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.
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, Arabic is a plus.
Will be a plus
Experience on SAP (SRM, ABAP, GRC)
Proficiency in using ServiceNow, PowerBI
Job Objectives
L\'Or\xc3\xa9al is looking for one Service Delivery Manager for MENA hub, in charge of:
Acting as a 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.
Scope: Applications of Finance, Supply Chain, Purchasing and other cooperate functions (SAP, WORKFLOW, etc.)
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.