Función del empleo: Tech

Tipo de puesto: Permanent

Tipo de empleo: Full - Time

Localización: Singapore

País: Singapore

Preferred profile/ Skills:

Must have

  • High level of business orientation
  • Proactive and process mind set
  • 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
  • Proven 6+ years working experience as an IT service delivery manager or coordinator

In this context are required:

  • 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

Will be a plus

  • ServiceNow, PowerBI

  • L’Oreal is looking for one Service Delivery Manager for ASEAN/ANZ hub, in charge of:
  • Acting as a leading role of day-to-day management of application systems.
Ø  Acting as key points of contact for application support including the management of critical incidents coordinating between the internal team and service providers.
Ø  Managing vendor supplied business applications including contractual governance, service level agreements and / or service schedules.
Ø  Providing technical advises when required

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

Ø  Conduct or collaborate with BRM for demand management for minor evolutions in alignment with build teams

Ø  Track and ensure business satisfaction and take necessary action to improve CSAT progressively

  • 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.

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