Service Delivery Manager — Commercial Sales

We are looking for a Service Delivery Manager to oversee the end-to-end delivery of digital services across the Americas Salesforce-based ecosystem, ensuring operational excellence, business continuity, and synchronization stability across the Online + Offline sales landscape.

Key Responsibilities

Drive Platform Excellence

• Ensure the end-to-end service delivery for the Americas Salesforce-based ecosystem; oversee the operational impact of seasonal releases and global core updates, assuring regional business continuity and synchronization stability across the Online + Offline sales landscape.
• Service Transition

Facilitate and monitor the project lifecycle of moving new features from "Build" to "Run" (Service Transition).

End-to-End Service Delivery Management

• Oversee the entire lifecycle of digital services, from deployment to ongoing operations, ensuring adherence to established SLAs and OLAs.
• Monitor and optimize support workflows within ServiceNow to ensure supporting staff is highly responsive and effective.
• Monitor, analyze, and report on KPIs for digital services, identifying trends and areas for improvement.
• Proactively identify and address potential service delivery issues before they impact business operations.
• Incident Management
• Act as coordinating leader for resolution of business-critical service disruptions in dynamic, highly complex, technical environments, acting as a decisive bridge between tech teams and business units, ensuring timely and effective communications to both technical and non-technical audiences.
• Foster operational resiliency frameworks to ensure platform availability during peak business cycles or regional disruptions.
• Problem and Change Management
• Drive problem management and root cause analysis to eliminate recurring incidents and improve overall service stability.
• Manage change request coordination for digital services, ensuring proper planning, communication, testing, and minimal disruption to operations.
• Stakeholder & Customer Relationship Management
• Serve as the primary point of contact for business stakeholders regarding digital service performance, issues, and new requirements.
• Build and maintain strong, collaborative relationships with internal teams (Marketing, E-commerce, Data, IT Development, Infrastructure) and external partners.
• Regularly communicate service status, performance reports, and progress on initiatives to all relevant stakeholders.
• Translate complex service delivery metrics into actionable business insights and align local requirements with global roadmaps.
• Vendor Performance Management
• Manage relationships and performance of third-party vendors and service providers critical to commercial sales service delivery (SaaS providers, hosting partners, digital agencies).
• Monitor vendor compliance with contractual obligations and SLAs, conducting regular performance reviews.
• Service Improvement & Optimization
• Identify opportunities for process improvement, automation, and efficiency gains within digital service operations.
• Champion initiatives to enhance the user experience, reliability, and security of digital platforms and applications.
• Collaborate with technical teams to implement enhancements and new features, ensuring operational readiness.
• Reporting & Communication
• Develop and present comprehensive service performance reports highlighting achievements, challenges, and actionable insights to senior management.
• Ensure clear, concise, and timely communication during service disruptions or major changes.
• Qualifications
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 5+ years of experience in IT Service Management or Service Delivery, with significant exposure to digital services, e-commerce platforms, and Salesforce ecosystems (Sales Cloud, Service Cloud, or Salesforce Industries). Deep understanding of OneSFA workflows and mobile sales force effectiveness is highly preferred.
• Proven track record of maintaining composure and performance in fast-paced, high-stakes digital environments; ability to navigate ambiguity and handle the complexity of O+O (Online + Offline) integrated systems.
• Solid knowledge of ITSM tools such as ServiceNow and Jira, as well as data visualization platforms and frameworks, particularly ITIL methodologies (ITIL certification highly preferred). Salesforce Administrator or Associate certification is a significant plus.
• Working knowledge of Agile (Scrum/Kanban) and Waterfall methodologies; experience leading complex service transition projects and managing API-led architecture interdependencies.
• Exceptional communication skills, both written and verbal, with the ability to articulate complex technical information to non-technical stakeholders.
• Demonstrated ability to build strong relationships and influence cross-functional teams.
• Strong understanding of digital technologies, cloud services (SaaS, PaaS), web architectures, and mobile application ecosystems.
• Excellent problem-solving, analytical, and organizational skills.
• A customer-centric mindset with a strong commitment to service excellence.
• Equal Opportunity Statement

Don't meet every single requirement? At L'Oreal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you're excited about this role but your past experience doesn't align perfectly with the qualifications listed in the job description, we encourage you to apply anyways! You may just be the right candidate for this or other roles!

We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.