IT Service Delivery Manager (Ops&Fin)

Location: Open to the Americas Zone

Position based in Brazil, Rio de Janeiro

Responsibilities

Ability to support IT applications from a technical standpoint

Manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence for Supply Chain & Finance applications in South Hub

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

Collaborate with application and infrastructure teams on issue resolution

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 supporting IT applications

Hands‑on experience in SAP Supply Chain and/or Finance modules

Soft Skills

A curious learner who takes initiative and thinks 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.

We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and 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.

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