Senior Manager, IT Ops & Service Management, AI/ML (San Francisco, CA, US, 50302863) - Sephora

Job ID: 245584
Location Name: CA-FSC SF Off (0174)
Address: 350 Mission St, 20th Floor, San Francisco, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Information Technology
Remote Eligible:Hybrid Schedule

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:

Our technology team works fast and smart. With San Francisco as our home, we take bringing new tech to market seriously, developing the latest in mobile technologies, scalable architecture, and the coolest in-store client experience. We love what we do and we have fun doing it. The Technology group is comprised of motivated self-starters and true team players who are integral to Sephora's growth and future success.

As our Senior Manager, IT Operations & Service Management AI/ML, reporting to Sephora’s Senior Director, Infrastructure Engineering this role provides senior leadership to drive strategic vision for Sephora end user technology support and service management. 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 designing, managing, and continuously improving IT Operational Support and Service Management teams, policies, and process to ensure the stability of our enterprise technologies while also delivering exceptional service to our clients. S/he will have relevant management experience within a large, complex managed technology services organization and be responsible for all aspects of Service Management partnering with stakeholders and direct reports.

Your responsibilities include:

• Identify, define, and continuously improve new and existing policies, standards, and framework for IT Operations, Support, and Service Management governance. Implement and maintain a process structure aligned to global standards that meets business needs while balancing compliance with risk and cost
• Own continual improvement and ongoing process maturity through regular reviews of the business needs, process, tools, trend analysis, metrics reporting, and regular engagement with stakeholders for all aspects of IT Service Management & Technical Support Services
• Work with business stakeholders and technology partners to analyze current state and design / prioritize updates and improvements for: 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 IT Services Engineering team to prioritize and plan improvements to our tools while balancing technical enhancements, tech debt management, automation opportunities, and new feature development
• Design and build a robust Problem Management practice, ensuring each major incident is analyzed and corrective and preventative activities are identified and followed through while also doing the same for recurrent non-major incidents
• Define and implement a strategy to drive the adoption and continuously improve compliance with all service management policies, standards, and framework
• Escalation point for Operational and Service Management issues  
• Develop KPIs, metrics, and reporting to communicate status of customer issues, overall systems health, stability, compliance, service levels etc for internal stakeholders and executives
• Supervisory duties for IT Operations & Service Management Team Leaders (ITSM, Knowledge Management, Support/Help Desk Services). Includes Technical Leadership/guidance, assigning and reviewing work regularly, setting and adjusting priorities, and evaluating work performance.

We would love to hear from you if you have…

• 10+ years of hands-on experience in a Technology role / organization combined with strong management and communication skills
• 5+ years as a people leader in a Manager (or above) role in IT Operations and Service Management
• 5+ years directly managing teams responsible for and / or managed services for Service Desk for a Retail organization or equivalent
• 5+ years designing, managing, and / or continuously core IT Service Management processes (Incident, Problem, Change)
• Experience using ServiceNow or Atlassian platforms to manage ITSM / Knowledge with strong operational experience
• Demonstrated ability to implement mature ITSM practices in a fast-growing organization
• Demonstrated ability to develop strong alliances with those outside of your immediate organization
• Excellent communication and interpersonal skills including the ability to work effectively with technical and non-technical staff
• Flexibility in work schedule, off-hours for project implementation, major incidents, and on call rotational support (24x7)
• Demonstrated experience in implementing AI and automation solutions in an IT Service Management environment.
• Proven track record of using AI to automate IT service desk functions, including ticket routing, incident resolution, and knowledge management.
• Proven ability to leverage machine learning algorithms to predict and prevent IT incidents.
• Strong understanding of ITIL processes and how they can be enhanced through AI and automation.

The annual base salary range for this position is $192,000.00 - $202,000.00 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. This job will be posted for a minimum of 5 days.

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.