IT Service Delivery Manager

THE ROLE

We are actively looking for IT Service Delivery Manager to support applications for R&D, HR and Legal departments. The IT SDM will maintain 3rd party service level agreements, ensure service quality and service continuous improvement, and manage vendor relationships.

In addition to maintaining the operational performance of the applications, the ITSM will be expected to lead and deliver all small application enhancements as defined by the Wella IT Change Delivery Framework and support across all Wella business functions for short periods of time (IT SDM colleague annual leave etc).

The ideal candidate needs to be experienced in SAP and a problem solver and will work closely with our technical and business teams. You will act as an initial R&D, HR or legal Architecture/Delivery point of contact for incidents and enhancements, proactively engaging with any other necessary areas or individuals within IT for support.

KEY RESPONSIBILITIES

• Interface between IT and business operations teams for R&D, HR and Legal
• Focus on ensuring the business application service requirements and impacts are understood and that operational services delivered #meet the requirements of the business.
• Act as IT operational expert and point of contact for all incidents and service request escalation.
• Liaise with infrastructure teams, managed service providers, application vendors and IT Business Partners to define service roadmaps and ensure continuous service improvement.
• Make sure root cause analysis (RCA) is delivered for P1 Incidents and Problem records.
• Govern incidents (P1 – P4), problems and changes affecting R&D, HR and all Reporting domains.
• Manage L1 Triage Apps support – cooperate with Vendors and Wella Application Owners
• Project Management – Act as IT Delivery Lead for the Small Enhancement portfolio following the IT Change Delivery Framework.
• End to End responsibility to support and enhance Wella  solutions:
  • SAP RD and EPD  for R&D
  • other applications/solutions for R&D HR and Legal
• Cooperate with other IT functions, PMO and business teams.
• Performs requirements definition and systems analysis.
• Reviews SOWs and negotiates with vendors when required.
• Evaluate vendors and solutions.
• Ensures vendors develop and maintain appropriate documentation.
• Develops technical specifications and configuration guidelines.
• Assists in the development of requisite systems plans and technology architectures.
• Supports the relevant standards and methodologies.
• Design, configure, test, and implement enhancements in the solutions when required.
• Ensures systems configurations are performed within the manufacturer guidelines to ensure supportability of the product.
• Provide regular reporting on service operations, KPIs / SLAs
• Schedule and coordinate regular Service Governance Review sessions.
• Pro-actively communicate to operation stakeholders.
• Participate in project meetings and provide operations input based on current demands/requirements.
• Ensures the usage of IT Best Practices.
• Maintains state-of-the-art knowledge and skills in the assigned domain and researches and evaluates new-age systems solutions.

QUALIFICATIONS

The person must demonstrate skills in the following areas:

• Essential: +5 years of experience of managing 3rd party vendors in IT service delivery, contractual obligations, and service level agreements (SLAs), vendor performance and resolving relationship issues
• Essential: Strong experience of ITIL v4.0 IT Service Management framework.
• Essential: ITSM tools (ServiceNow) experience incl. service reporting requirement definition
• Essential: Ability to understand user needs, expectations and impacts of any changes.
• Essential: Planning and analytical skills.
• Desired: Project Management qualification (e.g. PRINCE 2 Foundation or PMP or Agile/Scrum) or willingness to take upon successfully completing your probationary period.
• Key Business Processes and Supporting Technologies within R&D, HR and Legal.
• Subject matter expertise in SAP.
• Experience with End-to-End lifecycle implementations (including business case, vendor selection, project scope, design, build, test, deploy, hyper care, BAU).
• Knowledge in Product Lifecycle Management processes
• Ability to lead and influence both functional / technical IT people.
• "Hands on" - ability to step in and execute critical work/ escalations if no one else can do so.
• Requirements Definition.
• Ability to generate results through 3rd party alliances.
• Ability to operate in a matrixed, global environment.
• Excellent organization and time management, vendor management, and project management skills.
• Background managing external IT vendors and suppliers.
• Commercial acumen in relation to vendor management and IT service contracts.
• Ideal: The ability to speak a second European language, including English

REQUIREMENTS

• Higher education (master’s degree) with an orientation in business-related fields
• Fluent in English.
• 5+ years professional experience in IT Applications Management. Experience of supporting implementing large complex projects/programs via IT in international environment.
• Have a good track record in a FMCG industry preferably in Personal Care Product Manufacturing.
• Strong communication and problem-solving skills, ability to defend the Core Model position, and ability to work with and influence stakeholders at all levels.
• Strong Leadership and team management.
• Ability to challenge, open minded and active listening.
• Ability to understand and synthesize business needs from multiple sources and identify arbitration needs.
• Have superior communication and interaction skills, including tact and diplomacy.
• Ability to collect data and report blocking points.
• Issue resolution and value realization oriented.

WHAT WE OFFER

At the heart of our company is a commitment to nurturing growth, health, and happiness. That’s why we offer:

• A flexible hybrid work model with the bonus of shorter Fridays all year long.
• A birthday gift of a day off—spend it with those who matter most! (extra days of:
• The freedom to work remotely from EU for up to 30 days annually.
• A day off for every full year with us (up to five extra days) to celebrate your dedication.
• A day off for health check
• Quarterly and annual recognition program that comes with financial rewards.
• Comprehensive Luxmed medical coverage.
• Life insurance to keep you and your loved ones protected.
• A lunch card to fuel your productivity.
• A Multisport card to keep you active and healthy.
• Support for your commute (public transport)
• Exciting product gifts four times a year and opportunities to sample new products.
• Funding for team bonding and integration activities.
• Access to Rosetta Stone for language learning.
• Bonuses for life’s special moments (like marriage or the birth of a child) and for long-term service.
• Generous referral bonuses when you recommend new talent.
• A modern workspace with collaborative areas and a calendar full of cool events and gatherings.
• Discounts on our products in the online shop.

WHO WE ARE

Together, WE enable individuals to look, feel, and be their true selves.

Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

For additional information about the Wella Company, please visit www.wellacompany.com and https://www.wellacompany.com/about-us.

EEO OPPORTUNITIES

We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. Wella Company with federal and state disability laws makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at: https://www.wellacompany.com/consumer-affairs

We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities, experiences and backgrounds creates an environment that produces extraordinary results.

English - Please click on this link to review the Notification of Equal Opportunity Rights poster

Español - Por favor, haga un clic en el enlace para revisar el poster de la Ley de los Derechos de Igualdad de Emple