Unilever - Service Delivery Manager - Identity Directory & Access Management

Standard job title: Service Delivery Manager

(Refer to naming convention guidelines)

Service Delivery Manager

Business area: Technology Services - ETS

Reports to: IDAM Director

(this must be another standard job title in ES or IT)

Function - Technology Services

Sub Function - Identity Directory and Access Management

Main purpose of job:

(A concise statement setting out the main purpose and objectives of the job)

The role is responsible for:

- Setting up the service model across all the IDAM technologies (Identity, Directory and Access) globally.

- TCO reduction via Service KPIs, Incident/ Problem reduction targets, SIPs/ Continuous improvements and reporting - Operational and Sr. Leadership level.

- Change and release management set-up as per the Tech 2.0 principles.

Key accountabilities:

(Describe the responsibilities and end results that would be expected)

- Takes accountability for elements of service design, service operations, continuous improvement, service demand & portfolio management of service related demand, the user experience on Service, service KPIs and service reporting taking into account a need to make the delivery of IDAM services in a more agile, - consumer like- and commodity product.

- 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.

- Heavily influences the setting of 3+ year targets, service strategy and develops/implements plans to meet targets.

- At a global level, fully accountable for third party service providers and other internal teams in the resolution of operational issues in line with business need and SLA adherence.

- At a global level, fully accountable for ensuring relevant operational KPIs are met.

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

- 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 the service lines within the Technology Services, Geography & Platform Teams to ensure tight integration and harmonious ways of working as part of the wider operating model.

- Drives down the cost and thereby the total cost of ownership (TCO) for the overall service via appropriate measures. For example: Automations, Vendor negotiations etc.

- Imbibe the other principles on Services, Change management as per the Tech 2.0.

- Has responsibility for third party organizations delivering the services.

- Against significant cost pressures the role must continually re-invent how things are delivered to take into account global challenges, rapidly changing technology, cost challenges and a hugely varied supply landscape.

- Sets up the change and release processes across the technologies for Identity, Directory and Access in line with Tech 2.0. As a part of the same set-up the due controls, governance around this.

Experience and qualifications required:

(Detail essential and desirable experience, including number of years)

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 teams

- Experience of delivering a step change in user experience on Services with particular focus on developing consumer like or commodity service offerings.

- Passionate about providing an excellent user experience.

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

- Shows a thorough understanding of applicable project management and/or operational management standards and procedures including technical, quality, and financial matters across all areas of Service delivery.

- 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 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 interact with geographically dispersed and global teams.

- Has a good understanding of the technologies within the IDAM space (viz. Microsoft Azure, Active Directory, Identity, Access technologies (VPN, Citrix, Mobile access - Intune) to manage them in a BAU scenario and demonstrates strong passion to learn them.

Key interfaces

(List any external and internal contacts arising from the job)

External

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

- Industry experts

Internal

- Unilever Procurement director and their team

- Unilever GeoIT directors and their teams

- Unilever Platform directors and their teams

- Unilever Directors and their teams across Technology services

- Unilever Finance Business Partner

- Unilever Enterprise Architecture director and their teams

- Other Unilever IT functions

Key Performance Indicators

(Indicate a small number of KPIs which are relevant to everyone with this standard job)

Soft Skills:

- Service performance management

- Good written and oral communications (English is required for working with regional & global team)

- Displays good inter-personal skills at all levels of contact and in a wide variety of situations.

- Strong Bias for action

- Self Driven

- Thought leadership

- Good Negotiation skills

- Positive attitude

- Lead by example

- Holding People Accountable

- Organisational Awareness

- Strategic Influencing

- Rigorous Approach/Attention to Detail

- Persistent

- Actual KPIs will be set for the role-holders via annual objectives /3+1s.