IT Integration Service Delivery Lead – L’Oreal Information Technology
Job Overview
Job title: IT Integration Service Delivery Lead – L’Oreal Information Technology
Job description: Responsibilities:
- Manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence for the Integration in the Americas zone (North America & LATAM)
- Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved
- Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary
- 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
- Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs
- Ensure that standardized methods, processes, and procedures are used for the efficient and prompt handling of all changes
- Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process
- Perform proactive problem management to minimize failures
- Focus on Knowledge Management to ensure proper documentation, availability and sharing of knowledge
- Establish governance process to review SLA’s, KPI’s, vendor performance and quality of service
- Lead a culture of Continual Service Improvement with the vendors
- Supervise external vendors that manages support / maintenance including Major Incidents
- Demonstrated ability to manage Integration Operations and strong ability to influence others
- Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs
- Collaborate with application and infrastructure teams on issue resolution
- Lead and manage external AMS teams
- Collaborate with cross-functional teams
- Advocate for the RUN team
Licenses and Certifications preferred:
§ ITIL V4 certified
Skills:
- Proficiency in leading both physical and virtual teams
- Innovator with quick absorption of new technologies; strong understanding of technology solutions
- Strong interpersonal skills with ability to work as a member of cross functional teams
- Experience in dealing with third-party provided services
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Good Knowledge of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organizational skills
- Ability to manage and prioritize tasks efficiently
- Solid resource planning and problem-solving skills
- Excellent analytical, organization, analysis, and problem – solving skills
- Experience working with onsite and offshore AMS providers
Technical Skills:
- Skilled in using Service Now
- Hands on/working knowledge in any of the following technologies is a huge plus:
- CA API Gateway 9.x (formerly Layer7) and/or Apigee
- Tibco ESB 6.x
- Informatica PowerCenter 9.6 or higher
- IBM Sterling / Connect Direct
- Microsoft SQL Server 2008 or higher
- SAP PI 7.3 and higher (XI/PO)
- Cloud Computing (AWS/Azure)
- JAVA
- APIGEE X / Edge
Soft Skills:
- A curious learner who takes initiative and things outside the box
- An entrepreneur who identifies new opportunities
- A self-starter with an interest in solving business challenges
- A collaborator willing to work in a multi-country, transparent environment
- An excellent AMS providers manager
- An expert in follow up strategies
- Excellent verbal and written communication skills
- Ideally multi-lingual
Essential Physical Requirements:
- Must be able to work in an office environment, minimum of 3 days per week.
Company: L’Oréal
Expected salary:
Location: Montreal, QC
Job date: Sat, 05 Nov 2022 05:50:06 GMT
Job Source: Careerjet.ca