: Permanent

Tipo de empleo: Full - Time

Localización: Dubai

País: United Arab Emirates

Must have

  • High level of business orientation.
  • Proactive and process mindset.
  • Solid IT process knowledge with very good ITIL understanding.
  • Practical knowledge and experience on IT process development and service roll outs.
  • Strong experience in supplier collaboration with offshoring model (located in India).
  • Demonstrated ability to communicate effectively with different stakeholders (both written and oral).
  • Ability to operate in a large and complex organization which is transformation to become more professional.
  • Strong Change Management skills.
  • Excellent problem solving & team collaboration skills.
  • Experience on SAP function modules (FICO, SD, MM, WM).
  • Proven 6+ years working experience as an IT service delivery manager or coordinator.
  • Knowledge of IT Service Management (ITIL EXPERT certification will be appreciated). 
  • Proven track record in IT/IS Project Management (PMI, Prince 2 certification will be appreciated) including coordination of various teams and service providers.
  • Fluency in English, Arabic is a plus.


Will be a plus

  • Experience on SAP (SRM, ABAP, GRC)
  • Proficiency in using ServiceNow, PowerBI


Job Objectives

L’Oréal is looking for one Service Delivery Manager for MENA hub, in charge of:


  • Acting as a leading role of day-to-day management of application systems.
  • Acting as key points of contact for application support including the management of critical incidents coordinating between the internal team and service providers.
  • Managing vendor supplied business applications including contractual governance, service level agreements and / or service schedules.
  • Providing technical advises when required.

Scope: Applications of Finance, Supply Chain, Purchasing and other cooperate functions (SAP, WORKFLOW, etc.)

Job Description

Manage Relationship with business on Run service

  • In charge of Run activities for applications or services and conduct business review with business representatives.
  • Manage escalation from business teams and ensure business continuity and follow till closure.
  • Manage dependencies and trigger hierarchical escalation protocol as needed ("pending by user, awaiting vendor status" tickets etc.)
  • Own critical outbound communications from IT with business.
  • Conduct or collaborate with BRM for demand management for minor evolutions in alignment with build teams.
  • Track and ensure business satisfaction and take necessary action to improve CSAT progressively.
  • Contribute to larger community of SDM and ITSM Process Owner.
  • Onboard other scope into service as the organization is moving to Platform organization.


Monitor and control service delivery

  • Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
  • Review ticket backlog (especially aging tickets) on regular basis and prioritize as per SLA commitments when applicable.
  • Track, analyze and report metrics (SLA and KPI) and take corrective actions as needed for service excellence.
  • Work with Application management service partner to generate actionable insights to improve system availability and performance.
  • Ensure Knowledge Mgmt. and build to run practices are followed and regularly conduct audits
  • Recommend, monitor, and ensure continuous improvement activities are delivered by AMS teams.
  • Increase the ITIL compliance for all services delivered by teams (incident, problem, change.)
  • Review global process KPIs using power BI dashboard for process excellence and draft process improvement suggestions.
  • Lead change management including process governance, CAB & quality control.