**Location**: Open to the Americas Zone
For more than a century, L'Oréal has devoted its energy, innovation, and scientific excellence solely to one business: Beauty.
Our goal is to offer each and every person around the world the best of beauty in terms of quality, efficacy, safety, sincerity and responsibility to satisfy all beauty needs and desires in their infinite diversity.
**Responsibilities**:
- Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved
- Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary
- Act as an escalation point and take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
- 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
- Supervise external vendors that manages support / maintenance including Major Incidents
- Demonstrated ability to manage support operations and strong ability to influence others
- Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs




- Lead and manage external AMS teams
- Collaborate with cross-functional teams
- Advocate for the RUN team
**Licenses and Certifications preferred**:
- ITIL V4 certified
**Skills**:
- Proficiency in leading both physical and virtual teams
- Innovator with quick absorption of new technologies; strong understanding of technology solutions
- Strong interpersonal skills with ability to work as a member of cross functional teams
- Experience in dealing with third-party provided services
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Good Knowledge of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organizational skills
- Ability to manage and prioritize tasks efficiently
- Solid resource planning and problem-solving skills
- Excellent analytical, organization, analysis, and problem - solving skills
- Experience working with onsite and offshore AMS providers
**Functional/Technical Skills**:
- Skilled in using Service Now
- Hands-on experience in SAP Supply Chain and/or Finance modules
**Soft Skills**:
- A curious learner who takes initiative and things outside the box
- An entrepreneur who identifies new opportunities
- A self-starter with an interest in solving business challenges
- A collaborator willing to work in a multi-country, transparent environment
- An excellent AMS providers manager
- An expert in follow up strategies
- Excellent verbal and written communication skills
- Ideally multi-lingual
Why L'Oréal?
Join a company that puts innovation at the heart of its business, offers diverse career paths, and champions sustainability and ethical practices.
You will have the opportunity to work on exciting projects that directly impact millions of consumers globally, leveraging cutting-edge technologies in a collaborative and supportive environment.
Position based in Brazil

📌 It Service Delivery Analyst - Sch & Finance (Southub) (México)
🏢 L'Oréal
📍 México