Service Delivery Manager – Manufacturing Operations

?We are looking for a Service Delivery Manager – Manufacturing Operations to join L'Oréal's Americas IT team and lead the delivery and operational performance of manufacturing applications across the region.

This role is responsible for ensuring the reliability, effectiveness, and continuous operation of critical Manufacturing, QEHS, and Factory Logistics applications across L'Oréal's plant network. The position will coordinate central IT, plant-level teams, business stakeholders, and external AMS partners to ensure high-quality service delivery and minimize operational disruption.

?? Role Purpose

Manage end-to-end RUN service delivery for Manufacturing Operations applications across L'Oréal's plants in the Americas.

The role will oversee applications supporting manufacturing execution, shop-floor operations, in-plant material movement, logistics, warehousing, and QEHS processes. The position will ensure service performance against agreed KPIs and SLAs, lead critical incident escalations, coordinate external support partners, and maintain strong collaboration between central IT, plant IT/OT teams, and business stakeholders.

?? Key Responsibilities

- Manage the RUN service for Manufacturing domain applications, including MES/APRISO, WMS, and QEHS systems, ensuring operational excellence across L'Oréal plants.
- Own end-to-end service delivery for Manufacturing & Internal Flows, including production execution, shop-floor systems, and in-plant material movement.
- Oversee Factory Logistics Execution & External Flows, including inbound/outbound logistics, warehousing, subcontracting, and external flows to and from plants.
- Ensure QEHS-related systems and processes are supported with the same rigor as production-critical applications, considering regulatory and safety requirements.
- Coordinate with support partners to ensure timely resolution of incidents and tickets while minimizing production downtime and logistics disruption.
- Act as the escalation point for critical incidents impacting plant operations, QEHS compliance, or logistics execution.
- Coordinate incident resolution across plant IT, OT (Operational Technology), central IT, business stakeholders, and external support teams.




- Ensure service operations support 24/7 manufacturing environments and multi-shift plant operations where applicable.
- Monitor and drive service delivery performance against plant-specific KPIs, including uptime, incident resolution time, and production impact.
- Provide regular service performance reporting to plant leadership and central Manufacturing IT leadership.
- Ensure standardized Change Management processes are aligned with plant maintenance windows and production schedules.
- Lead knowledge transition from Manufacturing IT projects and enhancements into RUN teams, including new MES rollouts and plant digitalization initiatives.
- Drive proactive Problem Management to identify and address recurring manufacturing system issues, equipment-system interfaces, batch record failures, and logistics interface errors.
- Establish effective Knowledge Management practices and ensure system documentation is accessible to distributed plant IT/OT teams.
- Establish governance and regularly review SLAs and KPIs with partners supporting Manufacturing, QEHS, and Logistics applications.
- Supervise external partners and AMS teams supporting manufacturing applications and Major Incidents impacting production.
- Build strong relationships with Plant Managers, QEHS leads, Logistics leads, and BRMs to proactively identify operational issues and opportunities.
- Lead cross-functional collaboration between central IT, plant-level teams, and external AMS/vendor teams.

????? Requirements
- Bachelor's degree in Computer Science, Information Systems, Engineering, Manufacturing, or a related field.
- Experience leading physical and virtual teams across distributed, multi-plant, and multi-time-zone environments.
- Strong experience in IT Service Management and service delivery within large-scale operational environments.
- Strong understanding of the manufacturing operations technology landscape, including MES, WMS, and QEHS platforms.
- Experience working in manufacturing, plant operations,



or other large-scale multi-site environments.
- Experience managing third-party providers, AMS teams, or managed services supporting business-critical applications.
- Strong experience in escalation and incident management, particularly for production-impacting incidents.
- Understanding of manufacturing processes across the broader value chain, including production, warehouses, packaging, weighing, quality, subcontracting, and logistics.
- Ability to operate effectively in highly regulated environments with QEHS compliance and safety implications.
- Strong stakeholder management and interpersonal skills, with the ability to work effectively with plant operations stakeholders and business leaders.
- Strong customer-facing skills and ability to communicate effectively with both technical and non-technical stakeholders.
- Strong people management and leadership capabilities across a general plant network.
- Good knowledge of ITIL principles.
- Strong English-speaking skills | Spanish preferred.
- Experience using ServiceNow and Power BI dashboards.

? Preferred Qualifications
- ITIL V4 Foundation certification.
- Basic to medium expertise in APRISO (MES).
- Experience with MES, WMS, or QEHS platforms in manufacturing environments.
- Experience supporting manufacturing-critical applications in multi-site or global environments.
- Experience managing AMS providers and external technology partners.
- Experience with 24/7 or multi-shift manufacturing operations.
- Experience in Major Incident Management and production-impacting escalations.
- Experience with manufacturing digitalization initiatives or MES implementations.
- Experience working with Plant IT and/or OT teams.

?? Why Join
- Join one of the world's most recognized companies in beauty and innovation.
- Lead the service delivery of critical manufacturing technology across L'Oréal's Americas plant network.
- Work at the intersection of IT, manufacturing operations, logistics, and digital transformation.
- Gain regional and global exposure across a distributed manufacturing environment.
- Collaborate with Plant Managers, Manufacturing IT, QEHS, Logistics, IT/OT teams, and global technology partners.
- Drive operational excellence and technology reliability across critical manufacturing processes.

📌 Service delivery manager (manufacturing applications) (Ciudad de México)
🏢 Empresa Confidencial
📍 Ciudad de México