Must have

• High level of business orientation.
• Proactive and process mindset.
• Solid IT process knowledge with very good ITIL understanding.
• Practical knowledge and experience on IT process development and service roll outs.
• Strong experience in supplier collaboration with offshoring model (located in India).
• Demonstrated ability to communicate effectively with different stakeholders (both written and oral).
• Ability to operate in a large and complex organization which is transformation to become more professional.
• Strong Change Management skills.
• Excellent problem solving & team collaboration skills.
• Experience on SAP function modules (FICO, SD, MM, WM).
• Proven 6+ years working experience as an IT service delivery manager or coordinator.
• Knowledge of IT Service Management (ITIL EXPERT certification will be appreciated). 
• Proven track record in IT/IS Project Management (PMI, Prince 2 certification will be appreciated) including coordination of various teams and service providers.
• Fluency in English, Arabic is a plus.

Will be a plus

• Experience on SAP (SRM, ABAP, GRC)
• Proficiency in using ServiceNow, PowerBI

Job Objectives

L’Oréal is looking for one Service Delivery Manager for MENA hub, in charge of:

• Acting as a leading role of day-to-day management of application systems.
• Acting as key points of contact for application support including the management of critical incidents coordinating between the internal team and service providers.
• Managing vendor supplied business applications including contractual governance, service level agreements and / or service schedules.
• Providing technical advises when required.

Scope: Applications of Finance, Supply Chain, Purchasing and other cooperate functions (SAP, WORKFLOW, etc.)

Job Description

Manage Relationship with business on Run service

• In charge of Run activities for applications or services and conduct business review with business representatives.
• Manage escalation from business teams and ensure business continuity and follow till closure.
• Manage dependencies and trigger hierarchical escalation protocol as needed ("pending by user, awaiting vendor status" tickets etc.)
• Own critical outbound communications from IT with business.
• Conduct or collaborate with BRM for demand management for minor evolutions in alignment with build teams.
• Track and ensure business satisfaction and take necessary action to improve CSAT progressively.
• Contribute to larger community of SDM and ITSM Process Owner.
• Onboard other scope into service as the organization is moving to Platform organization.

Monitor and control service delivery

• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
• Review ticket backlog (especially aging tickets) on regular basis and prioritize as per SLA commitments when applicable.
• Track, analyze and report metrics (SLA and KPI) and take corrective actions as needed for service excellence.
• Work with Application management service partner to generate actionable insights to improve system availability and performance.
• Ensure Knowledge Mgmt. and build to run practices are followed and regularly conduct audits
• Recommend, monitor, and ensure continuous improvement activities are delivered by AMS teams.
• Increase the ITIL compliance for all services delivered by teams (incident, problem, change.)
• Review global process KPIs using power BI dashboard for process excellence and draft process improvement suggestions.
• Lead change management including process governance, CAB & quality control.