As a regional best in class Omni-retail luxury company, Sephora is seeking a highly skilled and experienced D-commerce IT Operations Manager to oversee the technical aspects of our D-commerce operations, the role will operate at the intersection of E-Commerce & IT. We are operating in 6 countries with SFCC platform, along with OrderDynamics as and OMS and ContentFul as a headless CMS, within a very rich and various tech ecosystem with a mix of both approaches: best-of-breed and best-of suit. The successful candidate will be responsible for ensuring the smooth functioning of our D-Commerce platforms, managing IT infrastructure, and leading a team of IT professionals to ensure business continuity, maintain optimal performance, security, reliability, and systems metrology.
KEY ACCOUNTABILITIES:
D-commerce Platform Management:
Oversee the day-to-day operations of our D-commerce platforms, including website & app performances, high availability, scalability, and business continuity.
Collaborate with cross-functional teams to support implementation of technical new features, enhancements, and integrations in alignment with business objectives.
Take over the existing monitoring and implement new monitoring features to track and trace website & app traffic, trends, and build performance metrics to identify areas of improvement.
IT Infrastructure Management:
Manage and maintain all IT infrastructure components related to the D-commerce platform, and oversee the design, implementation, and maintenance of robust IT infrastructure supporting digital commerce activities including servers, databases, networks, cloud services, storage solutions and security systems.
Implement and enforce best practices for system configuration, data management, and disaster recovery.
Manage the scalability and the performances to handle peak loads during sales events and maintain optimal performance to provide a seamless customer experience.
Set up, monitor, and adapt cyber security rules and configurations, this includes:
Vulnerability management
To ensure appropriate security posture on AKAMAI for different modules
WAF - Web Bot Manager
SDK-App
Anti DDOS
CDN
Account protector
Page Integrity
Data protection, privacy, and Compliance:
Data Protection: Implement and monitor robust security measures to protect customer data, financial transactions, and sensitive information.
Compliance: Ensure compliance with relevant regulations and standards such as GDPR, PCI-DSS, and industry-specific requirements.
Team Leadership and Development:
Lead a team of IT professional stakeholders responsible for supporting the D-commerce platform.
Provide coaching, mentoring, and professional development opportunities to colleagues and team members.
Foster a culture of collaboration, innovation, and continuous improvement within the IT operations team.
Proactively adapt, structure, and streamline the teamwork.
Vendor Management:
Manage relationships with third-party vendors and service providers, including hosting providers, software vendors, and security vendors and colleagues from Sephora EU and LVMH.
Review and negotiate contracts, validate service level agreements, and pricing terms to ensure value for the organization.
Monitor vendor performance and address any issues or concerns in a timely manner.
Define SLR/SLO/SLA and monitor the QoS with the stakeholders.
Incident Management and Troubleshooting:
Develop and implement incident response procedures to address technical issues, outages, and security breaches.
Coordinate with internal teams and external partners to resolve incidents and minimize downtime.
Conduct RCA and post-incident reviews to identify root causes and implement preventive measures.
Proactively adjust and implement alerting and monitoring.
Trace and track incidents/program backlogs, priorities and include them in the PI.
Continuous Improvement:
Process Optimization: Identify areas for process improvement within IT operations and implement measures to streamline workflows and enhance productivity.
Performance Metrics: Define and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of IT operations.
SKILLS, QUALITIFCATIONS AND PERSONAL ATTRIBUTES
You should have a blend of technical skills, managerial experience, and specific personality traits to effectively oversee the IT infrastructure supporting digital commerce operations. Your personality & Knowledge should match with the below qualities:
Adaptability: A flexible and adaptable mindset to navigate evolving technologies, market dynamics, and business requirements in the digital commerce landscape.
Collaborative: A team-oriented approach with excellent communication and interpersonal skills to collaborate effectively with colleagues across different departments and levels of the organization.
Analytical Thinking: Strong analytical skills with a detail-oriented mindset to analyse complex problems, evaluate options, and make well-informed decisions that drive business outcomes.
Resilience: The ability to remain calm and composed under pressure, resiliently overcoming challenges and setbacks to maintain high levels of performance and service reliability.
Customer-Centric: A customer-centric mindset focused on delivering exceptional user experiences, driving customer satisfaction, and building long-term relationships with digital commerce stakeholders.
Continuous Learner: A passion for learning and staying updated on emerging technologies, industry trends, and best practices in digital commerce and IT operations.
Have around 10 years’ experience, ideally in an Omni-Retail company.
Be fluent in English. Arabic & French are plus.
Have minimum a bachelor’s degree or equivalent with a significant tech background.
E-commerce Platforms.
IT Infrastructure, on-prem and cloud (IAAS, PAAS, SAAS, DAAS, BAAS.
Software Development.
Cyber-Security.
Payment Gateways.
Supply Chain Management.
User Experience (UX) and User Interface (UI) Design.
Analytics and Data Management.
Regulatory Compliance.
Team and stakeholders Management.
Most importantly, candidate needs to live and breathe Sephora Culture.
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