Fonction professionnelle: Tech

Type de poste: Permanent

Type de contrat: Full - Time

Site: Berkeley Heights, NJ

Pays: United States

Title: Service Delivery Manager – Warehouse Management (Manhattan WMOS)

Division: Corporate

Location: Berkley Heights

Report To: Director, Service Delivery

Who We Are:

For more than a century, L’Oréal has devoted its energy, innovation, and scientific excellence solely to one business: Beauty. Our goal is to offer each and every person around the world the best of beauty in terms of quality, efficacy, safety, sincerity and responsibility to satisfy all beauty needs and desires in their infinite diversity.

 

At L'Oréal, our IT teams design and build solutions to ensure high performance for all our business sectors by imagining new ways of doing things, from designing websites to building algorithms and predicting new trends. They can be found leading teams towards a more connected and digitalized future in IT retail, e-commerce, CRM, data, AI, cybersecurity, Cloud and E-Marketing. You never stop learning at L'Oréal IT because things change at the speed of light! Come join our dynamic team!


What You Will Learn:

  • Manage the RUN/Support service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence for the Warehouse Management system (Manhattan) in the Americas zone (North America & LATAM) and support implementation phase rollout
  • Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved
  • Act as an escalation point and take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs
  • Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process
  • Perform proactive problem management to minimize failures
  • Establish governance process to review SLA’s, KPI’s, vendor performance and quality of service
  • Lead a culture of Continual Service Improvement with the vendors
  • Supervise external vendors that manages support / maintenance including Major Incidents
  • Collaborate with application and infrastructure/Cloud teams on issue resolution
  • Lead and manage external AMS teams
  • Collaborate with cross-functional teams

What We Are Looking For:

Required Qualifications:

  • Proficiency in leading both physical and virtual teams
  • Strong interpersonal skills with ability to work as a member of cross functional teams
  • Experience in dealing with third-party provided services
  • Exceptional customer-facing skills
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Expertise in people management and leadership
  • Ability to manage and prioritize tasks efficiently
  • Excellent analytical, organization, analysis, and problem – solving skills

Technical Skills:

  • Skilled in using Service Now
  • Hands on/working knowledge in any of the following technologies is a huge plus:
    • Manage L1 & L2 support for Manhattan WMS by partnering with AMS team
    • Support warehouse/DC operations on trouble shooting and fixing issues related to WMS
    • Experience with Manhattan WMOS – Open system – Manhattan Active and components
    • Experience with Manhattan functional and technical configuration
    • Experience with Third party integration with MHE/WCS
    • Experience and knowledge of Labor management, Bin Slotting, SCI
    • Keep business stake holders updated on P1/P2 issues till it is resolved

Preferred Qualifications:

  • ITIL V4 certified
  • A self-starter with an interest in solving business challenges
  • A collaborator willing to work in a multi-country, transparent environment
  • An excellent AMS providers manager
  • Excellent verbal and written communication skills
  • Ideally multi-lingual

What’s In It For You:

  • Competitive Benefit Package (Medical, Dental, Vision, 401K, Pension Plan)
  • Hybrid Work Policy (3 Days in Office, 2 Days Work from Home) 
  • Flexible Time Off (Paid Company Holidays, Paid Vacation, Vacation Buy Program, Volunteer Time, Summer Fridays & More!)
  •  Access to Company Perks (VIP Access to L’Oréal’s Internal Shop for Discounted Products, Monthly Mobile Allowance)
  •  Learning & Development Opportunities for Career Progression (Unlimited Access to E-learnings, Lunch & Learn Sessions, Mentorship Programs, & More!)
  • Employee Resource Groups (Think Tanks and Innovation Squads)
  • Access to Mental Health & Wellness Programs

Don’t meet every single requirement? At L'Oréal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you’re excited about this role but your past experience doesn’t align perfectly with the qualifications listed in the job description, we encourage you to apply anyways! You may just be the right candidate for this or other roles!


We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

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