Fonction professionnelle: Information Systems
Type de poste: Permanent
Type de contrat: Full - Time
SAP Service Delivery Manager
L’Oréal is present in 140 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 €26 billion consolidated sales (in 2018).
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:
The Service Delivery Manager will guarantee the operational efficiency and Service Level Agreements of the applications running under his/her responsibility
Manage the support services
Supervise its functioning within the defined standards (Service level, quality, time, cost, etc.) and processes
Develop and maintain effective relationships and communication with : business organizations, CIO / BRM, other IT departments, external suppliers
Ensure ability to support
Ensure the build to run process is followed in order to guarantee the ability of the provider to operate support of new solution
Foster the continuity of service
By managing escalations, following operational crises and exceptional situations in collaboration with other It department.
Implement / adapt processes
Within the ITIL / PM4IT framework. Ensure communication of these processes with the partner, the business and the other IT
Be an ambassador of problem management by identify, challenge, prioritize, pilot analyze and realization of problem in order to limit the incident creation
We are looking for a Senior SAP Service Delivery Manager with at least 10 years of experience in an international context.
Evidence of a Master’s degree in Information Management or equivalent Business Technology degree.