Fonction professionnelle: Information Systems

Type de poste: Permanent

Type de contrat: Full - Time

Site: Levallois-Perret

Pays: France

Service Desk Manager EMEA

Organization

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 :

TRANSFORMATION

  • Assessment of the current situation & elaborate relevant transformation roadmap for each country
  • Vendor selection & contract negotiation.
  • Organization & operating model transformation
  • Leading the deployment of the transition as defined in the roadmap

SERVICE DELIVERY

  • Pilot the EMEA Help Desk / Service Desk / proximity Run activities post transformation
  • Deliver high quality of service support to the Business: Office, Sales forces, Retail, Warehouses…
  • Deliver end-to-end follow-up of the incidents, changes, service requests of the end-users
  • Implement and maintain an effective and efficient communication process towards stakeholders
  • Monitor service consumptions and provide forecasts
  • Contribute to the Infrastructure projects impacting the HD/SD activities

VENDOR & CONTRACT MANAGEMENT

  • Ensure the contract management of the zonal HD/SD vendors (scope, SLA, consummation, costs…)
  • Review and challenge local contracts related to HD/SD,
  • Pilot the strategy of standardization and consolidation of the HD/SD vendors,

SERVICE LEVEL & DEMAND MANAGEMENT

  • Define the scope of Services & Service Level Agreements with the Business in the Hubs/Countries
  • Strongly monitor the service quality & user satisfaction and drive continuous improvement process
  • Understanding, anticipating and influencing internal client demand of services
  • Aligns required demands to provider’s capacity management & Group strategy
  • Proactively propose new services or services adaptations
  • Organize service review for the concerned Hubs/Countries

GOVERNANCE

  • Coordination of all EMEA Help Desk / Service Desk strategy & initiatives prior to transformation
  • Align/Adjust Group/Zone strategies with local Business needs and specificities
  • Contribute to global IT improvement & innovation thanks to best practices & new services
  • Pilot zonal Budgets and control local budgets (CAPEX / OPEX)

Experience:

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:  

  • Strong Knowledge of business and operation support systems applications
  • Strong skills in ITIL processes
  • Strong communication and networking skills at various levels
  • Strong ability to interact effectively, demonstrate influence and conciliation
  • Strong team management skills
  • Strong contract management skills
  • Good skills in financial management of services and IT activities
  • Fluent in English (mandatory)

Qualifications:

·         Degree qualification, or equivalent in Computer Science


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