Fonction professionnelle: Information Systems

Type de poste: Permanent

Type de contrat: Full - Time

Site: Westfield (New Jersey)

Pays: United States

IT Director, Operations & Services (*Position is located in Berkeley Heights, NJ)

Who we are:

At L’Oréal technology is at the heart of our inventions transforming the future of Beauty. Behind all of our innovations and technological advances are a great bunch of people working together to make sure we stay ahead of the game. We are a team of savvy tech experts to keep L’Oréal systems up and running making information easily accessible and customized to all 32 iconic brands worldwide.

What your day will look like:

  • Define and manage the support services and supervise its functioning in order to assure the defined quality standards and the SLA of the support services provided
  • Work closely with the support analysts to ensure that all support tickets are resolved in a timely manner and that underpinning issues are identified and resolved
  • Act as an escalation point for support and take ownership of complex issues
  • Speedup workaround decision based on impact and risk analysis
  • Give assistance to identify the issues root cause
  • Drive user effectiveness, adoption and operational excellence
  • Advocate for the Services / Operations teams
  • Identify metrics to be tracked by Service
  • Ensure Service Desk teams are empowered to resolve support calls and are always updated and trained in changes to applications functionalities
  • Coordinate all systems changes within IT environments in order to minimize impacts and maximize availability, ensuring that all release aspects can be considered in an integrated way, especially for effective deployment
  • Ensure that standardized methods, processes and procedures are used for the efficient and prompt handling of all systems changes
  • Accountable for knowledge transition from enhancements/projects to support areas following documentation standards
  • Perform corrective maintenance of applications
  • Coordinate investigations of system failures and identify solutions to prevent or minimize impacts
  • Coordinate the external AMS teams and vendors that provide support
  • Ensure the corrective, evolutionary and technical maintenance of the applications
  • Engage in cross-functional and internal teams
  • Perform corrective/scalable maintenance of applications

What you’ll need:

  • Bachelor’s Degree
  • Minimum 7+ years’ experience managing support providers

Who you are:

  • A curious leaner who takes initiative and Thinks outside of the box
  • An entrepreneur who identifies new opportunities
  • A self-starter with an interest in solving business challenges
  • A collaborator willing to work in a multi-country, transparent environment
  • An excellent AMS providers manager
  • An expert in follow up strategies
  • A strong written and verbal communicator
  • Ideally multi-lingual: English must have. Spanish and Portuguese nice to have.

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.