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This role exists to maintain the day-to-day operational management of a global suit of services within a grouping of market clusters in 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 Operational and Engagement Manager in the development of a continuous Service programme of improvement that will both modernize and improve operational and engagement management across the Unilever business. You’ll be part of a team that believes in doing work that matters — for people and the planet.
Job Responsibility:
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
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
Requirements:
Bachelor’s Degreed Completed
Proven experience in service management and service delivery, including managing external suppliers and support partners
Experience leading regional, cross‑functional teams
Demonstrated ability to deliver significant improvements in end‑user experience, with a focus on standardized or commodity‑based services
Strong passion for user experience and continuous improvement
Solid knowledge of Service Management practices
Good understanding of project and operational management, including technical, quality, safety, and financial aspects
Excellent interpersonal and communication skills at all organizational levels
Ability to make and take ownership of decisions related to technical and service delivery topics
Sound technical understanding of services provided by external suppliers
Comfortable working with diverse stakeholders and globally distributed teams