In this role, this could be your next day-to-day:

Group L’Oréal network team is moving year after year on service globalization across zones.

L’Oréal is looking for a senior network & security Service Delivery Manager (SDM) who will:

MSP:

1. Manage contractual framework for the scope of provider and ensure continuity of service.

2. Contract review and improvements follow up.

3. Contribute to financial review and forecast according to budgeted services and report the contract deviances and necessary alignment.

4. Conduct regular governance meetings with service providers and report providers KPIs through service reporting and monitoring and conduct workload allocations and service costs.

5. Manage  & Maintain Service Catalogue / Convention

6. Maintain capacity plans and capacity management aligned and in sync with the billing and financial forecasts.

RUN:

1. Define and manage the support services and supervise its functioning within the defined standards (define and review KPIs, metrics and SLAs and oversee performance)

2. Ensure the corrective, evolutionary and technical maintenance of the Technologies & Infrastructures, optimize the system / technology development and performance taking proactive action to ensure stable and secure application and infrastructures to avoid potential service disruption.

3. Ensure the corrective, evolutionary and technical maintenance of the Technologies & Infrastructures, optimize the system / technology development and performance taking proactive action to ensure stable and secure application and infrastructures to avoid potential service disruption.

4. Coordinate the different experts needed to deal with incidents and service requests from level 2 and 3.

5. Manage escalations, crises and exceptional situations and define the emergency action plans, and review problems linked to major incidents or repetitive incidents.

6. Develop and maintain effective relationships and communication with internal users and/or external suppliers, understanding and managing vendor contracts (Technical, business, and Legal aspects), and financial engagements (incl. budget)

7. Involvement in budget management for the domain, checking recharges, billing and forecasting.

8. Ensure documentation and maintenance of key assets in CMDB and APM

9. Manage change and release processes with the provider to introduce new services / technologies in accordance with the L’Oréal change management process and constraints.

10. Coordinate and/or manage the internal/external human resources.

DESIGN:

1. Build / maintain / support the Business Continuity Plans for critical applications / services and run Disaster Recovery Plans and maintain associated procedures updated using transition to run outputs.

2. Monitor incoming demands for Technologies & Infrastructures and ensure solutions are being proposed for functional needs that are not yet covered in line with the overall system coherence.

3. Create service catalog and identify new services and transfer ownership to relevant domain architects.

4. Participate in the selection of external suppliers as well as the outsourced services contracted, and follow-up on associated governance.

5. Produce documents and templates describing products, services, components to establish compliance with relevant documentation requirement; ensure they are valid and up to date and that functions and features are documented in an appropriate way.

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

💡 In this specific position, it will be important for you to have: 

• Hierarchical & Transversal Team management/leadership 

• Strong SDM Management Experience

• Knowledges about network & security domain

• Service oriented mindset 

• Capacity to facilitate / animate.

• English & French - Full professional skills required