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Service Delivery Manager - IT Infrastructure Offline & Online



IT, Other Engineering
Clichy, France
Posted on Tuesday, May 14, 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 in consolidated sales, L'Oréal is the global industry leader.

Today, L’Oréal includes more than 2,000 tech positions and is constantly growing. 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.

What a day in the life of the Infrastructure O+O team looks like:

Become the primary interface in IT Europe for the Infrastructure O+O (Online + Offline) domain. Maintain strong relationships with key stakeholders, including business leaders, IT teams, and external vendors, and ensure effective communication and collaboration.

Your Offline mission will be articulated around the following:

  • Understand of L’Oréal retail business context.
  • Co-ordinating countries stakeholders across Europe to develop and implement strategies for improving service delivery and customer satisfaction in the Retail.
  • You will publish and maintain the infrastructure service catalog for Retail. As such, you’ll also identify new services to be created/harmonized.
  • You’ll define and manage the support services and supervise their functioning (KPIs, SLAs, performance) in collaboration with technical domains SDMs and their MSPs (Network, Identity, Cloud, Digital Workplace, Endpoints, Helpdesk).
  • Work to standardize and optimize service delivery processes and procedures.

Your Online mission will cover:

  • You will be considered the Europe Infrastructure partner of key IT Business domain O+O for their service activities.
  • You will coordinate the different experts to provide technical management and support for various applications for the O+O perimeter.
  • You will be the escalation contact on the O+O domain for Infrastructure services.
  • Ensure all service management processes are efficient, effective, and continually improving, following ITIL guidelines.
  • Monitor and analyze service performance and security, identify areas for improvement, and develop action plans to address gaps or issues.
  • Communicate with executives regarding performance, challenges, and improvements.
  • Stay up-to-date with industry best practices and emerging technologies to continuously enhance service delivery capabilities.


Join our fresh new team and be part of an exciting journey. The team is composed today of 4 people based in the UK and France and aims to grow.

Mission of the team members

  • Manage the Retail application liaising with the business team.
  • Define/harmonize Infrastructure services for the Retail and Digital team.
  • Coordinate and onboard O+O infrastructure assets according to L’Oréal Infrastructure Operating Model.

Adjectives And Values To Describe The Team

  • Dynamic
  • Cooperative
  • Improvement driven


First and foremost, we love people who 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.
  • 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.
  • Ability to work in a fast-paced, dynamic environment and handle multiple priorities.
  • Strong problem-solving and decision-making abilities.
  • Good technical knowledge of IT Infrastructure.
  • Strong knowledge of ITIL best practices and service management principles.
  • Knowledge of Azure environment and endpoint technologies.
  • Previous experience on IT services within an operations/Retail business is a plus.
  • Excellent spoken and written English skills.


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 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.
  5. Delivers an Equal Opportunity Employer and takes 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.