O+O Digital Service Delivery Manager
Shanghai, China Mainland
Real-world Tech at scale
We are a team of 2,200 technology experts designing the software, products, cloud, and AI that power L'Oréal in 150 countries. We build tools that help our internal teams work smarter, while shaping immersive digital experiences for millions of consumers. With Gen-AI unlocking new possibilities, we combine advanced science with cutting-edge technology to deliver beauty that is personalized, inclusive, and responsible.
This is engineering excellence, delivered at global scale
Skills you'll sharpen here
- AI fluency
- Cloud
- Tech product development
- Cybersecurity
- Integration
- Data fluency
As well as these, L'Oréal employees build the transversal soft skills needed to partner across the business.
Why build here?
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We build API-first and Cloud-first, using the best stacks from Google, Microsoft, and Meta.
You get the budget and data to build things that actually ship - like L'Oréal GPT or our connected beauty devices-and push them live across 150 countries. We move fast, but we don't do it blindly.
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We also expect your career to keep moving.
People don’t get stuck in one lane here. With over 1,600 internal moves a year and full access to our Tech & Data University, you are encouraged to switch teams, learn new stacks, and grow. Finally, how you build matters. You will be expected to write code that is accessible to everyone, and design architecture that keeps our servers’ carbon footprint low.
O+O Digital Service Delivery Manager
Shanghai, Shanghai Municipality, China Mainland
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.
- Reference number: 258315
- Location: Shanghai, China Mainland
- Date posted: 10/15/2026
- Employment type: Full-time
- Professional field: Tech & Data
- Tech Transversal
AI Charter: our pact
Why a Pact? At L’Oréal, innovation has been in our DNA for over 115 years. As we invent the future of beauty, we see Artificial Intelligence as a powerful co-pilot, with the firm belief that technology must always serve people. This pact is our commitment to you: we want to be transparent about how we use AI during the recruitment journey, and we invite you to use it in a way that showcases your unique talents. Above all, we believe in a journey that is ethical, transparent, and human.
View our AI Charter (opens in new window)
What our people say
As an engineer passionate about new technologies, what drives me is democratising AI and tech. I'm committed to making them truly accessible and bringing real value to employees across all our diverse businesses.
Lina, AI Product Lead
What we bring to the table
Please note: The exact benefits can vary depending on your country.
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A Competitive Salary to Secure Your Talent
Our Share & Care commitment ensures you receive a competitive monthly salary that stands out locally, recognizing your contribution to our success.
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Your Health & Well-being First
You'll have access to medical coverage and a range of wellness resources, including mental health support, to ensure you feel your best.
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Unlock Your Potential
From day one, you get full access to our global learning platform with over 10,000 courses to build the skills for your future career.
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Flexibility for a Balanced Life
Find your perfect balance. We offer a hybrid work model and flexible arrangements, so you can manage your professional and personal life effectively throughout your career.
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The Ultimate L'Oréal Experience
Get generous discounts on our entire portfolio of iconic brands and be the first to try our latest product innovations.
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Thriving Community
Enjoy a dynamic work environment designed for connection and growth. From modern, collaborative offices to exciting social events, you'll be part of an ultra-connected network.
Think you’d be a great fit? We’d love to see you apply.
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