Fonction professionnelle: Information Systems

Type de poste: Permanent

Type de contrat: Full - Time

Site: FR - Paris

Pays: France

SAP CRM / SALESFORCE SERVICE DELIVERY 



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 €25,8 billion consolidated sales (in 2016). 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 (…).



KEY JOB ACCOUNTABILITIES


Within the EMEA zone IT department, the SERVICE DELIVERY PROJECT MANAGER oversees key functions to ensure Business Application Service Support. HE/SHE ensure that Service Delivery processes are in place and well-performing to meet business needs. This position requires to establish and manage expectations within the SERVICE DELIVERY and drive operations to achieve those expectations to a high standard. :

       Maintain high performing service support functions in different technology landscapes and platforms (SAP CRM, SALESFORCE…)

       Manage Incident, Problem, Request, Release, Change and Escalation processes, ensuring high levels of performance in these areas

       Monitor, control and support service delivery; ensuring systems are well running and well managed by partners, methodologies and procedures are in place and followed

       Develop a strong understanding of projects impacting the Service areas and ensuring service impact is minimized

       Manage accurate reporting and establishing Service Delivery improvement when required

       Take some ownership to ensuring transversal coordination of parties, internal to L’Oréal or external (L’Oréal third parties and partners).

       Animate L’Oréal EMEA communities (IT & Business people involved) in the Sales & Marketing Service Delivery activities

       Help driving internal and third party service review meetings covering performance, service improvements, quality and processes


The SERVICE DELIVERY PROJECT MANAGER reports to the SERVICE DELIVERY MANAGER



JOB SKILLS


       Good understanding in Business Sales processes

       Capable of growing efficiently new competencies in CRM IT platforms and applications (SAP CRM, Salesforce, home-made applications and ISV)

       A passion for Service Improvement, Business oriented

       Experienced in professional Service Delivery activities

       ITIL knowledge or ITIL qualified

       Previous experience in Project Management or demonstrable experience in leading IT processes

       Experience of working with third parties and third party delivered services

       Experience in a IT large-scale and diverse environments of incident management, escalation procedures and related disciplines

       Capable of showing leadership and people management skills

       Excellent written and verbal communication skills

       Willingness to support and mentor junior staff

       Excellent customer facing/customer service skills

       Excellent organizational skills

       Able to manage sensitive and sometimes confidential information

       Self-motivation and able to take responsibility

       Able to manage prioritize tasks and time efficiently

       Able to demonstrate initiative and a proactive approach to daily tasks

       English fluency


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