Job Detail

Location: L’Oréal Switzerland - Geneva

L’Oréal has devoted itself to beauty for over 100 years. With its unique international portfolio of 36 diverse and complementary brands, the Group generated sales amounting to 26.9 billion euros in 2018 and employs 86 000 people worldwide. As the world’s leading Beauty Company, L’Oréal is present across all distribution networks: mass market, department stores, pharmacies and drugstores, hair salons, travel retail, branded retail and e-commerce. Research and innovation, and a dedicated research team, are at the core of L’Oréal’s strategy, working to meet beauty aspirations all over the world. L’Oréal’s sustainability commitment for 2020 “Sharing Beauty With All” sets out ambitious sustainable development objectives across the Group’s value chain.

In Switzerland, we employ approximately 400 people at our head office in Geneva and in the field. Collaboration, transparency, agility and lab spirit characterize our local working environment. As a team of talented experts, our mission is to energize the Swiss cosmetics market by creating an innovative experience for our consumers, thus becoming a reference in Europe.

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