Service Delivery Manager

hace 3 semanas

Monterrey, México Viseo A tiempo completo

**Your missions**

As a **Service Delivery manager**, you are a **privileged business partne**r. In this sense, you oversee the following:

- **
- Participate/drive analysis stage, define/develop projects, and resource planning.
- Follow-up/drive evolutions managed by central, engage hands-on actions/workarounds to ensure agility and reduce delivery timing.
- Hands-on support and definition of systems and solutions to meet the corporate and regional strategy concerning the digital domain.
- Hands-on support and maintenance of e-Commerce platforms with an emphasis on managing communications with Information Services central and regional teams.
- Develop solid and close relationships with cross-functional Brand teams to form a cohesive and dynamic project team for the execution of critical projects.
- ** Ensures that Information Services delivers the right level of servic**e and identify within Information Services the people who may bring the correct answer to the brand’s digital needs.
- Ensure close working partnership and proximity between Information Services central and regional teams.

**Project Management**
- **
Manages/drives Digital project portfolio and initiatives.**:

- Knowledgeable in core Project/Program management and Agile methodologies.
- Ensure that customer needs, concerns, or complaints are understood and addressed following the organizational policy.
- ** Drive business managers to define their needs.** Draw up general functional specifications and drive/participate in the choice of a solution (software, development, etc.) in collaboration with Project Managers or BPM.
- Facilitate (hands-on) and manage integration activities of Digital, e-Commerce, and CRM platforms with any external or internal systems (ERP, WMS, external partners). Definition and execution of testing campaigns (integration testing and UATs) in close partnership with Information Services central and regional teams.
- ** Strong Business / System analysis hands-on skills**: ability to formalize, analyze business requirements, assess their IT impacts, and engage in hands-on solutions.

**Service Management**

Monitors client satisfaction with the digital services proposed by Information Services.

**Support & Management**
- Day-to-day follow-up of all digital-based systems and solutions, including but not limited to orders and their end-to-end processing, etc.
- Communication with business operational teams, front and back-office IT teams, and suppliers (payment, fraud,) to investigate potential problems
- Qualification and follow-up of digital issues and their corrections both regionally and centrally
- Ensure all digital regulatory compliance and audit regulations are met and alleviated.

**Management**
- **
Strong ability to manage Customer Relationships and drive digital for America’s region**:

- This includes establishing and strengthening positive business relationships between the Brand and Information Services: service and results orientation, professionalism, and integrity.
- Ability to identify critical stakeholders/experience in managing relationships.
- ** Ability to manage and mentor direct reports and project team members.**

**Business Environment**
- Ability to understand a Brand strategy, challenges, and objectives, **including** **good knowledge of the luxury and/or cosmetics industry**: markets, challenges, and digital positioning.
- Ability to develop a strong knowledge of the brand strategy and organization and position with digital-based innovation.
- Ability to understand and challenge digital business needs.

**Technical Expertise**
- **
Ability to quickly understand our IS&T landscape**, architecture, and strategy.
- In-depth, hands-on knowledge of various technical e-Commerce and web marketing solutions (Analytics, SEO, SEM, Affiliation, Retargeting.
- ** Prior experience managing an SFCC platform migration or launch**:

- ** Working knowledge of SFCC/SFRA**:

- Working knowledge of SFMC SFSC is a plus

**Communication and Collaboration**
- **
Ability to communicate with people at all levels of the organization.**:

- Capacity to adapt the level of communication and synthesis according to the audience.
- Knowledge of the IS&T state of the art in the Cosmetics and luxury industries.

**Analysis and Decision Making**
- **
Strong analytical skills**, including the ability to identify problems, recognize and validate critical information, make connections between data, possible causes of issues, and potential hands-on innovation to address; ability to investigate relevant data based on business priorities and to weigh relevance and accuracy of information.
- ** Strong ability to anticipate, including identifying opportunities in the digital domain**; ability to identify risks and investigate/engage in hands-on solutions to mitigate them; ensure current and future awareness of technologies and trends in the digital space.

**Your profile**

**This position is hybrid in Monterrey (Mexico).**

**E

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