Service Delivery Manager (SDM), SAP

Loreal; Levallois-Perret; On-site; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work policy

VIP staff shop discounts

Company restaurant & gym

Transportation subsidy 60%

Employee discounts and benefits

HR mobility and training programs

Job summary

L’Oréal is seeking an IT SAP/ITIL leader for its Beauty Tech Europe Operations. You will supervise SAP Support Services, ensure ITIL/ITSM processes, and coordinate with CIOs, BRMs and external partners to deliver service excellence across 12,500 users in 35 countries.

You’ll work with offshore teams, champion continual improvements, and require 5+ years in IT/SAP in international contexts, with ITIL4 certification preferred; fluent French/English and strong communication are essential.

Qualifications

• At least 5 years of experience in IT/SAP including 3 years in an international context.
• Excellent knowledge of ITIL/ITSM (Incident Management, Service Request Catalog Management, Problem Management, Change Management).
• ITIL4 certification preferred.
• Knowledge of Project Management.
• Experience working with offshore/remote teams and external support partners.
• Fluent in French and English.

Responsibilities

• Supervise and manage Support Services within defined standards (SLA, quality, time, cost).
• Develop and maintain relationships with the business, CIOs/BRMs, other IT departments and external partners.
• Ensure Release and Deployment processes are followed to support our solution.
• Manage escalations and crises with other IT departments.
• Within ITIL/ITSM, implement and communicate standard processes across the organization.
• Drive continual improvement processes.

Skills

IT/SAP experience

International experience

ITIL/ITSM

ITIL4 certification

Project Management

Offshore/remote teams

French & English

Strong communication

Documentation

Job description

Unleash Your Potential at L'Oréal's Beauty Tech! For more than a century, L’Oréal has devoted itself solely to one business: Beauty. Present in 150 countries across five continents and with €42 billion consolidated sales, L'Oréal is the global industry leader. With 37 global beauty brands across four divisions, L'Oréal offers beauty for each covering all beauty categories and catering to all beauty desires. With the acquisition of the Australian brand Aēsop in 2023, the Group continues to expand its portfolio through targeted acquisitions as part of its drive to create the future of beauty.

Today, L’Oréal includes more than 2,000 tech positions and is constantly growing. Beauty Tech is changing the game and leading the shift towards new consumer realities and a digital disruption. Championing Beauty Tech, we invent the beauty of the future while becoming the company of the future.

Beauty Tech is how we know our consumers intimately, augmenting their beauty journeys with unparalleled diverse and sustainable experiences. Beauty Tech equips the Group with the key assets it needs to conquer this new world, where Tech has become strategic. With this ambition, L’Oréal continues to recruit diverse, innovative, skilled and passionate minds in different tech domains such as Data, Digital, Cloud, Cyber Security, IT Architecture, DevOps, Applications and Infrastructure.

YOUR FUTURE TEAM

We are the IT Europe Operations and Finance Service Delivery Team managing the support of 7 SAP ECC, 1 SAP SRM, 1 MANHATTAN Active Warehouse Management Platform, and 1 SAP S/4 HANA Platform for about 12.500 users in 35 countries.

We are aiming for RUN Excellence and Continual Improvements based on our ITIL/ITSM standard processes and supporting our business teams with a holistic and added value focused approach.

We are monitoring our operational KPIs where a high User Satisfaction is one of the most important and communication to our IT and Business Stakeholders is key.

We are working with our offshore partners in India with who we are maintaining a professional and respectful relationship.

Our mindset is open and without any limits for further improvements. A nice team with a positive and ambitious approach!

What you'll do

• Supervise and manage Support Services within the defined standards (Service level, quality, time, cost, etc.) and processes
• Develop and maintain effective relationships and communication with our business organization, CIOs/BRMs, other IT departments, external partners
• Ensure that the Release and Deployment process is followed to guarantee the ability of the service provider to perform the support of our solution
• Managing escalations, following operational crises and exceptional situations in collaboration with other IT departments
• Within the ITIL/ITSM framework ensure the implementation and communication of standard processes with our business organization, other IT departments and external partners
• Ensure the continual improvement process

THIS IS WHAT YOU WILL NEED TO SUCCEED!

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

Secondly, in this specific position, it will be important for you to have:

• At least 5 years of experience in IT/SAP including 3 years in an international context
• Excellent Knowledge in ITIL/ITSM (Incident Management, Service Request Catalog Management
• Problem Management, Change Management, …)
• ITIL4 certified preferrable
• Knowledge in Project Management
• Experience in working with offshore/remote teams and external support partners
• Fluent in French and English

Also, you have to demonstrate strong interpersonal skills:

• Strong organization and communication skills
• Strong documentation & presentation skills
• Teamplayer with excellent social skills and intellectual/cultural flexibility
• Understand and develop continuous improvement initiatives

LET US GIVE YOU 6 OTHER REASONS TO JOIN US!

Joining L'Oréal means joining a company that:

1. Invests in Tech and positions its Tech teams at the heart of its digital transformation strategy.
2. Allows its employees to have a real impact, to test their ideas, to innovate and to build our future.
3. Offers a Hybrid Work Policy: 3 Days in Office, 2 Days Work from Home.
4. Provides many benefits: VIP staff shop offering our products at a preferential rate, a company restaurant & gym, 60% reimbursement of transportation subscription, a work council offering lots of employee discounts (social & cultural activities, holiday vouchers etc.) and much more!
5. Delivers a powerful and innovative HR policy: dynamic mobility policy, significant investment in employee training, regular re-evaluation of remuneration, numerous innovative HR measures: Time Savings Account, paternity leave, Citizen Day, etc.
6. Is an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and we do not discriminate in recruitment, hiring, training, promotion, or other employment practices. The beauty we find in our differences gives us the freedom to go beyond. That’s the beauty of L'Oréal.