18 ene
L'Oréal
Xico
**Service Delivery Manager - Integration****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- 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 oftechnology 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- 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- 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**:- **Please visit "Your Application Space" to see the jobs you have already applied to.
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