- Company Name
- Shiseido
- Job Title
- EMEA Digital IT Operations Manager H/F CDI
- Job Description
-
Job title: EMEA Digital IT Operations Manager
Role Summary: Manage the day‑to‑day operation and incident resolution across Shiseido’s digital IT ecosystem in EMEA, focusing on e‑commerce sites and supporting systems such as customer service, ESB, OMS, and PSP. Drive continuous improvement, performance monitoring, and stakeholder communication while coordinating the full lifecycle of technical and functional enhancements for MyBoutique.
Expactations: Accountable for maintaining system reliability and service quality, ensuring incidents are resolved within SLA, delivering clear communication to business and IT stakeholders, and proactively identifying and implementing process improvements. Lead the development roadmap, manage vendor relationships, and ensure all documentation supports knowledge transfer and compliance.
Key Responsibilities:
- Monitor KPIs and SLAs for key systems (website, customer service, ESB, OMS, PSP).
- Coordinate incident management, root‑cause analysis, and resolution across multiple systems.
- Communicate incident status and updates to business and IT stakeholders.
- Perform cross‑system coordination to resolve issues affecting multiple services.
- Maintain up‑to‑date incident, solution, and preventive action documentation.
- Identify improvement opportunities and implement best‑practice solutions.
- Engage external vendors and third‑party service providers for timely issue resolution.
- Drive the roadmap for e‑commerce enhancements (MyBoutique), including requirement analysis, specification writing, development coordination, testing, KPI monitoring, post‑go‑live improvement, and documentation.
Required Skills:
- Strong technical understanding of digital IT and e‑commerce environments (web sites, customer service platforms, ESB, OMS, PSP).
- Proven incident and issue management capabilities with KPI/SLA tracking.
- Ability to analyse complex problems, identify root causes, and propose preventive measures.
- Excellent stakeholder communication and coordination skills.
- Project management knowledge for managing development lifecycle and roadmaps.
- Documentation proficiency (user stories, technical docs, training materials).
- Vendor management and third‑party coordination.
- Continuous improvement mindset and experience applying best practices.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Relevant certifications such as ITIL Foundation, PMP, or equivalent are preferred.