Responsibilities

• Monitor incoming requests for Technologies & Infrastructures and ensure solutions are being proposed for functional needs that are not yet covered in line with the overall system coherence.
• Create service catalog and identify new services and transfer ownership to relevant domain architects (with the collaboration with GBT team for global MSP)
• Ensure the corrective, evolutionary and technical maintenance of the Technologies & Infrastructures, optimize the system / technology development and performance taking proactive action to ensure stable and secure application and infrastructures to avoid potential service disruption.
• Define and manage the support services and supervise its functioning within the defined standards (define and review KPIs, metrics and SLAs and oversee performance)
• Coordinate the different experts needed in order to deal with incidents and service requests from level 2 and 3
• Manage escalations, crises and exceptional situations and define the emergency action plans, and review problems linked to major incidents or repetitive incidents.
• Participate in the selection of external suppliers as well as the outsourced services contracted, and follow-up on associated governance.
• Develop and maintain effective relationships and communication with internal users and/or external suppliers, understanding and managing vendor contracts (Technical, business and Legal aspects), and financial engagements.
• Produce documents and templates describing products, services, components to establish compliance with relevant documentation requirement; ensure they are valid and up to date and that functions and features are documented in an appropriate way.
• Manage change and release processes with the provider to introduce new services / technologies in accordance with the L’Oréal change management process and constraints. 
• Coordinate and/or manage the internal/external human resources.
• Ensure documentation and maintenance of key assets in CMDB and APM
• Build / maintain / support the Business Continuity Plans for critical applications / services and run Disaster Recovery Plans and maintain associated procedures updated using transition to run outputs.
• Manage contractual framework for the scope of provider and ensure continuity of service.
• Contract review and improvements follow up 
• Contribute to financial review and forecast according to budgeted services and report the contract deviances and necessary alignment.
• Conduct regular governance meetings with service providers and report providers KPIs through service reporting and monitoring, and conduct workload allocations and service costs. 
• Manage / Maintain Service Catalogue / Convention
• Maintain capacity plans and capacity management aligned and in sync with the billing and financial forecasts 
• Follow the governance, processes (incl. key ITSM processes such as incident, change and problem management), knowledge base standards set at the Zone and Group Level.
• Align with the processes, standards, policies, and tooling set by the Group SDMs in the same Infra Technical Domain

Requirements

• Minimally 10 years of IT Service delivery & Project Management experience
• Knowledge of both theoretical and practical aspects of ITIL, IT Service Delivery & service transitioning
• Direct work experience in technical infrastructure management, capacity, and vendor management.
• Proven experience in people management, risk management, and change management.
• Knowledge of IT Infra structure management platforms like windows, Linux, Databases, storage etc.
• Experience in managing Data center operations & IT Service Delivery
• Experience with working with offshore (India) based teams.
• Experience in working with multidisciplinary teams in IT infrastructure management.
• Manage and drive the technical discussions during the high priority issue calls with customers Stakeholder management.
• Good communication skills
• Good experience with MS Project, Microsoft Excel, Visio, Word, Outlook, and SharePoint.
• Strong negotiation/facilitation skills with an ability to gain consensus.
• Excellent written and presentation skills and strong decision-making skills.
• Ability to manage customer expectations throughout the project implementation and delivery process.
• Ability to work on teams in a lead and participative capacity with many different and diverse stakeholders.
• Formal knowledge of service delivery management principles, processes, and tools.