Transversal Service Delivery Manager

You will join the O+O CTO team in charge to define & streamline the TECH within the IT Business Global Platform of L’Oréal covering Online (Ecommerce, Martech, …), Omnisales (Retail, ..) & Omni Innovation (AI, ..) departments

The team is composed of experts specialized in Solution, Infra, Data, Development & Web technologies, interacting with L’Oréal TECH Center of Excellence & Partners

If you are passionate about optimizing operational efficiency, resolving complex operational issues, proactively managing operational changes, and ensuring operational excellence in collaboration with partners, this position provides an exceptional opportunity to contribute to the overall success of our organization. Join us and be a pivotal part of the positive transformation of our operational service delivery practices

Main Challenges: 

As the transversal Service Delivery Manager (SDM) specializing in Change Advisory Board (CAB) management and the definition of cross-functional SDM practices, your primary focus will be on ensuring the seamless execution of operational activities in a complex and dynamic environment. This role requires you to lead the change management process, facilitate CAB meetings, establish consistent SDM practices across project teams, and proactively manage crisis situations.

Your Role:

1. Change Advisory Board (CAB) Management:

   • Facilitate CAB meetings, placing emphasis on operational efficiency, informed decision-making, and swift implementation.

   • Coordinate with internal stakeholders to assess and minimize the operational impact of proposed changes.

2. Definition of Cross-functional SDM Practices:

   • Collaborate closely with project teams to establish and streamline SDM practices, emphasizing operational effectiveness.

   • Develop standardized operational processes to enhance service delivery across the organization.

3. Crisis Management:

   • Demonstrate operational leadership during crisis periods, ensuring a quick and effective resolution of major incidents.

   • Establish and refine business continuity plans and crisis management procedures, prioritizing operational stability.

4. Contractual Framework Assistance with Partners:

   • Work collaboratively with partners involved in projects to define operational service commitments.

   • Ensure that Service Level Agreements (SLAs) and contractual expectations align with operational objectives.

   • Actively participate in contract negotiations with a focus on operational success.

5. Management of RUN Partners involved in Multiple Projects:

   • Oversee partners engaged in multiple projects, emphasizing operational harmony and flawless execution of activities.

   • Evaluate partner performance from an operational standpoint, identifying and implementing improvements.

   • Foster effective communication between internal teams and external partners, prioritizing operational alignment.

6. RUN Activities Monitoring Dashboard:

   • Design and implement a comprehensive operational monitoring dashboard for RUN activities.

   • Emphasize key operational indicators such as service availability, incident resolution time, and SLA compliance.

   • Automate data collection and reporting to ensure real-time operational insights

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

Secondly, in this specific position, it will be important for you to show great curiosity in understanding the technologies:

• University degree in computer science, information technology management, or a related field.

• ITIL certification would be an asset.

• Previous experience as an Operational Service Delivery Manager or in a similar operational role.

• 10-15 years experience

• English fluent/ native speaker + french

• Proven experience in operational service management and team coordination.

• In-depth understanding of change management processes and SDM best practices, with a strong operational focus.

• Excellent communication and operational decision-making skills.

• Demonstrated ability to effectively manage operational crisis.

• Knowledge of operational service management tools (e.g., ITIL) and project management methodologies