Unleash Your Potential at L'Oréal's Beauty Tech!
Who Are We?
For 115 years, L’Oréal, the world’s leading beauty player, has devoted itself to one thing only: fulfilling the beauty aspirations of consumers around the world.
For more than a century, L’Oréal has devoted itself solely to one business: Beauty. Present in 150 countries across five continents and with €42 billion consolidated sales, L'Oréal is the global industry leader. With 37 global beauty brands across four divisions, L’Oréal offers beauty for each covering all beauty categories and catering to all beauty desires. With the acquisition of the Australian brand Aēsop in 2023, the Group continues to expand its portfolio through targeted acquisitions as part of its drive to create the future of beauty.
Today, L’Oréal includes more than 2,000 tech professionals and is constantly growing. Beauty Tech is changing the game and leading the shift towards new consumer realities and a digital disruption. Championing Beauty Tech, we invent the beauty of the future while becoming the company of the future.
Beauty Tech is how we know our consumers intimately, augmenting their beauty journeys with unparalleled diverse and sustainable experiences. Beauty Tech equips the Group with the key assets it needs to conquer this new world, where Tech has become strategic. With this ambition, L’Oréal continues to recruit diverse, innovative, skilled and passionate minds in different tech domains such as Data, Digital, Cloud, Cyber Security, IT Architecture, DevOps, Applications and Infrastructure.
A Day in the Life of Service Delivery Manager (RUN Manager) – Global IT - Retail
The oversees for Global IT Retail solutions deployed globally across multiple regions. Service Delivery Manager (SDM) Level 3 (L3) service operations While Level 1 and Level 2 (L1/L2) support is delivered by , the SDM ensures that all zone IT organizations L3 activities — including complex incident and aligned with global standards. resolution, problem management, service transition, and vendor escalations — are executed effectively This role serves as the bridge between global solution owners, third-party vendors, and local market IT, ensuring smooth operations, rapid root-cause resolution, and continuous service improvement across all retail touchpoints (stores, warehouses, and digital platforms)
In this role, You will..
Be responsible for the following:
L3 Service Operations Oversight
- Own and manage for all retail IT solutions globally. L3 service delivery
- Act as the final escalation point for critical incidents that cannot be resolved at L1/L2 levels.
- Coordinate with global product teams, solution architects, and vendors to deliver timely and effective root cause analysis (RCA).
- Drive permanent fixes and problem management to prevent recurrence of high-impact issues.
- Monitor overall service health across all tiers (L1–L3) through dashboards, incident analytics, and SLA adherence reports.
Collaboration with Zone IT (L1/L2 Support)
- Establish strong operational alignment with providing L1 and L2 support. regional and local IT teams
- Define and maintain , knowledge-sharing protocols, and service transition criteria. clear escalation paths
- Support zone IT teams in adopting consistent operating procedures, runbooks, and escalation standards.
- Provide guidance and training to improve L2 diagnostic and troubleshooting efficiency.
- Ensure feedback loops between global L3 and local L1/L2 for continuous learning and improvement.
Vendor & Partner Management
- Manage relationships with delivering L3 support. application vendors, infrastructure providers, and managed service partners
- Oversee vendor SLA compliance, incident response performance, and contractual deliverables.
- Lead technical and governance review meetings with partners and service providers.
- Ensure that vendor escalations are handled within agreed timelines and produce actionable RCA reports.
Global Rollout & Service Transition
- Support the rollout of new retail solutions by ensuring , knowledge transfer, and documentation are complete. L3 readiness
- Participate in following go-lives to stabilize services and transition into steady-state operations. hypercare phases
- Define and validate for each deployment wave. operational acceptance criteria
- Coordinate post-rollout performance reviews with project and support teams.
Governance, Reporting & Continuous Improvement
- Oversee global , track KPIs, and drive continuous service improvement initiatives. L3 operational reviews
- Maintain a global service dashboard highlighting incident trends, backlog status, and recurring problems.
- Promote automation, monitoring, and proactive issue detection to reduce incident volume.
- Ensure all L3 processes adhere to the group ITSM best practices and align with security, compliance, and audit standards.
What are we looking for?
Required
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
- ITIL v4 Certification. Proficiency in English (mandatory).
- 7+ years of IT service delivery or operations management experience, including at least 3 years in global or multi-region L3 support . environments
- Deep knowledge of ITIL v4 processes, particularly . Incident, Problem, and Change Management
- Proven experience supporting Retail IT ecosystems.
- Strong analytical and troubleshooting skills for complex, multi-layered IT issues.
- Demonstrated ability to coordinate across distributed L1/L2/L3 structures and multiple time zones.
- Excellent stakeholder management, communication, and documentation skills.
What’s In It for You?
- Preferred Experience in global rollout programs or transformation projects involving multiple retail markets.
- Expertise in or equivalent offline retail platforms.
- Expertise in Cegid Retail (Y2, POS, Store Back Office)
- Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management).
- Technical background in cloud, or enterprise applications
Good to know: The Recruitment Process
- Interview with HR
- Technical Interview
- Interview with the hiring manager
We would love to find out more about you as a candidate and we do not discriminate in recruitment, hiring, training, promotion, or other employment practices. The beauty we find in our differences gives us the freedom to go beyond. That’s the beauty of L’Oréal.