Alex Johnson
IT Europe Commercial, Services and Retail Service Delivery Manager @L'Oréal
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WORK HISTORY
IT Europe Commercial, Services and Retail Service Delivery Manager @L'Oréal
Paris, FR
A senior Service Delivery Manager role leading teams which ensure the seamless operation of critical IT systems for the Commercial, and the Services and Retail domains (\'Omnisales\') across 43 European countries. These core teams, led by their own dedicated Service Delivery Managers, are resourced by a combination of internal employees and external technology services and vendor teams in France and India. These teams are responsible for the day-to-day run operation: resolving incidents at all levels, conducting root cause analyses, and implementing preventative measures to avoid future disruptions. In addition, I oversee a Technical Lead function, leveraging technical excellence to swiftly coordinate people and processes for effective incident resolution. Our systems support thousands of head office and field staff, as well as Beauty Advisors, processing billions of euros in revenue annually and enabling essential CRM and planning tools.This role is not just about ensuring the stability of these systems, but also requires coaching my teams to work towards ever-improving and more efficient processes, bringing together technical teams in the wider IT organisation for transversal issue resolution, and building and nurturing strong relationships with business stakeholders to fully understand business needs and translate them into IT solutions. Whilst evaluating SLAs, SLOs and so on are an essential part of my role, for me the ultimate focus is not on internal KPIs but on outcomes that realise true value for the business.
EDUCATION
Prifysgol Aberystwyth University
BScEcon (Hons), International Politics and Strategic Studies
SKILLS
ABOUT ALEX JOHNSON
I\'m an experienced senior manager in IT, now accountable for the European day-to-day IT Run Operation for the Commercial, Services and Retail domains, which collectively generate hundreds of millions of Euros of revenue every year. Previously, I\'ve overseen multi-million pound technology programmes and led teams of project managers in top-tier UK and International organisations. I\'ve delivered transformational solutions across Sales & Marketing, Finance, and Supply Chain with particularly deep knowledge of tech solutions for the Retail space.I have an extensive background in Project, Change Management and IT Operations to guide delivery of innovative and profitable solutions, simplify business process, reduce costs, and/or drive improved customer service. This is supported by considerable Retail management experience, instore, in the field and in head office. My knowledge of working both Business- and IT-side means I am extremely comfortable engaging stakeholders at C-level, understanding the business case and framing needs into requirements, and then effectively communicating these to technical teams. Through driving collaborative partnership between all stakeholders, coaching for performance, and with an eye always on change management, my teams have a track record of highly-successful implementation and management of innovative solutions that demonstrably deliver excellent business outcomes.
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