We are seeking an accomplished and dedicated leader to join our team as a Director - Platform Excellence Pillar Lead for our large beauty corporation. In this role, you will be responsible for overseeing and driving cross-functional operational and RUN responsibilities for a logical collection of IT pillars such as DDX, Loyalty, Consumer Care, Content, Commercial Sales, etc. As a Pillar Lead, you will play a pivotal role in the execution of our digital strategy by ensuring operational excellence and stability
through innovative, cross-functional support initiatives. The primary accountabilities for the role are managing and overseeing the distinct RUN needs for various services and select IT pillars within the O+O organization. This includes meeting Operational SLAs, adhering to IT security mandates, executing production support needs and addressing post-deployment service requirements. This individual will use a growth mindset to develop, foster, and leverage partnerships with business stakeholders as well as dependent IT teams while delivering high-value support in a dynamic and ambiguous environment.
The ideal candidate will possess a range of service management experience including defining operational SLAs, creating service roadmaps, reporting on monthly service metrics and availability while fostering a continuous improvement mindset. This individual will identify RUN related synergies between the pillars he / she covers and seek opportunities to reduce RUN overhead and cross-portfolio roadblocks. This includes the utilization of process improvement methodologies, problem solving, and KPI’s including SLAs and XLAs to achieve expected levels of service as well as financial objectives. This role works closely with the Platform Excellence Lead, business owners and project teams to establish measurement plans, identify and quantify process improvement opportunities, implement change and build and execute control plans.
Responsibilities
• Oversee the day-to-day operations of our digital platforms assigned to you, ensuring their availability, reliability, and performance.
• Collaborate with cross-functional teams to identify and resolve operational issues promptly.
• Implement and maintain best practices for incident management, change management, and problem resolution.
• Monitor and optimize the performance of our digital platforms, ensuring optimal speed, responsiveness, and scalability.
• Conduct regular performance testing and analysis to identify areas for improvement.
• Collaborate with development teams to implement performance enhancements and optimizations.
• Define and enforce quality standards, processes, and procedures. Conduct regular audits and reviews to ensure compliance with quality standards.
• Collaborate with development teams to address and resolve any quality issues.
• Ensure the reliability and availability of our digital platforms.
• Implement and maintain robust monitoring and alerting systems to proactively identify and address potential issues.
• Develop and execute disaster recovery and business continuity plans.
• Collaborate with infrastructure teams to optimize system architecture and ensure high availability.
• Service delivery assessment, design, and delivery across the service life cycle
• Champion accessibility initiatives, ensuring our digital platforms are inclusive and accessible to all users.
• Develop and implement accessibility standards and guidelines, collaborating with development teams to ensure compliance with accessibility requirements.
• Manage conflict, and ensure that the team's processes and tasks are carried out efficiently
• Seek opportunities to scale efficiencies and new ways of working across multiple projects and environments
• Drive the implementation of DevOps practices and methodologies, fostering collaboration and efficiency between development and operations teams.
• Implement automation and continuous integration/continuous deployment (CI/CD) processes to streamline development and deployment cycles.
• Assess customer feedback and use your creativity to establish, improve, and refine services
• Accountable for seamless delivery of L1 / L2 production support services in a global delivery model
• Collaborate with client key stakeholders to define, execute & track the transition plan for every new product / feature introduced in scope
• Manage the relationship with the client, act as an escalation point for the provided services, and ensure the client's issues, requirements, etc. are managed to the satisfaction
• Responsible for execution of production support ticket analysis for new product teams to ensure team skills are right-sized
• Define, execute, and lead communication and escalation plan
• Manage and implement a service provision roadmap, in collaboration with the client and the various service providers
• Ensure proper communication with the client, delivering periodic reports on service delivered, quality, SLAs, ongoing improvement activities, open issues, etc.
• Ability to evolve engagement from managed capacity to managed services with a clearly defined roadmap
• Define an SLA-driven roadmap and maturity model for the services to be delivered.
Functional Skills :
• 7+ years relevant IT experience
• Excellent intelligence quotient: Problem solving / analytical thinking.
• Extensive experience in collaboratively designing, implementing and managing governance processes that add value through measurable controls
• Outstanding oral & written communication skills
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Effectively simplify and deliver complex business and technical messages
• Ability to simplify & standardize complex concepts / processes
• Solid understanding of vendor management and performance management
• Ability to communicate and negotiate with tier-1 and Tier-2 leadership at the organizational level
• Experience in building the model across all service tiers (L1, L2, L3, and L4)
• Hands-on experience working with a managed capacity / managed services SLA-driven model
• Strong experience in IT support delivery, with a focus on production support
Behavioral Skills :
• Strong yet balanced emotional quotient
• Ability to influence and lead by example and principle
• High drive for customer service and a service management mindset
• Desire to provide world-class service experiences
• Passion for process improvement, innovation and data
• Demonstrates endless yet purposeful curiosity to improve and solve problems
• Ability to story-tell and relate to business teams on their terms/language
• Belief in empathy for co-workers and customers is key to your success
• Excels in creating and maintaining professional relationships and leveraging your professional network
• Display a passion for developing and growing team members
• Adapts to a variety of working styles
Technical Skills :
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Solid understanding of ITIL and demonstrates ability to lead ITIL processes
• Experience with continuous improvement principles such as Agile and Lean
• Understanding of Technology Operations (Infrastructure, Applications, Service Management) as well as the fundamentals of cloud, security and technology engineering
• Background in software development, programmatic concepts and release management principles a bonus