Unilever Looking for IT Operations Manager – Order to Delivery – Global at Bengaluru, Karnataka Full Time

Job Title: IT Operations Manager – Order to Delivery – Global

Location: Bangalore

ABOUT UNILEVER:
Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas and disrupt processes; use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best. Every day, nine out of ten Indian households use our products to feel good, look good and get more out of life – giving us a unique opportunity to build a brighter future.

Every individual here can bring their purpose to life through their work. Join us and you’ll be surrounded by inspiring leaders and supportive peers. Among them, you’ll channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we’ll work to help you become a better you.

Background

iOps puts customers at the heart of our business operations so we win with customers in the marketplace.

We are removing complexity, integrating our processes, and delivering the data, insights, and technology we need to create a great customer experience, while the world moves into the digital era. Simplifying operational tasks frees our time and resources to unlock growth for Unilever and more value for our customers and our partners.

The acceleration of iOps has bought forward the opportunity for this exciting role, and we are looking for #gamechangers, if you have a growth mind-set, are a fast learner, comfortable working with change & ambiguity and are customer focused this could be the opportunity for you!

Main purpose of job:
The delivery of IT agenda for Integrated operations is dependent on multiple IT platforms and Global Order 2 Cash is one of those. The platform delivers strategic and global IT solutions for end to end Order to Cash cycle aligned to the iOps ways of working. Some of these solutions are Pega, High Radius & S4 HANA AATP. Aligned to the iOps roadmap, we are delivering these solutions across markets globally and the scale of our operations plus user base is expanding with each business go live. To ensure that we are able to scale in a sustainable manner without causing any disruption to iOps roadmap, stability of technology platforms and IT operations needs to be considered as a key priority for the platform.

Most of the practices / processes needed to ensure the above are either initiated fresh and some might be yet to be initiated. All the O2C technologies being in nascent stage, its also important to understand the purpose of each and every IT practice needed as part of the portfolio. Deliver stable IT platform and AM operations to support the iOps global delivery by scaling up the platform operations with the help of fit to purpose and cost-effective IT practices is the main purpose of this job.

Key accountabilities:
Platform Management

• The technology solutions delivered as part of O2C application suite is a mix of on premise and cloud-based applications.
• The various IT practices like Change & Release Management, IT Security & Access Management, Performance, Data Volume Management etc. needed to deliver a stable and future ready IT platform, to be established and governed
• Supplier management to ensure that team is equipped with the right set of resources required to run the platform
• Budget management for various IT practices and innovations within Platform management like automated testing, DevOps practices etc. to make the operations more robust
• Output of this practice should be a resilient and future ready platform for onboarding new applications and markets

Application Maintenance

Establish and govern, Fit to Purpose AM practices to ensure the following:

• AM team is adequately sized to resolve the existing incident base and can cater to the upcoming volumes of incidents with onboarding of new markets
• SLA compliance in line with the service criticality of the applications in scope of the platform
• Cross platform governance to ensure that the issues with integrated applications like ECC, ACTPM, Mulesoft, Dell Boomi etc. are not making the O2C applications unusable
• Governance forums with the business units, O2C hubs to ensure user satisfaction of the application functionality and experience
• Establish a “Technology with Purpose” model to ensure that the business users are delivered with at least the acceptable value perceived from the technology investment and at the same time ensure complete service performance compliance as per Unilever standards
• Supplier Management to ensure that the platform is equipped with the right supplier base required to support our applications in the longer term. Derive the short- and long-term supplier strategies in line with Unilever supplier policies
• Budget Management to ensure adequate funding is available to support the procurement of various IT components like subscription, recurring licenses, and support services, required to run our applications.
• Budget management would also include demand forecasting, working with finance business partners to ensure timely approvals, spends projection, tracking and delivering committed financial savings to the finance partners
• The output of this practice should be resilient and stable applications targeted towards delivering the required technology value at the most optimal cost

Service Delivery

Establish and govern, Fit to purpose Service Delivery practices to ensure the following:

• Application life cycle management – starting from Service Introduction (inclusive of process like criticality, IT security assessment etc) to creating a service model, establishing service acceptance criteria, keeping the application status updated in CMDB and decommissioning of the service.
• Governance around onboarding new features and markets to an application. This would include practices like Service rehearsal, operational acceptance, periodic governance etc.
• Governance to ensure all the platform services are free from any potential vulnerability. Any such vulnerabilities should be tracker, reviewed and mitigated in a timely manner
• Governance to ensure any service downtimes etc. for activities like upgrades and other maintenance windows are planned in advance and the required downtime windows are aligned with required stakeholders
• Act as a single point of contact between the various IT platforms and business users to ensure that anything needed to run the service is well managed and the users are informed about any such impacts on service availability in a timely manner.

Experience and qualifications required:
Overall 10+ years of experience in IT of which 5+ years of experience working on Application Maintenance, Service Delivery, and IT Platform Management

Bachelor’s in engineering, Computer Science (or equivalent) required, and Masters/MBA preferred

Experience building and managing high performing teams and design/delivery of quality AM and SD practices

Ability to work with multiple cultures, both within team and stakeholders

Good domain knowledge to be able to work with Platform Directors, and Global Stakeholders to ensure alignment within and outside Unilever IT organizations.

Conversant with budgeting practices & governance

Key interfaces

Counterparts in various IT platforms like ERP, Integration, Customer Development, Supply Chain etc

Business stakeholders across globe

Finance business partners

Suppliers