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Service Delivery Manager – IT Central Apps

CDI
Aulnay-sous-Bois
Salaire : Non spécifié
Télétravail non autorisé

L'Oréal France
L'Oréal France

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Le poste

Descriptif du poste

We can summarize your missions in several objectives:

  • Organize and manage the RUN operation in the concerned perimeter (Applications)
  • Follow up of the KPIs and coordinate actions for improvement on the Platform
  • Organize its metrics through Dashboards and reports in SNOW
  • Coordinate together with the Platform support team the patching sessions
  • Ensure capacity planning aligns the capabilities of the platform with the need of the business
  • Ensure the management of incidents and is SPOC on the major incident management
  • Manages dashboard follow up (SLA, KPIs, issue Tracking, …)
  • Ensure compliance with service commitments and the resources implemented on contracts
  • Manage and coordinate operational teams to ensure quality service and meet service contract commitments
  • Manage interfaces with other support services.
  • Ensure the financial follow-up of the contracts needed for his perimeter
  • Analyze and evaluate the results of the indicators and propose action plans
  • Make proposals for improvement to ensure quality of service
  • Ensure reporting to management and customers

Profil recherché

First and foremost, we love people that are curious, collaborative, eager to have an impact and who value innovation, autonomy, and team spirit.

Secondly, in this specific position, it will be important for you to have significant experience in:

  • 5-10 years of experience in Service Management.
  • An experience of integration engineering.
  • Background in retail, luxe industry is preferred.
  • 3-10 years in IT function
  • Ability to work in a team-based setting and alone in a worldwide environment.
  • Problem solving Capacities and analytical skills.
  • Leadership experience and ability to direct teams and manage their work.
  • Demonstrated ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing.
  • Adaptability and willingness to learn new skills, technologies, and frameworks.
  • Knowledge of project management methodologies, including those used to define the stages of a project and implement action plans​ (Waterfall and Agile)
  • Ability to understand the business of L’Oréal: assimilates the overall business strategy of the company, the long-term needs of users / customers and know-hows to translate them into IT strategy
  • ITIL certified
  • ITSM tools
  • Ability to manage reports & dashboards
  • Process design
  • Experience in managing service quality

And finally, you may not be an expert with all requirements listed below, however, you must show great curiosity in understanding the non-mastered competencies such as :

  • Business knowledge in Supply Chain / purchasing / Finance
  • Ability to handle complex situations and act through transversal skills​
  • Entrepreneurship: ability to think innovatively, evaluate and propose new ideas and solutions, while maintaining a pragmatic attitude​
  • Decoding and strength of conviction: ability to generate effective interaction, convince and reconcile in order to gain ownership and reach a positive and accepted conflict resolution
  • Ability to promote a collaborative team environment and work closely with colleagues and stakeholders to achieve goals in different sectors, countries and cultures to achieve common objectives​
  • A sense of urgency, the ability to make good decisions, and the prioritization of tasks is necessary
  • SNOW
  • Technical knowledge (Network / Windows / SQL / Azure)​
  • Experience in Integration domain/Batches

Déroulement des entretiens

  • You will receive an answer within 2 weeks of applying.
  • If your CV is selected, you will have an HR interview with Fanny, our tech recruiter.
  • Lastly, there will be a technical interview with your potential manager (sometimes accompanied by another team member).

If we are unable to move forward with your application, you can expect to receive a prompt answer in one week with constructive feedback. We strongly value the time and energy you invest in us.

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