Deputy Service Delivery Manager-IT APAC

到岗时间：1个月之内 婚况要求：不限婚况 职责描述： Monitor and control service delivery (60) Drive with service provider regular service review meetings covering performance service improvements quality and processes Monitor levels of service achieved ensure detailed metrics and records are kept and analyzed Provide performance data in a timely and accurate manner using appropriate tools Take corrective actions to achieve SLAs and mitigate risks along with 3rd party partners Manage escalation for end-user complaints and drive action plan until complete Take ownership of major incidents ensuring coordination of resolving parties effective communication to stakeholders and post incident review Lead change management including process governance CAB quality control. Support SDM to pilot interactions with other LOreal support services (Infrastructure other applications) Support SDM to provide accurate reporting and regular service review to management Drive continuous improvement (40) Support SDM to manage continuous improvement projectsaction plans Oversee continuous improvement process with provider and ensure LOreal teams involvement Lead daily actions of continuous improvement Provide reporting and service improvement review to SDM Support SDM to organize customer feedbacks gathering analyze customer feedbacks and evaluate customer satisfaction. 任职要求： Must have High level of business orientation Proactive and process mind set Solid IT process knowledge with very good ITIL understanding Practical knowledge and experience on IT process development and service roll outs Strong experience in supplier collaboration with off-shoring model Demonstrated ability to communicate effectively with different stakeholders (both written and oral) Strong Change Management skills Excellent problem solving team collaboration skills Proven 3 years working experience as an IT service delivery manager or coordinator In this context are required : Knowledge of IT Service Management (ITIL EXPERT certification will be appreciated) Proven track record in ITIS Project Management (PMI Prince 2 certification will appreciated) including coordination of various teams and service providers Fluency in English Will be a plus Experience on SAP Financial Accounting Controlling Experience on SAP Development (ABAP)