IT Finance & Supply Chain SDM

Must have*
* High level of business orientation.
* Proactive and process mindset.
* Solid IT process knowledge with very good ITIL understanding.
* Practical knowledge and experience on IT process development and service roll outs.
* Strong experience in supplier collaboration with offshoring model (located in India).
* Demonstrated ability to communicate effectively with different stakeholders (both written and oral).
* Ability to operate in a large and complex organization which is transformation to become more professional.
* Strong Change Management skills.
* Excellent problem solving & team collaboration skills.
* Experience on SAP function modules (FICO, SD, MM, WM).
* Proven ‎6+ years working experience as an IT service delivery manager or coordinator.
* Knowledge of *IT Service Management ( ITIL EXPERT certification will be appreciated).
* Proven track record in IT/IS Project Management (PMI, Prince ‎2 certification will be appreciated) including coordination of various teams and service providers.
* Fluency in English, Arabic is a plus.

Will be a plus
* Experience on SAP (SRM, ABAP, GRC)
* Proficiency in using ServiceNow, PowerBI

Job Objectives
L 'Oreal is looking for one Service Delivery Manager for MENA hub, in charge
of:

• Acting as a leading role of day-to-day management of application systems.


• Acting as key points of contact for application support including the management of critical incidents coordinating between the internal team and service providers.


• Managing vendor supplied business applications including contractual governance, service level agreements and / or service schedules.


• Providing technical advises when required.
  Scope: Applications of Finance, Supply Chain, Purchasing and other cooperate
  functions (SAP, WORKFLOW, etc.)
  Job Description
  Manage Relationship with business on Run service


• In charge of Run activities for applications or services and conduct business review with business representatives.


• Manage escalation from business teams and ensure business continuity and follow till closure.


• Manage dependencies and trigger hierarchical escalation protocol as needed ( "pending by user, awaiting vendor status" tickets etc.)


• Own critical outbound communications from IT with business.


• Conduct or collaborate with BRM for demand management for minor evolutions in alignment with build teams.


• Track and ensure business satisfaction and take necessary action to improve CSAT progressively.


• Contribute to larger community of SDM and ITSM Process Owner.


• Onboard other scope into service as the organization is moving to Platform organization.
  
  Monitor and control service delivery


• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.


• Review ticket backlog (especially aging tickets) on regular basis and prioritize as per SLA commitments when applicable.


• Track, analyze and report metrics (SLA and KPI) and take corrective actions as needed for service excellence.


• Work with Application management service partner to generate actionable insights to improve system availability and performance.


• Ensure Knowledge Mgmt. and build to run practices are followed and regularly conduct audits


• Recommend, monitor, and ensure continuous improvement activities are delivered by AMS teams.


• Increase the ITIL compliance for all services delivered by teams (incident, problem, change.)


• Review global process KPIs using power BI dashboard for process excellence and draft process improvement suggestions.


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  Lead change management including process governance, CAB & quality control.

  
  


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