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IT Integration Service Delivery Lead - L'Oreal Information Technology

Сфера деятельности: Tech

Тип должности: Permanent

Тип занятости: Full - Time

Место расположения: Berkeley Heights, NJ

Страна: United States

Title: IT Integration Service Delivery Lead.

Location: Berkeley Heights, NJ


  • Manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence for the Integration in the Americas zone (North America & LATAM)
  • Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved
  • Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary
  • 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
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs
  • Ensure that standardized methods, processes, and procedures are used for the efficient and prompt handling of all changes
  • Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process
  • Perform proactive problem management to minimize failures
  • Focus on Knowledge Management to ensure proper documentation, availability and sharing of knowledge
  • 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
  • Demonstrated ability to manage Integration Operations and strong ability to influence others
  • Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs
  • Collaborate with application and infrastructure teams on issue resolution
  • Lead and manage external AMS teams
  • Collaborate with cross-functional teams
  • Advocate for the RUN team

Licenses and Certifications preferred:

  • ITIL V4 certified


  • Proficiency in leading both physical and virtual teams
  • Innovator with quick absorption of new technologies; strong understanding of technology solutions
  • Strong interpersonal skills with ability to work as a member of cross functional teams
  • Experience in dealing with third-party provided services
  • Operational ability in a diverse, large-scale environment
  • Exceptional customer-facing skills
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Good Knowledge of ITIL (Information Technology Infrastructure Library) principles
  • Expertise in people management and leadership
  • Strong organizational skills
  • Ability to manage and prioritize tasks efficiently
  • Solid resource planning and problem-solving skills
  • Excellent analytical, organization, analysis, and problem – solving skills
  • Experience working with onsite and offshore AMS providers

Technical Skills:

  • Skilled in using Service Now
  • Hands on/working knowledge in any of the following technologies is a huge plus:
    • CA API Gateway 9.x (formerly Layer7) and/or Apigee
    • Tibco ESB 6.x
    • Informatica PowerCenter 9.6 or higher
    • IBM Sterling / Connect Direct
    • Microsoft SQL Server 2008 or higher
    • SAP PI 7.3 and higher (XI/PO)
    • Cloud Computing (AWS/Azure)
    • JAVA
    • APIGEE X / Edge

Soft Skills:

  • A curious learner who takes initiative and things outside the box
  • An entrepreneur who identifies new opportunities
  • 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
  • An expert in follow up strategies
  • Excellent verbal and written communication skills
  • Ideally multi-lingual
We are an Equal Opportunity Employer and take pride in a diverse environment. We 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 require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected]. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.