Job Title Manager, Service Delivery, Operations & Finance, Infrastructure, Americas Zone

Division: Corporate IT

Location: Berkley Heights, NJ

Reports To: Americas Zone Operations & Finance Business Platform Lead

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:

The Zone Ops&Fin Business Platform Service Delivery Manager plays a critical role in ensuring the seamless operation and performance of the Operations & Finance Business Platform within their designated zone. This role acts as the primary liaison between business stakeholders and IT, coordinating technical domain service delivery managers (SDMs) and managing local infrastructure support. This individual will be responsible for monitoring adherence to service level agreements (SLAs), managing incoming demands for new technologies and infrastructures, and overseeing the maintenance and evolution of the relevant systems. A strong focus on continuous improvement, performance optimization, and effective communication is crucial.- 

Responsibilities: 

• Primary Interface: Serve as the primary point of contact for the IT Business Platform SDM, ensuring clear communication and alignment between zone-specific needs and global IT strategies. 
• Coordination of Technical Domain SDMs: Coordinate and collaborate with technical domain SDMs to ensure cohesive service delivery across all areas impacting the Ops&Fin Business Platform. 
• Local Infrastructure Support Management: Oversee and manage local infrastructure support teams, including local site staff and external vendors, ensuring timely resolution of issues and proactive maintenance to prevent disruptions. 
• SLA Monitoring and Reporting: Continuously monitor and report on business SLAs, identifying trends, potential risks, and areas for improvement. Provide regular performance reports to stakeholders. 
• Demand Management: Monitor incoming demands for new technologies and infrastructure related to the Ops&Fin Business Platform, ensuring requests adhere to established processes and are prioritized effectively. 
• System Maintenance: Manage and ensure the timely execution of corrective, evolutionary, and technical maintenance activities for the systems supporting the Ops&Fin Business Platform. 
• Performance Management: Define, review, and manage key performance indicators (KPIs), metrics, and SLAs. Oversee performance against targets and implement corrective actions as needed. 
• Stakeholder Management: Build and maintain strong relationships with business stakeholders, understanding their needs and ensuring IT services meet their requirements. Develop and maintain effective communication with internal users and IT partners, ensuring clear and timely updates on service performance and planned activities. 
• Escalation Management: Manage escalations, crises, and exceptional situations, utilizing established action plans and procedures to minimize disruption and ensure timely resolution. 
• Budget Management: Participate in the budgeting process and manage allocated budgets effectively, ensuring cost-optimization and efficient resource allocation. 

What We Are Looking For:

Required Qualifications:

• 5-7 years of proven experience in IT service delivery management, with a focus on business platform support. 
• Strong understanding of IT infrastructure, including servers, networks, and databases. 
• Experience working with SLAs and performance metrics. 
• Excellent communication, interpersonal, and stakeholder management skills. 
• Ability to work effectively in a matrix organization and across different geographies and cultures. 
• Experience with ITIL framework is a plus. 
• Experience managing budgets and external vendors. 
• Spanish language skills are a plus 

As an integral part of our culture at L’Oréal, wellness is at our core. We not only offer a generous Benefits Package (Medical, Dental, Vision, 401K), we also offer flexible time off, work from home days, and a pension plan! Additionally, you will have access to company perks such as Makeup, Skincare, and Fragrance! Employees receive a stipend for L'Oréal products as well as VIP Access to L’Oréal’s Internal Shop for Discounted Products, and other perks such as Monthly Mobile Allowance, discounted gym memberships, and ERGs.

Additional Benefits Information As Follows:

• 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 (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.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting [email protected]. If you need assistance to accommodate a disability, you may request an accommodation at any time. 

Our Safe Together Plan: Your safety is our highest priority. We will proceed with caution and adhere to enhanced protection standards to ensure our sites are safe for all employees. We must all operate with the shared responsibility for each other’s health & safety in mind.