SENIOR MANAGER - SERVICE DELIVERY

As a Service Delivery Manager in the BeautyTech India Hub at L'Oral, your role will involve day-to-day management of application systems, acting as a key point of contact for application support, managing vendor-supplied business applications, and providing technical advice when required. You will handle applications related to Finance, Supply Chain, Purchasing, and other corporate functions. Key Responsibilities: - 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 - Own critical outbound communications from IT with business - Conduct or collaborate with BRM for demand management for minor evolutions - Track and ensure business satisfaction and take necessary action to improve CSAT - Contribute to the 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 and effective communication - Review ticket backlog and prioritize as per SLA commitments - Track, analyze, and report metrics (SLA and KPI) for service excellence - Work with Application management service partner to generate actionable insights - Ensure Knowledge Management and build to run practices are followed - Recommend, monitor, and ensure continuous improvement activities - Review global process KPIs using Power BI dashboard for process excellence - Lead change management including process governance, CAB & quality control Professional & Technical Competencies: - High level of business orientation - Proactive and process mindset - Solid IT process knowledge with very good ITIL understanding - Strong experience in supplier collaboration with offshoring model - Ability to communicate effectively with different stakeholders - Strong Change Management skills - Excellent problem-solving & team collaboration skills - Experience on SAP function modules - IT Service Management ITIL EXPERT certification will be appreciated - Proven track record in IT/IS Project Management - Fluency in English Qualifications: - Bachelor/ Masters in Computer Science Or Equivalent Experience Additional Details: You will be a part of L'Oral, a company that has been dedicated to fulfilling beauty aspirations globally for 115 years. The company's purpose is to create beauty that is essential, inclusive, ethical, generous, and committed to social and environmental sustainability. As a part of the BeautyTech India Hub, you will play a crucial role in leading the organization's mission towards beauty innovation.,