L'oreal Berkeley Heights , NJ 07922
Posted 2 weeks ago
Job Title: Senior Manager, IT Service Delivery, Supply Chain & Finance Applications
Division: Corporate IT
Location: New Jersey
Reports 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 Do:
Manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence for Supply Chain & Finance applications in US
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 support 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
What We Are Looking For:
Required Qualifications:
Service delivery experience with supporting SAP Supply Chain and/or Finance modules
Experience using Service Now for service delivery
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
What's In It For You:
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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L'oreal