Senior Manager, IT Ops & Service Management, AI/ML

Job ID: 245584
Location Name: FSC REMOTE SF/NY/DC -173(USA_0173)
Address: FSC, Remote, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Information Technology
Remote Eligible:Remote

 

Company Overview:

At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves.  We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the Extra Ordinary in each of us.  We are united by a common goal - to reimagine the future of beauty.

 

The Opportunity:

Our technology team works fast and smart. With San Francisco as our home, we take bringing new tech to market seriously, developing the latest in mobile technologies, scalable architecture, and the coolest in-store client experience. We love what we do and we have fun doing it. The Technology group is comprised of motivated self-starters and true team players who are integral to Sephora's growth and future success.

 

As our Senior Manager, IT Operations & Service Management AI/ML, reporting to Sephora’s Senior Director, Infrastructure Engineering this role provides senior leadership to drive strategic vision for Sephora end user technology support and service management. Develop and execute new initiatives through staff to enable all Sephora employees to do their best work every day. Work collaboratively to define and execute business priorities with other functional and technology areas of Sephora and senior leaders in various global markets. The ideal candidate should be a highly qualified executive with substantial experience designing, managing, and continuously improving IT Operational Support and Service Management teams, policies, and process to ensure the stability of our enterprise technologies while also delivering exceptional service to our clients. S/he will have relevant management experience within a large, complex managed technology services organization and be responsible for all aspects of Service Management partnering with stakeholders and direct reports.

 

Your responsibilities include:

• Identify, define, and continuously improve new and existing policies, standards, and framework for IT Operations, Support, and Service Management governance. Implement and maintain a process structure aligned to global standards that meets business needs while balancing compliance with risk and cost
• Own continual improvement and ongoing process maturity through regular reviews of the business needs, process, tools, trend analysis, metrics reporting, and regular engagement with stakeholders for all aspects of IT Service Management & Technical Support Services
• Work with business stakeholders and technology partners to analyze current state and design / prioritize updates and improvements for: Service Management (Service Catalog, Request management, SLAs, Governance, Reporting, Case Management, Knowledge Management, Incident (SLA/SLOs, Major Incident support), Problem (RCAs, Knowledge management), Asset, Change Management (CMDB, Service dependencies, IT comms), etc
• Work with product owners, stakeholders, and the IT Services Engineering team to prioritize and plan improvements to our tools while balancing technical enhancements, tech debt management, automation opportunities, and new feature development
• Design and build a robust Problem Management practice, ensuring each major incident is analyzed and corrective and preventative activities are identified and followed through while also doing the same for recurrent non-major incidents
• Define and implement a strategy to drive the adoption and continuously improve compliance with all service management policies, standards, and framework
• Escalation point for Operational and Service Management issues  
• Develop KPIs, metrics, and reporting to communicate status of customer issues, overall systems health, stability, compliance, service levels etc for internal stakeholders and executives
• Supervisory duties for IT Operations & Service Management Team Leaders (ITSM, Knowledge Management, Support/Help Desk Services). Includes Technical Leadership/guidance, assigning and reviewing work regularly, setting and adjusting priorities, and evaluating work performance.

 

We would love to hear from you if you have…

• 10+ years of hands-on experience in a Technology role / organization combined with strong management and communication skills
• 5+ years as a people leader in a Manager (or above) role in IT Operations and Service Management
• 5+ years directly managing teams responsible for and / or managed services for Service Desk for a Retail organization or equivalent