Service Delivery Manager  Job Title : Service Delivery Manager  Job Location : Bangalore, India  Business Context and Main Purpose of the Job :  Service Delivery Manager :  - Transact - AAR is to act as a single face and point of escalation for the AAR region comprising of 5 Market Clusters (SEAA, NEA, SA, NAMET & RUB, Africa) for Global & Regional Services under the Transact portfolio. The role is  - Responsible for proactive service planning and be accountable for delivery of all services to the client as defined in the global and regional service catalogues  - Accountable for the operational integrity of Services through active stewardship of the Service Management processes.  The Service Delivery Manager (SDM)has responsibility, accountability & ownership for leading the operational delivery of end- to-end services to Unilever's Business Units in accordance with Service level Agreements (SLA- s), Operational Level Agreements (OLA- s) and Underpinning Contracts (UC- s).  The services are delivered to the specified functional business area(s). The role leads the effective integration of all service lines into delivery of service to the Unilever business in conjunction with the business relationship contact channel known as the - Business Partners  The SDM Supports the Service Level Manager / IT Innovation Business Partner(ITBP) / Solution Activation teams during the negotiation of Service Level Agreements with the Customer, has the authority to define the Service levels with inputs from the business / Geo IT teams  Key Services in the portfolio :   Regional :  - U2K2 ECC (ERP)  - U2K2 PI Integration  - OTM - AAR & India  - E-Commerce / EDI   Global :   - Global Solution Manager  Core Accountabilities :  Support key business transformations to be integrated into Service Delivery :   a) New Services - Ensure Service Design and Transitioned Services meet all Service Acceptance Criteria and fit the delivery model  b) Run - Releases associated with U2K2/Big Bets fully signed off. Attend Release Gates to ensure criteria met for ECC & Supply Chain Services  c) Deploy - Ensure ALL serious issues are completely resolved for new Services during PGLS and BEFORE transition to RUN operations   d) Operations - support the Tactical model for Global IT Services  Efficient IT Service Operations & Service Risk Management :   - Regular SLA / OLA reviews to ensure that all service lines are geared up to target  - Maintain a service risk register  - Ensure regular DR drills to make sure that the service preparedness for disaster scenarios  - Ensure timely inputs to the resilience forum  Changes to Services :   - Eliminate Incidents due to poorly executed changes   - Complete visibility of all proposed changes to & releases into Production  - Zero unapproved changes to Production  - Timely KEC activities  Global & Regional Service Catalogue :  - Accurately represents all IT Services by portfolio   - Remedy resolution teams against each of of the Transact Services (aligned to Global clean-up activities)   - 100% maintenance of Service help files   Service Planning for efficient service operations : Develop and Implement Service Plans for ECC & Supply Chain Services to achieve :  - BER Metrics for each Service portfolio (Green)  - Client and User Satisfaction (per target)  - Root cause established for all Major & P1 Incidents   - No repeat serious Incidents  - Baseline year wise Incidents across Service portfolio and drive continuous reduction in incidents across service lines  - Drive Service Performance Management by ensuring effective action tracking across all key service hot spots  - Deliver monthly commentary and variance analysis of all deviations from the Service plan - Drive the correct version of truth on Service Delivery through globally aligned SD metrics and SLAs while embedding the Geography IT model.  Effective Relationships with Geo IT teams :   - Periodic reviews with Geo IT stakeholders to ensure that the service continues to deliver per business expectations  - Ensure escalations are managed to the satisfaction of Geo IT / business stakeholders  Key skills :   - A strong and self confident leadership and influencing style, being able to make an immediate impact with suppliers and customers. Strong leadership and communication skills  - Proven strong process competencies knowledge  - Ability to inspire confidence in delivery, a strong service focus (project and operations).  - Excellent understanding of service delivery and setting of service levels  - Flexibility to adjust to changing business requirements  - Command of content of the IT computing operations  - Strong business awareness, understanding the broader context in which IT delivery has an impact on overall business performance.  - Proven track-record in leadership of global teams  - Experience of outsourcing and off-shoring  - Strong networking and influencing skills (Organisational Relationship Building)  - Development of business cases for technology investment  - Negotiation skills  - Ability to work effectively under pressure  Essential :   - Excellent knowledge of structured Service delivery methodologies such as ITIL  - Strong appreciation of business processes and challenges  - Certification to ITIL Foundation level  Desirable :  - Proven experience in managing IT service providers and suppliers in delivering IT projects and services in a multinational European and global context  - Good knowledge of supplier management best practice such as e.g. TPI or Equaterra  - Knowledge of de-facto Business Controls Frameworks such as CobiT

Bangalore

Unilever - Service Delivery Manager 

Unilever - Service Delivery Manager  ,Job Description for Unilever - Service Delivery Manager  in Unilever in  Bangalore for (10-17) years of experience. Apply Now!

Job Description for Unilever - Service Delivery Manager  in Unilever in  Bangalore for (10-17) years of experience. Apply Now!