This position is at L'Oréal España

The selection process will be entirely managed by L'Oréal España.

--

IT SERVICES MANAGER (SPAIN & PORTUGAL) We are excited to announce a job opportunity for the position of IT Service Delivery Manager within our IT team. We are looking for a talented, structured, and motivated professional to join our team to drive operational excellence, acting as a key enabling partner and service owner for Spain & Portugal. OBJECTIVE Oversee several key functions within the L’Oréal IT department that enable the delivery of a high-quality service to end users, ensuring Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. KEY RESPONSIBILITIES Supplier & Partner Governance

- Supplier Management: Lead the performance, quality, budget, service status, and continuous optimizations of our main external IT suppliers.
- Governance & Reporting: Drive robust supplier governance through structured periodic follow-up meetings. Deliver regular, accurate management reporting on outsourcer performance (quality, contract fulfillment, and cost vs. budget baselines).

Help Desk & User Experience Transformation

- KPI Management: Take complete ownership of the local client environment to improve main user experience KPIs.
- Continuous Improvement: Identify and champion digital transformation opportunities within the help desk service.



Engage and sustain continuous improvement processes covering the issue backlog, service catalog, and IT inventory.
- Compliance: Ensure local hardware, software, and desktop security comply strictly with Group guidelines.

Service Support & ITIL Process Ownership

- Process Owner: Act as the local champion for infraestructure Incident, Request, Change, and Escalation processes. Maintain a direct relationship with Group counterparts to ensure high process performance, accurate reporting, and the deployment of targeted service improvement activities.
- Major Incident Management: Take full ownership of the local escalation process and manage major incidents linked to the department. Ensure seamless coordination among resolving parties, maintain timely communications with business stakeholders, and drive thorough post-incident reviews.
- Transversal Alignment: Lead and participate in transversal incident management reviews alongside other domain managers, when impacting other domains.

IT Infrastructure, Platforms & Security Control

- SLA & Platform Health: Ensure local IT infrastructure (including LAN/WAN networks and systems) and its corresponding services are up, running,



and meeting predefined SLA targets.
- Crisis & Security Management: Implement, control, and follow strict local Crisis Management protocols. Maintain continuous control over all local cybersecurity and infrastructure KPIs.
- Project Deployment: Direct the roll-out of local and group-driven infrastructure projects, promoting Global and Zone policies to your local team.
- Monitoring: Ensure the good monitoring is performed to proactively act on posible incidents, or updates tpo be performed by zone or integral teams.

Employee Experience & Tool Adoption

- IT Ambassador: Act as a local ambassador for IT Employee Experience initiatives, communicating effectively across business teams to enable the fast adoption of new technical solutions.
- Upskilling: Ensure that end-user training services are in place to facilitate the smooth adoption of our catalog of IT tools.
- Corporate: As parto f the employee experience, ensure all applications linked to corporate services are following IT group standards.

If you are a service-oriented IT professional who wants to drive the quality and adoption of IT services across Spain & Portugal, we encourage you to apply. _ IT SERVICES MANAGER (ESPAÑA Y PORTUGAL) Nos entusiasma anunciar una oportunidad de empleo para la posición de IT Service Delivery Manager dentro de nuestro equipo de TI. Buscamos un profesional talentoso, estructurado y motivado para unirse a nuestro equipo para impulsar la excelencia operativa,

📌 IT Services Manager Spain (Madrid)
🏢 L'Oréal España
📍 Madrid