IT Services Manager, Genève

En tant que leader mondial et pionnier de la « Beauty-Tech », nous recherchons des talents passionnés désireux de contribuer activement à notre réussite. Dans un monde en constante évolution, nous identifions les dernières tendances, agissons en nous appuyant sur les données et développons des innovations qui allient beauté et technologie.

Plus de 86 000 collaborateurs répartis sur plus de 150 marchés s’engagent chaque jour à concrétiser notre vision d’une industrie de la beauté durable et tournée vers l’avenir.

Chez L’Oréal, nous cultivons une culture d’apprentissage, de développement personnel et d’esprit d’entreprise. Nous offrons à nos collaborateurs de nombreuses opportunités d’élargir leurs compétences, d’assumer des responsabilités, de façonner activement leur carrière et, ainsi, d’avoir un impact positif. Forts de notre longue histoire d’innovation et de notre engagement en faveur du développement durable, nous établissons les normes en matière d’entrepreneuriat responsable.

Your Mission

As IT Service Manager, you are a cornerstone of the IT Services delivered locally and the first representative of the IT for the End-users. You will lead, manage and develop all activities related to the End-users support, IT Solution support, Employee Experience and Governance.

END USERS SUPPORT (HELP DESK & ON-SITE SUPPORT)

• Define a Support services offer relevant with the local Business needs
• Manage the IT support for office-staff, VIP, field and retail forces; in coordination with the internal and external providers in charge of IT support.
• Manage specific support for key Business events
• Monitor service level, KPI, global user satisfaction and manage continuous improvement

IT SOLUTION SUPPORT

• Manage projects and run activities related to the Office IT solutions
• Deploy and support assets: Workstation, mobile devices, tablet…
• Deploy, upgrade core software: OS, antivirus…
• Deploy digital workplace: email, One Drive, Office365, Skype for Business…
• Manage projects and run activities related to specific IT Business solutions (sales, retail, warehouse)
• Manage local coordination for the POS openings infrastructure activities (network, devices)
• Deploy and support assets: Tils, payment terminal, sales PC, picker/shopper…
• Deploy, upgrade specific Business software client: VIP, MARS…

EMPLOYEE EXPERIENCE

• Manage local Employee experience initiatives (IT Days, survey…)
• Manage end users operational communication (incident, changes…)
• Manage Business stakeholders relationship for IT services needs
• Define, promote and enforce best IT operations practices

GOVERNANCE

• Manage locally the strategy defined at Group/Zone level
• Manage the coordination with Zone infrastructure teams
• Manage local contract related to the IT Service activities
• Manage local contractor team and/or external service provider

Your Profile

• We are looking for an IT Services Manager with strong relevant experience.
• The candidate will quickly demonstrate independence on his/her topics.

Technical Skills:

• Strong skills in Microsoft Windows platforms
• Strong skills in Microsoft office solutions (office, office 365…)
• Good skills in Mobility solutions (apple, android) and device management solution (AirWatch MDM)
• A good working-knowledge of Microsoft’s Active Directory and Exchange principles
• Strong skills in an ITSM platform for Incident / Asset Management and Service Requests
• Familiarity with the ServiceNow ITSM application advantageous
• A good working-knowledge of Network principles

Professional Skills:

• Comprehensive Business understanding
• Excellent customer service skills, being able to empathize with clients is a must!
• Excellent communication skills, both written and verbal. You will be liaising and coordinating with our external and internal partners and will have a strong customer focus.
• Strong contract management skills
• Good project management methodology skills
• Be able to demonstrate you are a team player, as well as being able to work on your own initiative.
• Passionate and possess a willingness to learn

Qualifications:

• Bachelor / Master degree in Computer Science or equivalent
• Fluent in English, German and French