L’oreal Careers – Manager, IT Service Delivery

Website L'Oréal

Job Responsibilities:

  • Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved
  • 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
  • Lead and manage external AMS teams
  • Lead a culture of Continual Service Improvement with the vendors
  • Collaborate with application and infrastructure/Cloud teams on issue resolution
  • Manage the RUN/Support service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence for the Warehouse Management system (Manhattan) in the Americas zone (North America & LATAM) and support implementation phase rollout
  • Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Establish governance process to review SLA’s, KPI’s, vendor performance and quality of service
  • Perform proactive problem management to minimize failures
  • Supervise external vendors that manages support / maintenance including Major Incidents
  • Collaborate with cross-functional teams
  • Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs
  • Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process

Job Requirements:

  • Strong interpersonal skills with ability to work as a member of cross functional teams
  • An excellent AMS providers manager
  • A collaborator willing to work in a multi-country, transparent environment
  • Excellent analytical, organization, analysis, and problem – solving skills
  • A self-starter with an interest in solving business challenges
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Excellent verbal and written communication skills
  • Ability to manage and prioritize tasks efficiently
  • Proficiency in leading both physical and virtual teams
  • Expertise in people management and leadership
  • Skilled in using Service Now

Qualification & Experience:

  • Experience with Manhattan WMOS – Open system – Manhattan Active and components
  • Experience with Manhattan functional and technical configuration
  • ITIL V4 certified
  • Experience with Third party integration with MHE/WCS
  • Experience in dealing with third-party provided services
  • Experience and knowledge of Labor management, Bin Slotting, SCI

Job Details:

Company: L’Oréal

Vacancy Type: Full Time

Job Location: Berkeley Heights, NJ, US

Application Deadline: N/A

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