Benito Juarez, Mexico City
Jornada Completa

SAP Service Delivery Manager (SDM) 


L’Oréal is present in 130 countries on five continents. For more than a century, L’Oréal has devoted itself solely to one business: beauty; it is now the industry world leader with €29 billion consolidated sales.

Today, L’Oréal includes 1700 tech positions and it’s constantly growing. Especially with our ambition to become the #1 BeautyTech company, meaning inventing the beauty of the future while becoming the company of the future.

BeautyTech will equip the Group with the key assets it needs to conquer this new world, where Tech has become strategic.

To achieve this ambition, L’Oréal needs to continue recruiting diverse, innovative, skilled and passionate minds in different tech domains such as Data, Digital, Cloud, Cyber Security, IT Architecture, DevOps, Applications and Infrastructure.




L’Oréal is in a period of growth and transformation in data and is building dynamic and multidisciplinary teams from different backgrounds to deliver on our exciting mission to accelerate the company’s Beauty Tech transformation. 

We are seeking a highly skilled and experienced SAP Service Delivery Manager (SDM) to join our team. The successful candidate will have a strong background in project management methodologies, including waterfall, scrum, and agile. This role involves managing the analytics projects backlog, creating, and managing usage and adoption metrics, and communicating with Change Management experts in the Region to follow up on training and change management programs for data literacy. The Analytics Program PMO will coordinate with various business units, including Commercial, Supply Chain, HR, Finance, IT, Delivery, and Engineering, and will liaise with global, local, and regional parties.

  • The position is part of B2B Americas IT Service Delivery organization. 
  • This position is responsible for successful delivery of SAP Application Management Support (AMS) service solutions to the business for Mexico. 
  • The ideal candidate will provide service delivery expertise, monitoring SLAs, partnering with multiple vendors/suppliers to meet business service SLAs are met.
  • Experience with SAP supply chain management and/or Finance 

Responsibilities and Duties

  • Pro-actively manage Supply Chain and Finance business partners expectations on SAP Application Support service (AMS). 
  • Engage with internal business customers for any critical escalations or issues to resolution with the help of SAP IT Support team. 
  • Improve business experience on SAP support service.
  • Weekly demand management – Small projects or Minor evolution process and monitoring of status update and progress to internal customer.
  • Maintain good relationship with multiple AMS Support partners (IT partners) to drive SLA committed to the business.
  • Partner with Application development internal and external teams and external support teams on service level KPI’s to meet SLA’s.  
  • Very good understanding of ITSM/ITIL process and methodologies 
  • Develop and implement escalation matrix and manage high escalation from the business to right support partners to resolution and adhere to Root cause analysis (RCA) process. 
  • Support SAP Supply Chain/Finance Audits
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs
  • Ensure that standardized methods, processes, and procedures are used for the efficient and prompt handling of all changes.
  • Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process.
  • Perform proactive problem management to minimize failures. 
  • Focus on Knowledge Management to ensure proper documentation, availability and sharing of knowledge.
  • Establish governance process to review SLA’s, KPI’s, vendor performance and quality of service.
  • Lead a culture of Continual Service Improvement with the vendors.
  • Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs.
  • Triage issues and provide guidance during troubleshooting calls.
  • Lead and manage the external AMS teams. 
  • Collaborate with cross-functional teams. 


  • Education:  bachelor’s degree or equivalent required. Advanced IT / Supply Chain/ Finance equivalent degree or training preferred.
  • Business Skills:  Knowledge of Supply chain management and/or Finance, develop change management process, develop standard operating process.  Define governance on IT Operations activities for Supply Chain and Finance applications.
  • Ability to translate high technical problem/issue into English for the business. Communicate and manage escalation and coordinate it with Application management support (AMS)
  • Interpersonal Skills: Interpersonal Relations, Professional Presence, Innovation /Creativity, Flexibility / Adaptability to Change, Consulting, Problem Solving / Troubleshooting, Active Listening.
  • Management Skills: Ability to lead AMS with cross functional team, External Resource Management, Teamwork, Commitment Management.
  • Functional/Technical Skills: Minimum 7 years’ hands-on experience in SAP Supply Chain and/or Finance modules, knowledge of SAP modules with Order to Cash, Procure to Pay, Knowledge of Warehouse automation, credit card processing, tax products is plus.
  • ITIL certification plus
  • Ability to speak Portuguese/French is a plus.
  • English MANDATORY 
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