Job Summary:
At Sephora, we stand together, and we stand for something more. Every day we reimagine beauty, discover new brands, and influence positive change. Technology plays a big role in that. As the Asia Technology Operations Senior Manager, you will play a critical role in the operations and management of the company’s technology landscape from end users, infrastructure, and applications within Asia Pacific region, including countries in APAC and Greater China.
You will lead a team composed of both internal service managers and partner vendors in delivering a world class support service, balancing operational excellence, cost-effectiveness and secure and innovative adoption of technologies to minimize disruption to the company and drive business value.
Core Responsibilities:
• END TO END OWNERSHIP OF OPERATIONS ACROSS ENTIRE TECH LANSCAPE
- Ensure consistent and transparent operational process all Tech applications. Continue onboarding all remaining applications/services to ServiceNow as the main platform for service management.
- Ensure KPI’s and quality metrics are tracked and met.
• SEAMLESS RELEASE TO PRODUCTION/CHANGE MANAGEMENT PROCESS - Ensure a robust Change Management/Release to Production governance (testing, support readiness, user communication/change management, etc.) process. Make sure that when Tech releases lands seamlessly with end users, with minimal disruption to business operations.
• MINIMAL CRITICAL DOWNTIME & END USER DISRUPTION
- Deploy proactive monitoring across applications and infrastructure. Automate recovery when possible. Minimize disruption to the business due to Tech issues by fully utilizing observability and automation tools and applying new GenAi capabilities when it makes sense.
- Define and govern problem management process, strengthen the capability in trend analysis and working on root cause elimination for the most critical applications.
• SECURE TECH OPERATIONS - Ensure operational processes to comply with increasing cybersecurity standards and govern the remediation of those that fall outside control policies.
• COST EFFECTIVE OPERATIONS - Optimize existing contracts with our managed services partners. Drive joint business planning with technology vendors to realize mutual value realization.
Qualifications:
• Minimum 10 years of experience managing Service Management operations in a large enterprise with thousands of users, across multiple application domains, across different countries.
• Have in depth knowledge of running technology operations with standard processes like ITIL and DevOps. ITIL/DevOps certification is a plus.
• Hands on experience in deploying and managing service management tools like ServiceNow, Jira, observability tools like Dynatrace, New Relic and related automation tools.
• Direct experience in managing large scale vendor relationships, contracts, and SLA’s.
• Experience in managing service desk operations and business application management operations.
• Mandarin is a plus as this role with work closely with counter parts from China.
At Sephora, you'll enjoy:
• The people: You will be surrounded by some of the most talented, supportive, and kind leaders and teams – people you can be proud to work with.
• The learning: We invest heavily in training for our leaders and store associates. Not just product knowledge but building a personalized career plan with you so you continue to evolve and build your skills.
• The culture: As a leading beauty retailer, backed by the LVMH luxury brand, our reach is broad, and our impact is global. Yet there’s always room to explore. It’s in our DNA to innovate and, at Sephora, all 40,000 passionate team members are united by a common goal - to reimagine the future of beauty. You can unleash your creativity because we’ve got disruptive spirit. You can learn and evolve because we empower you to be your best. You can be yourself because you are what sets us apart. This is the future of beauty. Reimagine your future, at Sephora.