Job ID: 223221
Location Name: CA-FSC SF Off (0174)
Address: 525 Market St, 4th Floor, San Francisco, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Information Technology
Remote Eligible:

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:

Your Role at Sephora:

As our Director, ITSM & Client Services, reporting to Sephora’s VP IT Operations & Security, this role provides senior leadership to drive strategic vision for Sephora end user technologies. 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 managing and knowledge of network design, configuration, operations, and administration with strong leadership skills. S/he will have relevant management experience within a large, complex managed technology services organization.

Your responsibilities include:

• 
  Responsible for all aspects of Service Management either partnering with other stakeholders and direct reports
• Define and implement a strategy to drive the adoption of service management and operational best practices
• Own continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders
• Work with business stakeholders and technology partners to define 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 ITSM dev team to prioritize, plan and execute work while balancing technical enhancements, tech debt management, and new feature development
• Build robust problem Management practice, ensuring each major incident is analyzed and corrective and preventative activities are identified and followed through
• Recommend around policies, standards, and framework for ITSM governance, and implement and maintain a process governance structure aligned to global standards
• Own ITSM governance for all teams companywide
• Design and implement policies and processes used to establish strong foundational practices while meeting business needs and balancing compliance with risk and cost
• You will supervise and manage an IT desktop support team in a fast-paced environment, oversee the day-to-day work activities of the team, including timelines, expected customer experience, and prioritizing and allocating workflow
• Manages the Desktop team include planning, hiring, and budgeting as appropriate
• Drive performance and quality for continuous improvement and is the escalation point for issues and client relationship management
• Communicates status of customer issues and overall health internally as necessary, within Support, to other departments and to executives
• Position reports to VP

We would love to hear from you if…

• High energy, a drive for results and big picture thinking that will inspire a team of A players
• Experience in the development and implementation of ServiceNow ITSM solution with strong operational experience
• Demonstrated ability to implement mature ITSM practices in a fast-growing organization
• Technical understanding of Infrastructure and application components with a good understanding of cybersecurity
• Experience in managing large global technical teams
• Demonstrated ability to develop strong alliances with those outside of your immediate organization
• 10+ years of hands-on technical experience combined with strong management and communication skills
• B.A. or B.S. in Computer Science or similar field, related work experience

#LI-KC1

The target annual base salary range for this position is $186,000.00 - $207,500.00 The actual base salary offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job. Individuals employed in this position may also be eligible to earn bonuses. Sephora offers a generous benefits package to full-time employees, which includes comprehensive health, dental and vision plans; a superior 401(k) plan, various paid time off programs; employee discount/perks; life insurance; disability insurance; flexible spending accounts; and an employee referral bonus program.

While at Sephora, you’ll enjoy…

• 
  The people. You will be surrounded by some of the most talented leaders and teams – people you can be proud to work with.
• The learning. We invest in training and developing our teams, and you will continue evolving and building your skills through personalized career plans.
• The culture. As a leading beauty retailer within the LVMH family, our reach is broad, and our impact is global. It is in our DNA to innovate and, at Sephora, all 40,000 passionate team members across 35 markets and 3,000+ stores, 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.

Sephora is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Sephora is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Sephora will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

As a condition of employment, Sephora requires all newly hired employees to be fully vaccinated against COVID-19 by their start date unless they have requested and received an exemption due to a qualifying medical condition, a sincerely held religious belief or practice, or a requirement by law.