Fonction professionnelle: Information Systems
Type de poste: Permanent
Type de contrat: Full - Time
Service Desk Manager EMEA
L’Oréal is present in 130 countries on five continents. For more than a century, L’Oréal has devoted itself solely to one business: beauty; it is now the industry world leader with €25, 26 billion consolidated sales (in 2015).
The group's mission is to provide the best in cosmetics innovation to women and men around the world with respect for their diversity. Our ambition for the coming years is to win over another one billion consumers around the world by creating the cosmetic products that meet the infinite diversity of their beauty needs and desires. To achieve this ambition, L’Oréal can rely on the support of a performing IT team.
IT EMEA’s purpose is to answer and anticipate business expectations efficiently by deploying and developing IT solutions across Europe, Middle East and Africa.
As a true business partner for all our divisions, our multicultural team directly contributes to the success of L’Oréal’s brand portfolio: Lancôme, Yves-Saint Laurent, Biotherm, Kiehl’s, La Roche Posay, Vichy, Garnier, Maybelline New-York, Kerastase, Redken (…)
Responsibilities and main missions:
As part of a major transformation program initiated 4 years ago, the IT EMEA organization is launching a new transformation project of the Help Desk / Service Desk domain over 14 hubs / 42 countries (25 000 users). The objectives are to reinforce the Business value, to improve the service delivered and finally to strengthen the Business engagement.
As EMEA Service Desk Manager, you will lead the complete transformation of this domain in Europe Middle East & Africa in accordance with the IT Group strategy and with the IT EMEA stakes and specificities. You will be accountable for the execution of the transformation, for the service delivered post transformation and more globally for the governance of this domain for the entire zone.
In this key role, you will work closely with & for each local L’Oréal Business entities represented by the hub/country IT Directors & IT Services managers. You will also strongly collaborate with the Group IT teams and the others EMEA Infrastructure teams. In this position, you will be one of the key pillars of the EMEA infrastructure department reporting directly to the EMEA CTO.
Your mission will be articulated around the following main fields :
VENDOR & CONTRACT MANAGEMENT
SERVICE LEVEL & DEMAND MANAGEMENT
We are looking for an IT Service Desk Manager with strong experience in the transformation and the management of large Service Desk in an international context. A significant experience in managing an outsourcing contract and vendor with strong service level agreements is also mandatory.
The candidate will quickly demonstrate independence on his/her role.
Key Professional Skills:
· Degree qualification, or equivalent in Computer Science