Fonction professionnelle: Information Systems

Type de poste: Permanent

Type de contrat: Full - Time

Site: Levallois-Perret

Pays: France


The EMEA Service Delivery Manager (SDM) is part of the Sales and Marketing team at IT EMEA. IT EMEA is beginning to standardize all Sales & Marketing solutions on a single integrated Salesforce Platform, aiming to deliver modern, agile B2B products to L’Oréal’s internal users and customers in Europe’s countries. As part of this transformation, existing CRM solutions on SAP have to be maintained and as part of legacy decommissioning plan, existing business capabilities should be built inside the new Salesforce Platform. Integrations with upstream and downstream systems should be mastered to deliver high business value to customers.

The role of the SDM is to ensure that the maintenance of legacy system is done with good service levels and to plan & execute the transition of legacy systems to the new SFDC platform. The SDM will be a technical and functional referent of SAP CRM applications and integrations with other L’Oréal systems. He/She will work very closely with Business and IT collaborators on the concerned applications.


Ensures the smooth operations of one or more applications on legacy CRM during its full life cycle.

  • Work closely with the Product Owner/Business Project Manager and development teams to elaborate and design the evolutions and interfaces.
  • Lead and manage all stages of development as the SME.
  • Integrate and challenge functionalities in collaboration with the Enterprise Architects and Platform Authority.
  • Deliver releases within the QCT framework
  • Drive and govern the relationship with supplier(s) and monitor for service quality levels in the operational and contractual framework

Lead and implement the legacy decommissioning strategy by ensuring that the business capabilities of existing applications are either built in the new platform or replaced with advanced features offered by the platform.

  • Drive or contribute to Minimum Viable Product
  • Collaborate with other teams in IT EMEA (Infrastructure, Security, Integration etc) to ensure compliance and adherence to organizational guidelines
  • Provide teams with expert support and knowledge.

Contribute to the Salesforce current Product roadmap and Squad.

Work in close collaboration with the Enterprise and Platform Architecture team to build and test robust interfaces with SAP and middle-ware.

Desired Skills & Experience
  • Minimum 10 years’ experience  in CRM application development with at least 5 years in similar position
  • Very strong Service Oriented Architecture and integration background.
  • Experience in CRM functional management, end to end implementation and integration with various business systems, ideally in a complex, international, large scale environment.
  • Experience in designing and developing software components in Waterfall and Agile.
  • Ability to define the system landscape, to identify gaps between current and desired end-states, and deliver a CRM solution.
  • Good comprehension of Integration with Cloud and on-premise systems
  • Good level of English both written and spoken, as most of our projects involve international business and/or international IT Teams.
  • Experience in CPG and/or Luxe industry would be a +
  • Good relational skills: Ability to define, present and define architectural choices. Analytical and synthesis skills.
  • Should have strong autonomy and must be action oriented
  • Must have a flare for learning and keeping abreast on latest technology in CRM

Education : Bachelor's degree in Management Information Systems, Computer science or related field