L'Oréal Group is charging ahead in the digital age, pioneering consumer-focused solutions across our business units. As we gear up for the next stage of our ambitious plans, we're seeking a highly motivated Service Delivery Manager with a dual focus: supporting both our critical "DDX and Loyalty" initiatives and ensuring the seamless operation of our Content domain to be a key player within the Platform Excellence team

On the DDX and Loyalty front, you'll will be focusing on customer retention and data-driven strategies. This means collaborating with various vendors, IT teams, and business stakeholders to ensure smooth operations, resolve customer hurdles, and maintain the high availability and performance of our mission-critical applications. A strong understanding of the SDLC, Agile/SCRUM methodologies, and experience supporting such applications are crucial. You'll also facilitate communication and collaboration across teams, from source system partners to brand leadership, showcasing your prowess in problem-solving, risk escalation, governance, and time management.

Simultaneously, you'll be immersed in the Content domain, encompassing three key pillars: Content Creative (Adobe Workfront), Content Management (Salsify and OpenText), and Content Experience (Sitecore). You'll oversee the operations and support of multiple brand systems across the Americas (US, Canada, and Latin America), guaranteeing SLA compliance, providing regular reporting, and driving process improvements. This requires seamless collaboration with support vendors, business partners, and other IT teams, both within the Americas and globally. This dual-focused role offers a unique opportunity to impact two vital areas of our digital ecosystem. If you're a dynamic, driven individual eager to tackle this exciting challenge, we encourage you to apply!

Responsibilities

• Manage the RUN Operations and support of Website Factory Zone IT team, OPERA and Adobe Workfront, working hand in hand with the support vendor / MSP
• Manage the RUN operations and support of DDX and Loyalty, working hand in hand with the support vendor / MSP
• Daily review of SNOW incident and enhancement queue; work with the support vendors on prioritizing tickets and ensure necessary information is provided as well as timeline and quality delivery
• Manage and oversee support tickets across all tracks ensuring timely response and resolution
• Support the Online Pillar Lead to oversee our vendor(s), manage tickets (Issues, service requests and change requests), support the BUILD team(s), and triage remediation conversations 
• In partnership with technical architects identify implementation risks as early as possible, communicate them to the involved parties and facilitate their mitigation
• Ensure timely communication and alerts to the IT and Business stakeholders
• Manage support vendors, as well as the internal teams, on support and project delivery including requirement analysis, system design, coding, QA, deployment and maintenance according to Program standard process, SLA, KPI and best practices
• Coordinate integration with 3^rd party vendors
• Track, report on, and actively manage/triage critical incidents (such as site outage), including working with Development and Infrastructure teams on resolution
• Stay informed on new digital solution trends and contribute to IT digital strategy and governance development
• Share best practices and contribute to process framework to the global Website Factory initiative. Collaborate with other Zones.

Core Competencies / Professional Requirements

• 3-5+ years of experience managing operations and support for multiple websites/digital properties solutions.
• Strong IT vendor management, both onshore and offshore, expertise is a must
• Ability to interact effectively with internal Business teams, at different levels of the organization, while understanding cultural differences
• Strong organizational, time management, communication, process orientation and problem-solving skills with multiple clients/vendors/projects
• Ability to successfully function in a fast-paced, deadline-driven environment is a must
• Strong problem-solving skills, ability to propose and execute out-of-the-box solutions
• Experience in analysis and documentation of technical requirements to ensure they adhere to the L’Oreal Governance and Architecture standards
• Technology assessment and evaluation skills
• Experience managing customer loyalty programs, preferably within a retail, hospitality, or service industry is a plus
• Experience in customer relationship management, data analysis, and campaign management a plus 
• Strong understanding of loyalty program mechanics, best practices, and emerging trends. This includes points systems, tiered structures, reward fulfillment, and member lifecycle management.
• Business analysis skills
• Bachelor’s degree required
• People management experience a plus
• Experience managing customer loyalty programs, preferably within a retail, hospitality, or service industry. 
• Experience in customer relationship management, data analysis, and campaign management a plus 
• Strong understanding of loyalty program mechanics, best practices, and emerging trends. This includes points systems, tiered structures, reward fulfillment, and member lifecycle management a bonus

Technical/Professional Requirements

• Sitecore, Salsify, OpenText, or any other CMS, PIM, DAM platform
• Systems integration – Webservice, Batch, EDI, sFTP
• Understanding of HTML, CSS, JavaScript
• Exposure to CRM integration and affiliate marketing tools
• Familiarity with ServiceNow and Atlassian tools such as Bitbucket, GitHub and Confluence
• General understanding of source control systems
• Cross-Browser testing/functionality, understanding of best QA practices (manual and automated)
• Exposure to mobile, omni-channel technology tools and principles around responsive design, hybrid applications, mobile applications
• Microsoft Office applications -- Office Suite (Project, PowerPoint, Excel, Word, Visio)