SENIOR MANAGER - SERVICE DELIVERY

For 115 years, L’Oréal, the world’s leading beauty player, has devoted itself to one thing only: fulfilling the beauty aspirations of consumers around the world. Our purpose, to create the beauty that moves the world, defines our approach to beauty as essential, inclusive, ethical, generous and committed to social and environmental sustainability.

In our journey, we are looking for talented individuals who can lead us on this mission.

Would you like to be a part of the adventure?

Role

We have a suitable opening for the BeautyTech India Hub for the position of Service Delivery Manager – India in the North Asia & SAPMENA- IT Finance & Supply Chain function. This role would report to North Asia & SAPMENA ZONE Service Delivery Lead. In this individual contributor role you will play a crucial role in:

• 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
  
  

The scope of this role would be to handle applications of Finance, Supply Chain, Purchasing and other cooperate functions (SAP, WORKFLOW, etc.)

The candidate should have minimum 10 years of relevant experience, with proven 6+ years working experience as an IT service delivery manager or coordinator. The location of the job will be Mumbai.

Key Deliverables

The details of the role are given below:

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.
  
  

Professional & Technical Competencies

• 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
  
  

In This Context Are Required

• 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
  
  

Will be a plus

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

L’Oréal Competencies

• Innovator
• Strategist
• People Developer
• Integrator
• Entrepreneur
  
  

Qualification

• Bachelor/ Masters in Computer Science Or Equivalent Experience
  
  

L’Oréal is committed to building a diverse environment and is proud to be an equal opportunity employer. L’Oréal closely prohibits discrimination against any employee or applicant for employment because of the individual’s race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability or any other characteristic protected by law.