L'Oreal USA, Digital & Web Site IT Service Delivery Manager
L'Oreal USA

Job Info

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L'OREAL USA

10 Hudson Yards, NYC

IT Service Delivery Manager - Website Factory

Brief Job Description :

L'Oreal Group has aggressively embraced the digital era, and has advanced many leading consumer-facing digital solutions across its business units. As we prepare for the next phase of our aggressive plans, we seek a motivated Service Delivery Manager to support Website Factory Program for the Americas Zone. The individual will be responsible for operations and support of multiple Brand content websites across divisions in the US, Canada and Latin America, ensuring SLA compliance, regular reporting and process improvements in collaboration with the Global team.

Responsibilities

• Serve as main support contact within Website Factory Zone IT team
• Daily review of JIRA incident and enhancement queue; work with the support vendor on prioritizing tickets and ensure necessary information is provided as well as timeline and quality delivery
• In partnership with Technical Architect identify Implementation risks as early as possible, communicate them to the involved parties and facilitate their mitigation
• Ensure timely communication and alerts to the IT and Business stakeholders
• Manage Website Factory vendors, as well as the internal teams, on support and project delivery including requirement analysis, system design, coding, QA, deployment and maintenance according to Program standard process, SLA, KPI and best practices
• Coordinate integration with 3 rd party vendors
• Track, report on, and actively manage/triage critical incidents (such as site outage), including working with Development and Infrastructure teams on resolution
• Stay informed on new digital solution trends and contribute to IT digital strategy and governance development
• Share best practices and contribute to process framework to the global Website Factory initiative. Collaborate with other Zones.

Core Competencies/Professional Requirements

• 3-5+ years of experience managing operations and support for multiple websites/digital properties
• Strong IT vendor management, both onshore and offshore, expertise is a must
• Ability to interact effectively with internal Business teams, at different levels of the organization, while understanding cultural differences
• Strong organizational, time management, communication, process orientation and problem-solving skills with multiple clients/vendors/projects
• Ability to successfully function in a fast-paced, deadline-driven environment is a must
• Strong problem solving skills, ability to propose and execute out-of-the-box solutions
• Experience in analysis and documentation of technical requirements to ensure they adhere to the L'Oreal Governance and Architecture standards
• Technology assessment and evaluation skills
• Experience in retail industry is preferred
• Business analysis skills
• Bachelor's degree required
• People management experience a plus

Technical/Professional Requirements

• Sitecore or any other CMS platform
• Systems integration - WebService, Batch, EDI, sFTP
• Understanding of HTML, CSS, JavaScript
• Exposure to CRM integration and affiliate marketing tools
• Familiarity with Atlassian tools such as BitBucket, JIRA and Confluence
• General understanding of source control systems
• Cross-Browser testing/functionality, understanding of best QA practices (manual and automated)
• Exposure to mobile, omni-channel technology tools and principles around responsive design, hybrid applications, mobile applications
• Microsoft Office applications -- Office Suite (Project, PowerPoint, Excel, Word, Visio)

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status. If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected] . Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered. #DDIR

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