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Unilever Logo Unilever · IT - Administration

Technology Governance & Service Manager for Hr Systems

Brazil, São Paulo · Job Posted July 03, 2026
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Job Description

This role exists to own and strengthen HR Technology Service Management governance and platform management, ensuring reliable, scalable and well-governed HR tech services across Unilever. The focus of the role is on Service Management core capabilities, including incident, problem, change, release, demand and vendor management — and on providing strong governance, transparency and operational control across HR technology platforms. You will act as a central point of orchestration between HR, IT, vendors and business stakeholders, ensuring services are delivered in line with agreed SLAs, priorities, controls and service standards, while continuously improving service quality, stability and user experience.

Job Responsibility

  • Own and drive HR Technology Service Management governance, ensuring clear operating models, roles, decision forums, escalation paths and controls
  • Establish and maintain service standards, SLAs, KPIs and performance reporting across HR technology services
  • Lead service review cadences with internal teams and external vendors, ensuring transparency on performance, risks, issues and improvement actions
  • Ensure effective incident, problem, change and service request management, with appropriate prioritization, escalation and root cause resolution
  • Act as platform/service owner mindset for HR technology services, ensuring stability, resilience, compliance and scalability
  • Coordinate demand, releases, changes and enhancements, balancing BAU service stability with continuous improvement
  • Manage dependencies across platforms, integrations and upstream/downstream services
  • Ensure clear handovers between project delivery and BAU service operations
  • Serve as the primary interface between HR, IT, vendors and global teams for service related topics
  • Challenge and shape vendor delivery to ensure value realization, contractual compliance and service quality
  • Enable stakeholders to understand service constraints, trade-offs, risks and priorities through clear insights and data
  • Use service data and operational insights to identify systemic issues, automation opportunities and process improvements
  • Drive consistency, standardization and simplification across HR technology services
  • Promote a user-centric service mindset, aligned to business criticality and employee experience

Requirements

  • Bachelor's degree completed
  • Fluent in English and Portuguese, both written and spoken
  • Strong experience in Workday Technology Service Management, including governance, SLAs, incident/problem/change management, and service operations
  • Experience working across HR, IT and external vendors, operating in complex, multi-stakeholder environments
  • Solid understanding of platform-based service models and BAU operations for enterprise systems

Nice to have

  • Experience managing HR technology platforms and services
  • Familiarity with ITIL or similar Service Management frameworks
  • Experience transitioning solutions from project mode into stable BAU service delivery
  • Knowledge of large, global HR operating models and shared service environments
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