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Standard job title:Assistant Manager – Service Quality

Business area: UniOps

Reports to:Regional Service Manager

Function:Technology Services

Sub Function:Communication Services

Main purpose of job:

The role is accountable for the day-to-day operational management of global communication services within a grouping of countriesin line with established service levels and user expectations, whether provided by a third party or in house. A key part of the role is to support the Global and Regional Service Managers in the development of a continuous programme of improvement that will both modernize and improve operational management across communication services.

Key accountabilities:

• Takes accountability for elements of service operations, continuous improvement, service demand & portfolio management of service related demand, the user experience, service KPI and service reporting taking into account a need to make the delivery of telecommunication services a more agile, ‘consumer like’ and commodity product.
• Defines and is accountable for elements of the delivery of policy, process, roadmaps, KPI, governance, tooling and other frameworks in order to ensure delivery of the role’s global accountabilities as set out above. Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained.
• Promotes the adoption of increasingly proactive, ‘consumer like’ and ‘social media based’ Service Management practices. Proactively initiate improvements to processes by changing & modernizing approaches and working practices, typically using recognised models keeping in mind inputs from audit, risk management, the user experience, platform requirements and best practices from across industry and the consumer world.
• Influences the setting of 3+ year targets, service strategy and develops/implements plans to meet targets.
• At a country level, fully accountable for third party service providers and other internal teams in the resolution of operational issues in line with business need and SLA adherence.
• At a country level, fully accountable for ensuring relevant operational KPI are met.
• Ensure where appropriate, Service Acceptance Criteria are met prior to services transitioning into the live production environment.
• Acts as an escalation point of contact for services related matters, ensuring that all communications between Suppliers and Unilever take place effectively, efficiently and in a timely manner.
• Foster close relationships across Infrastructure Services, Geography & Platform Teams to ensure tight integration and harmonious ways of working as part of the wider operating model.

Experience and qualifications required:

Experience

• Has previous experience at Unilever or similar organisation of working in service management/ delivery and working with external support relationships.
• Experience working in cross functional & global/ regional teams
• Proven experience of delivering change in user experience with particular focus on developing consumer like or commodity service offerings.
• Passionate about providing an excellent user experience.
• Is familiar with all aspects of Service Management and has a passion for improving the user experience.
• Shows a good understanding of applicable project management and/or operational management standards and procedures including technical, quality, safety and financial matters across all areas of Service delivery.
• Displays excellent inter-personal skills at all levels of contact and in a wide variety of situations.
• Demonstrates the ability to make, and take responsibility for operational decisions on major technical and service delivery issues.
• Is at ease and effective in dealing with professionals and managers in other disciplines.
• Has the necessary experience and cultural awareness to work within a geographically dispersed and global team.

• Has previous exposure of ITIL best practices and certified to foundation level.

Key interfaces:

External

• External vendors (including but not limited to directors, architects and operational staff)
• Industry experts

Internal

• Unilever Procurement director and their team
• Unilever GeoIT directors and their teams
• Unilever Platform directors and their teams
• Unilever Directors and their teams across infrastructure services
• Unilever Finance Business Partner
• Unilever Enterprise Architecture director and their teams