ABOUT UNILEVER:
Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas and disrupt processes; use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best. Every day, nine out of ten Indian households use our products to feel good, look good and get more out of life – giving us a unique opportunity to build a brighter future.
Every individual here can bring their purpose to life through their work. Join us and you’ll be surrounded by inspiring leaders and supportive peers. Among them, you’ll channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we’ll work to help you become a better you.
Business Context
To drive business innovation, Unilever has moved to a platform-based focus with clear Technology Leadership, this will allow Unilever to:
- Drive simplification
- Increase scalability and reuse
- Increase internal knowledge and expertise
- Lower total cost of ownership
- Speed innovation time to delivery
- Allow Unilever to do more with less.
The Service Information team is responsible for providing high quality service information for operational and strategic decision making, via processes, procedures, tools, governance framework & BAU activities. Service Information is critical for IT to run effectively, supporting run operations, security operations and response, financial charging, tax, audit, and many other functions across UniOps.
Main purpose of job:
(A concise statement setting out the main purpose and objectives of the job)
The Service Information team are looking for a Service Information Assistant Manager to work in Bangalore, India. We are looking for an individual with experience (particularly within ITIL processes) with process analysis and optimisation who is proactive and analytical. Strong business awareness and an understanding of the broader context in which IT delivery has an impact on overall business performance is also a must.
The successful candidate will support the Service Information Lifecyle Manager to ensure that our process quality keeps in sync with the expectations of the organisation and our stockholders. The role is focussed on 4 key pillars:
- Process Definition
- Process Analysis
- Process Adoption
- Process Control
Key accountabilities :
- Works with the Process Owners to document and improve the Service Information processes.
- Enforces the application of the Service Information process & governance policy.
- Facilitates conversations and maintains focus on the end-to-end flows, role definitions and handoffs to other processes.
- Ensures processes are complete, compliant, and documented clearly.
- Defines key performance indicators and ensures data is being captured to measure processes.
- Reviews formal process documentation such as Standard Operating Procedures (SOPs), Standard Work Instructions (SWIs), Templates & Forms as well as training content.
- Works with teams across IT to analyze processes and recommend improvements.
- Developing a Continuous Service Improvement process to improve the performance and accuracy of the service information.
- Undertake detailed analysis to identify trends, providing solutions where appropriate to Management
- Facilitates planning and supports execution of process improvements.
- Ensures related technology changes are integrated into process improvement plans.
- Ensures appropriate organizational change management activities are conducted, including communications and training.
- Collate information and investigate process issues, work through them until resolution.
- Pro-actively monitor key data quality metrics to identify discrepancies/exceptions and unapproved actions, investigating any exceptions and discrepancies in the data and rectify as appropriate.
- Supports Service Information activities/engagement across the business.
- Create and run reports from the CMDB and supporting data platforms.
- Develop and generate standard and custom reports by querying a variety of technical tools and dashboards.
In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them to carry out all tasks in accordance with company standards and procedures.
Experience/Skills/Qualifications:
- Familiarity with the ITIL v3 & v4 framework and best practices, including its implementation and socialization in an organization. (Essential)
- Formal qualification in ITIL v3 & v4, particularly covering configuration management and service catalogue management. (Desirable)
- Experience of managing a CMDB. (Essential)
- Experience of working in IT service-based organization (e.g., service delivery). (Essential)
- Strong understand of how service information is important to a business. (Essential)
- Overall knowledge of wide areas of IT practice and applications. (Essential)
- Understanding and experience of working with teams in a diverse and globally distributed environment. (Essential)
- Experience of influencing stakeholders above you work level (e.g., leadership tea). (Essential)
- Strong presentation and communication skills. (Essential)
- Excellent written and oral communication skills. (Essential)
- Attention to detail, disciplined, meticulous. (Essential)
- Effective organizational and planning skills. (Essential)
- Analytical skills and strong problem-solving abilities. (Essential)
- Ability to coordinate work and issue resolution across multiple functions in a global work environment. (Essential)
- Understanding of process re-engineering and continuous improvement. (Essential)
- Strong skills in process and data analytics, estimation, and operational metrics. (Essential)
- Advanced PC skills in MS Office & Sharepoint. (Essential)
Key interfaces
Internal
- Operational Excellence and Controls Director and teams (inc. Config, Apptio, Service Catalogue, Process Excellence)
- Unilever Platform directors and their teams
- Unilever Directors and their teams across IT
- Unilever Enterprise Architecture Director and their teams
Other Unilever IT & ETS teams
- Global Master data
External
- 3rd Party Vendors/Suppliers (e.g., HCL, Cognizant, BMC).
- Industry Community of Practices