{"id":2596853,"url":"https://alion.io/job/loreal-oo-digital-service-delivery-manager","title":"O+O Digital Service Delivery Manager","company":{"id":1047779,"name":"L'Oréal","domain":"loreal.com","url":"https://alion.io/company/loreal-3","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Radancy","truth_index":{"grade":"A","score":86,"open_postings":70,"ghost_share":0,"stale_share":0.543,"repost_share":0.014,"time_to_fill_p50_days":24,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Shanghai, China"],"countries":["CN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":86000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1088},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"GCP","optional":false},{"name":"ITIL","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-10-15T07:26:07Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-22T07:21:46Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"O+O Digital Service Delivery Manager will be responsible for L’Oreal North Asia & SAPMENA B2C platforms operation including CRM systems and eCommerence websites.\nL’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.\nKey Job Accountabilities:\nProactive drive project to operation transition by following the guideline to ensure a smooth and success transition for any project.\nEnsure incident resolution for business continuity with E2E SLA compliance by coordinating resource (internal and external teams) provide joint troubleshooting and timely resolution.\nProactive work on ticket backlog management, focus on backlog control and reducation by setting up right SOP and close monitoring.\nAccoutable for critical issue (P1/P1 incident) communication and RCA follow up upon problem ticket util closure. \nReduce fake P1 inbound incidents by setting up right governance or provide end-user training.\nProactive drive and optimize cross domain support process on providing the best efficienct support to business team.\nSet up and continue improve E2E data monitoring and recovery SOP to ensure the data quality.\nHypecare support during holiday season (e.g.Double11, Double 12, X-Mas, Black Friday, etc.)\nStandardize IT Sercice Delivery Quality with vendors by adopting L’Oreal SLA framework.\nEnsure knowledgebases/SOPs are maintained and updated on L’Oreal platforms(e.g. SNOW, Confluence, Sharepoint).\nBusiness Relationship Management \nStakeholder 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. \nBusiness Escalation Management - Manage specific issue or topic escalation, understand and address any concern they may have.\nTraining Programs - Upskill business teams on new tools, onboard with new IT Operational SOPs.\nContinues Service Improvement - Take quarterly survery on the service delivery quality and take necessary actions to improve user satisfaction.\nVendor Relationship Management\nStrategic Alignment & Governance - Ensure vendor partners capabilities align with L’Oréal’s digital transformation roadmap\n Operational Excellence - Define system uptime, priority levels, Mean Time to Repair (MTTR),SLAs and KPIs to mesure vendor partner’s performance.\nRelationship Building & Innovation - Co-Innovation Workshop, Stakeholder Engagement and Cultural Alignment\n Continuous Improvement - Annual Scorecards(Grade vendors on quality, innovation, and responsiveness),Training Programs,Tech Refresh Clauses\n Monthly Performance Monitoring - Track metrics like ticket volume, resolution efficiency, and user satisfaction (e.g., NPS scores).\nProfile & Position Requirements :\nAt least 5 years Digital IT operation experience in multicultural company, preferably with the knowledge of Salesforce, GCP, Tealium platforms.\nGrowth mindset to adapt any orgnizational or job scope change.\nGood communication skill in managing business requirements and expectation, cross domain collobration.\nGood time management skill to handle multiple tasks in an agility way.\nProactive and self-motivated person.\nExcellent English Read/Write Skills.\nITIL certification is preferred.\nPMP certification is preferred.","description_format":"text","description_chars":3644,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cosmetics & Makeup","Skincare","Hair Care Products"],"lifecycle":[{"event":"open","at":"2026-10-15T07:26:07Z"}],"visa":[],"liveness":{"score":61,"band":"ok","label":"Likely open","p_open":1,"p_active":0.613,"p_room":1,"age_days":6,"expected_fill_days":24,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/loreal-oo-digital-service-delivery-manager","json_url":"https://alion.io/job/loreal-oo-digital-service-delivery-manager.json","meta":{"generated_at":"2026-10-22T10:36:02Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7909,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1047779},"rest":"https://alion.io/mcp/rest/get_company?id=1047779"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Floreal-oo-digital-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Floreal-oo-digital-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Floreal-oo-digital-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/loreal-oo-digital-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Floreal-oo-digital-service-delivery-manager"}]}