Unilever Looking for Service Manager – Document Capability Solution Architect at Bengaluru, Karnataka Full Time

Job Title: Service Manager – Document Capability Solution Architect

Location: Bangalore

Main purpose of job:
Collaboration Services is part of Unilever Business Operations which underpins Unilever business functions by providing the technology that supports Unilever’s hybrid ways of working. The Adobe Sign Platform is part of the Collaboration Services Platform and is responsible for the technology that supports the move from traditional printed documents to electronic documents and digital workflow management. This is a huge contributor to Unilever’s Savings and Sustainability Goals. It is linked to many of Unilever’s key projects in Supply Chain, Customer Development, Finance and HR.

The role of the Solution Architect is to be responsible for the Management and completion of the Use Case Pipeline for process automation and to be the Subject Matter Expert on how the Adobe Platform can connect to other unilever Tools through Power Automate and through APIs.

This will involve engagement with the Technology Services Teams, Privacy, Security, Vendor Management Teams and the Enterprise Architects to ensure that what is being planned and executed is secure, fit for purpose and aligned with the wider Unilever Technology Strategy.

They will be responsible for pipeline/project funnel planning and execution working directly with the Adobe Project Team and for the distribution of Use Cases withing the Document Capability Team. They will contribute to the Annual IT Roadmap for Document Capability/Collaboration Services and will be responsible for planning and driving the completion and delivery of the Roadmap.

Key accountabilities:
Ensures alignment to Unilever guidelines for service design, service operations, security and support.

Manages the Project Pipeline and Use Case Delivery Funnel

Manages continuous improvement, service demand & portfolio management.

Is a subject matter expert on connecting to the Adobe Sign Platform with a thorough understanding of API protocols for building and integrating software

Upholds UL Security and Data Privacy guidelines regarding the transfer and retention of Data

Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained.

Promotes the adoption of Service Management practices.

Proactively initiates improvements to processes by changing & modernizing approaches and working practices.

Helps to coordinate third party service providers and other internal teams in the resolution of operational issues in line with business need and SLA adherence.

Ensure where appropriate Acceptance Criteria are met prior to services transitioning into the live production environment.

Acts as the high-level point of contact for services related matters, ensuring that all communications between Suppliers and Unilever take place effectively, efficiently and in a timely manner. Is the final point of escalation for most significant issues or problems raised by the Supplier, users or own staff, and arbitrates in situations where the team members feel unable to deal with the issue themselves without more senior management support or advice.

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 leading service management/ delivery and working with external support relationships.

Experience leading cross functional & global/regional teams

Proven experience of delivering a step change in user experience

Experience of leading a service transformation.

Passionate about providing an excellent user experience.

Is familiar with all aspects of Service Management, Project Management and has a passion for improving the user experience.

Shows a thorough understanding of API protocols for building and integrating software

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, sound and far reaching 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 lead a global team.

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Key interfaces

External

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

Industry experts

Internal

Workplace Organization

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

Other Unilever IT functions