Fonction professionnelle: Information Systems

Type de poste: Fix Term

Type de contrat: Full - Time

Site: Shanghai

Pays: China


L’Oreal APAC is looking for one Service Delivery manager to work with our 2 services providers.

Scope : 5 SAP ECC instances, 1 SRM instance and 1 AgilePoint application (workflow tool)

He is the main operational interface between L’Oreal and services providers, working hand in hand with provider SDM in order to deliver high performing service support functions across APAC.

He fosters and drives efficient and open communication between provider’s teams and L’Oreal SAP teams.

He is leading a small team.

Job Description:

In charge of the run :

  • Monitor and control service delivery

  • Manage run budget for APAC Zone

  • Part of strategic partnership with service providers (Steering committees, supplier strategic review…)

  • Follow SLA’s and provider’s contractual commitments

  • Drive with service provider regular service review meetings covering performance, service improvements, quality and processes

  • Provide accurate reporting and regular service review to management

  • Ensure systems, methodologies and procedures are in place and understood by all stakeholders and applied properly

  • Take corrective actions to achieve SLAs and mitigate risks along with 3rd party partners

  • Pilot interactions with other L’Oreal support services (Infrastructure, other applications…)

  • Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

  • Drive continuous improvement

  • Organize customer feedbacks gathering, analyse customer feedbacks and evaluate customer satisfaction

  • Codrive continuous improvement process with provider and ensure L’Oreal teams involvement

  • Approve and manage continuous improvement projects/action plans

  • Ensure future demands from growth and projects are understood and factored into capacity plans for all associated systems

  • Codrive innovation process with provider