IT Service Management Specialist

JOB PURPOSE
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..

Because here, we don’t just hire for jobs. We invite you to be part of something bigger.

KEY RESPONSIBILITIES
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.

REQUIRED QUALIFICATIONS

PREFERRED QUALIFICATIONS

• ITIL Service Management Qualification
• Cisco CCNA

At Unilever, inclusion is at the heart of everything we do. We welcome applicants from all walks of life and are committed to creating an environment where everyone can thrive/succeed. All applicants will receive fair and respectful consideration, and we actively support the growth and development of every employee.

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.