Job Description

JOB TITLE: Service Information Process & Strategy Manager LOCATION: UniOps Bangalore 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. ABOUT UNIOPS: Unilever Operations (UniOps) is the global technology and operations engine of Unilever offering business services, technology, and enterprise solutions. UniOps serves over 190 locations and through a network of specialized service lines and partners delivers insights and innovations, user experiences and end-to-end seamless delivery making Unilever Purpose Led and Future Fit. Main Purpose of the role: Responsible for the design and governance of service information processes, as part of the Service Experience Office (SEO). Designs, implements, and continuously improves ITSM processes to ensure that the best possible service information is provided to UniOps and the business. Supports the SEO LT in designing and rolling out the strategic and operational objectives. Key Responsibilities: Own an end-to-end service information review process to manage the service lifecycle and service journey, from conception to delivery. Establish and maintain capability to track the service cost per user and usage across the organization. Maintain a roadmap of Service Information requirements from UniOps and the business and implement a best practice solution for storing the information and providing the information to relevant parties. Ensure alignment across IT and UniOps for Service Information - agree and enforce master data sources to prevent multiple conflicting data sources. Deliver the process and governance for a OneTech configuration management process, including Shadow IT. Developing and implementing ITSM policies, procedures, and best practices (outside in view) to ensure successful delivery of IT services. Facilitate cross-functional collaboration and communication to ensure the successful implementation & execution of ITSM processes. Lead ITSM process improvement initiatives and acting as a change agent to drive organizational change. Deliver a KPI and reporting process that allows the IT LT to drive compliance with Service Information processes. Support key programs (such as SPARTA), ensuring they have the best data available to support key strategic and operational decisions. Advise SEO LT on ITSM strategy and aligning ITSM with the overall organizational strategy. Drive high impact projects and initiatives with suitable help from IT Service Management Process Owners. Lead the design, implementation, and continuous improvement of ITSM processes. Collaborate with cross-functional teams to identify process improvement opportunities and develop plans to address them. Analyze ITSM process performance metrics and provide recommendations for improvement. Provide training and support to stakeholders on ITSM processes and tools. Qualifications Holds relevant ITIL v4 qualifications and can demonstrate expert knowledge in ITIL v4. Must have experience managing a configuration management process in a complex business, with cloud focus. Strong functional IT knowledge, preferably in a global FMCG company, with focus on ITSM. Knowledge of Azure and GCP technologies. Strong technical knowledge of Azure-based reporting technologies, and PowerBI reporting. A history of managing global virtual teams and communicating with, and managing, senior stakeholders (director/VP/CIO). An understanding of TBM and financial management processes in an IT environment is preferable. Experience of working with, and in, large transformation programs is preferable. At HUL, we believe that every individual irrespective of their race, colour, religion, gender, sexual orientation, gender identity or expression, age, nationality, caste, disability or marital status can bring their purpose to life. So apply to us, to unleash your curiosity, challenge ideas and disrupt processes use your energy to make the world a better place. As you work to make a real impact on the business and the world, we\'ll work to help you become a better you!

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