O+O Digital Service Delivery Manager

O+O Digital Service Delivery Manager will be responsible for L’Oreal North Asia & SAPMENA B2C platforms operation including CRM systems and eCommerence websites.

L’Oreal CRM systems include CDS, CDP, C360, Loyalty, Audience List, Computational Engine, SPACE Care, SFMC(Salesforce Marketing Cloud), SFSC(Salesforce Service Cloud), NPS and CPRV. L’Oreal eCommerence platform includes SFCC (Salesforce Comercial Could). The main responsilibility of this position is to provide the most cost efficiency support and ensure the stablility and availiability of these two main online platforms.

Key Job Accountabilities:

• Proactive drive project to operation transition by following the guideline to ensure a smooth and success transition for any project.
• Ensure incident resolution for business continuity with E2E SLA compliance by coordinating resource (internal and external teams) provide joint troubleshooting and timely resolution.
• Proactive work on ticket backlog management, focus on backlog control and reducation by setting up right SOP and close monitoring.
• Accoutable for critical issue (P1/P1 incident) communication and RCA follow up upon problem ticket util closure.
• Reduce fake P1 inbound incidents by setting up right governance or provide end-user training.
• Proactive drive and optimize cross domain support process on providing the best efficienct support to business team.
• Set up and continue improve E2E data monitoring and recovery SOP to ensure the data quality.
• Hypecare support during holiday season (e.g.Double11, Double 12, X-Mas, Black Friday, etc.)
• Standardize IT Sercice Delivery Quality with vendors by adopting L’Oreal SLA framework.
• Ensure knowledgebases/SOPs are maintained and updated on L’Oreal platforms(e.g. SNOW, Confluence, Sharepoint).

Business Relationship Management

• Stakeholder Engagement - Monthly cross-functional meetings with business leads to prioritize IT initiatives, vendor performance review. Understand business needs for minor evolutions or technical enhancements in aligning with product team.
• Business Escalation Management - Manage specific issue or topic escalation, understand and address any concern they may have.
• Training Programs - Upskill business teams on new tools, onboard with new IT Operational SOPs.
• Continues Service Improvement - Take quarterly survery on the service delivery quality and take necessary actions to improve user satisfaction.

Vendor Relationship Management

• Strategic Alignment & Governance - Ensure vendor partners capabilities align with L’Oréal’s digital transformation roadmap
• Operational Excellence - Define system uptime, priority levels, Mean Time to Repair (MTTR),SLAs and KPIs to mesure vendor partner’s performance.
• Relationship Building & Innovation - Co-Innovation Workshop, Stakeholder Engagement and Cultural Alignment
• Continuous Improvement - Annual Scorecards(Grade vendors on quality, innovation, and responsiveness),Training Programs,Tech Refresh Clauses
• Monthly Performance Monitoring - Track metrics like ticket volume, resolution efficiency, and user satisfaction (e.g., NPS scores).

Profile & Position Requirements :

• At least 5 years Digital IT operation experience in multicultural company, preferably with the knowledge of Salesforce, GCP, Tealium platforms.
• Growth mindset to adapt any orgnizational or job scope change.
• Good communication skill in managing business requirements and expectation, cross domain collobration.
• Good time management skill to handle multiple tasks in an agility way.
• Proactive and self-motivated person.
• Excellent English Read/Write Skills.
• ITIL certification is preferred.
• PMP certification is preferred.