We are seeking an accomplished and dedicated leader to join our team as a IT Plaform Excellence Pillar Team Leader, O+O, Americas Zone 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 Team Leader, 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.
**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 integral 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 mana

📌 IT Plaform Excellence Pillar Team Leader, O+o, Americas Zone (Estado de México)
🏢 L'Oréal
📍 Estado de México