IT SAP Service Delivery Analyst – L’Oreal Information Technology
Job Overview
Job title: IT SAP Service Delivery Analyst – L’Oreal Information Technology
Job description: Location: Montreal, Canada
Responsibilities:
- Define and manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence
- 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
- Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs
- Triage issues and provide guidance during troubleshooting calls
- Lead and manage the external AMS teams
- Collaborate with cross-functional teams
- Advocate for the RUN team
Technical Skills:
- Technology background – Computer Science and IT experience
- Skilled with Service Now
- Excellent project management, organization, analysis and problem – solving skills
- Experience working with AMS providers
- Have Supply Chain & Finance knowledge
Licenses and Certifications required:
- ITIL V4 certified
Licenses and Certifications preferred:
- ITIL V4 Intermediate
- PMP from PMI
Skills:
- Proficiency in leading both physical and virtual 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
- Mastery of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organizational skills
- Capacity to train and guide junior team members
- Ability to manage and prioritize tasks efficiently
- Solid resource planning and problem-solving skills
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
Company: L’Oréal
Expected salary:
Location: Montreal, QC
Job date: Fri, 26 Aug 2022 22:47:26 GMT
Job Source: Careerjet.ca