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Service Delivery Manager - Client Services (IT Infrastructure, Europe)



IT, Other Engineering, Customer Service
Levallois-Perret, France
Posted on Tuesday, April 9, 2024

Unleash Your Potential at L'Oréal's Beauty Tech!

For more than a century, L’Oréal has devoted itself solely to one business: Beauty. Present in 150 countries across five continents and with €42 billion consolidated sales, L'Oréal is the global industry leader. With 37 global beauty brands across four divisions, L’Oréal offers beauty for each covering all beauty categories and catering to all beauty desires. With the acquisition of the Australian brand Aēsop in 2023, the Group continues to expand its portfolio through targeted acquisitions as part of its drive to create the future of beauty.

Today, L’Oréal includes more than 2,000 tech positions and is constantly growing. Beauty Tech is changing the game and leading the shift towards new consumer realities and a digital disruption. Championing Beauty Tech, we invent the beauty of the future while becoming the company of the future.

Beauty Tech is how we know our consumers intimately, augmenting their beauty journeys with unparalleled diverse and sustainable experiences. Beauty Tech equips the Group with the key assets it needs to conquer this new world, where Tech has become strategic. With this ambition, L’Oréal continues to recruit diverse, innovative, skilled and passionate minds in different tech domains such as Data, Digital, Cloud, Cyber Security, IT Architecture, DevOps, Applications and Infrastructure.


Are you a highly skilled and experienced Service Delivery Manager? Do you have a passion for delivering exceptional service and ensuring the smooth functioning of business-critical support functions?

If so, we have an exciting opportunity for you to join our team at L'Oréal as a Service Delivery Manager within the IT Infrastructure Team at the Europe Zone.

Our focus? Deliver the best possible end-user experience in a secure and reliable manner.

What a day in the life of the team looks like:

As a Client Services Service Delivery Manager for our Corporate / Research & Innovation Functions across Europe, you will play a crucial role in ensuring the smooth and efficient delivery of IT services within our organization.

Reporting to the European Service Delivery Manager, you will be responsible for driving continuous improvement in service delivery, working closely with IT Service Desk Managers across Europe, and collaborating with global colleagues to enhance support and deliver a world-class support model across the business.

Key responsibilities include:

  • Co-ordinating IT Service Delivery Managers across Europe to develop and implement strategies for improving service delivery and customer satisfaction.
  • Ensure all service management processes are efficient, effective, and continually improving, following ITIL guidelines.
  • Maintain high end-user satisfaction and operational excellence.
  • Managing multiple vendors, including contract negotiation, performance evaluation, and relationship management.
  • Implement European and Global projects to improve Service Delivery throughout the business.
  • Oversee third-party contracts.
  • Monitor and provide improvement plans for all end-user feedback.
  • Communicate with executives regarding performance, challenges, and improvements.
  • Monitor and analyze service performance metrics, identify areas for improvement, and develop action plans to address any gaps or issues.
  • Work to standardize and optimize service delivery processes and procedures.
  • Develop and maintain strong relationships with key stakeholders, including business leaders, IT teams, and external vendors, to ensure effective communication and collaboration.
  • Drive the implementation of service improvement initiatives, such as automation, self-service options, and knowledge management systems.
  • Conduct regular service reviews with internal teams and external vendors to ensure adherence to service level agreements (SLAs) and identify opportunities for improvement.
  • Stay up-to-date with industry best practices and emerging technologies to continuously enhance service delivery capabilities.
  • Provide regular reports and updates to the European Service Delivery Manager on service performance, key metrics, and improvement initiatives.


First and foremost, we love people that are curious, collaborative, eager to have an impact, proactive and who value innovation, autonomy, and team spirit.

Secondly, in this specific position, it will be important for you to have:

  • 5 to 10 years of experience as a Service Delivery Manager, preferably in a multinational organization
  • Proven experience of managing large budgets and multiple contracts.
  • Strong knowledge of ITIL best practices and service management principles.
  • Excellent leadership and communication skills, with the ability to effectively interact with stakeholders at all levels.
  • Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
  • Strong collaboration and stakeholder management skills.
  • Familiarity with ServiceNow or similar service management tools.
  • Knowledge of endpoint technologies and their integration with service desk operations.
  • Experience in managing infrastructure changes and problem management.
  • Excellent spoken and written English skills.
  • Fluency in French is desirable.
  • Ability to work in a fast-paced, dynamic environment and handle multiple priorities.
  • Strong problem-solving and decision-making abilities.


Joining L'Oréal means joining a company that:

  1. Invests in Tech and positions its Tech teams at the heart of its digital transformation strategy.
  2. Allows its employees to have a real impact, to test their ideas, to innovate and to build our future.
  3. Offers a Hybrid Work Policy: 3 Days in Office, 2 Days Work from Home
  4. Provides many benefits: VIP staff shop offering our products at a preferential rate, a company restaurant & gym, 60% reimbursement of transportation subscription, a work council offering lots of employee discounts (social & cultural activities, holiday vouchers etc.) and much more!
  5. Provides a powerful and innovative HR policy: dynamic mobility policy, significant investment in employee training, regular re-evaluation of remuneration, numerous innovative HR measures: Time Savings Account, paternity leave, Citizen Day, etc.
  6. Delivers an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and we do not discriminate in recruitment, hiring, training, promotion, or other employment practices. The beauty we find in our differences gives us the freedom to go beyond. That’s the beauty of L’Oréal.


  1. Interview with HR
  2. Interview with the hiring manager
  3. Interview with the business leader

We will be delighted to exchange with you!

Want to learn more about L’Oréal Beauty Tech? Click here.