Business Context and Main Purpose of the Job  The Service Manager is a key leadership role within the Infrastructure Services Operate Team. The IS Operate Team is ultimately accountable for the reliable, timely and cost effective delivery of all infrastructures services to Unilever globally, whether these are managed or hosted internally or externally.   The Service Manager will ensure all operational and performance service issue within the Region/Technology/Landscape are resolved in accordance with the agreed service level agreement (SLA) for the Enterprise Computing area, this includes all the services included in the Supplier Contracts being the escalation point for any service disruption and the interface between the Service Providers and Unilever internal teams.   In fulfilling this accountability they will act proactively to ensure the Region/Technology/Landscape is  - optimized  - they will evaluate significant changes to minimize disruptions   - they will work with Engineering Managers to identify future trends on capacity/performance side solutions in advance of issues.   - They will ensure the quality deliver of any necessary RCAs and problem mgt. for the landscapes they are responsible for.   - Is a Key player to ensure Uptime agreed for the services are achieved.  The Service Manager will manage the budget for the specific support costs for their associated scope of accountability. They would be responsible to act as budget holders keeping the costs aligned with the forecasts and approving payments. They will work closely with Contract and Performance Manager to ensure commercial and contractual aspects are properly followed by the vendors.   This role faces-off with the Service Delivery Managers/Directors, Geography IT, Application Landscape Managers/Directors, Engineering Managers and Service Providers Managers.  This role will have Analysts (WL1C) reporting directly to him/her and will be responsible to split the demands accordingly and making sure the Region/Technology/Landscape demands are fully aligned with the Global processes and ways of working.  Main Accountabilities  KEY RESPONSIBILITIES   - Acts as the focal point for ensuring the resolution by the Service Providers of all operational and performance related issues within the Region/Technology/Landscape in accordance with the agreed SLA for the Enterprise Computing area, as underpinned by the definition thereof in the respective Agreement. Faces off with the Service Delivery Manager in each Service Provider to ensure issues are resolved.   - Supports Unilever in-country Infrastructure Service/Account Managers (ISMs/IAMs) by being the regional focal point for issue escalation from countries.  - Manages the status and logs of Region/Technology/Landscape critical and escalated issues; ensures decisions on escalated issues are made within the defined time periods. Acts as the Unilever final point of escalation (- GO-TO- person) responsible for escalation management for that specific Region/Technology/Landscape.  - Adopt a zero tolerance for project impact to business operations by ensuring that rigorous and thorough testing is completed prior to the change being promoted to production environments.  - Responsible for the release of timely and informative communications to the Business and the main stakeholders for the managed Landscape.  - Ensures that SRs are implemented timeously and in accordance with the agreed SLA. Assists Service Providers and ISMs/IAMs to review and prioritize SRs if required.  - Ensures the accuracy and completeness of monthly operational reports submitted to Unilever stakeholders. Conducts weekly and monthly Region/Technology/Landscape performance management reviews with the performance management team. Analyzes the quantitative and qualitative data together with appropriate Unilever and Service Provider personnel, initiates action based on the results, identifies trends in performance and initiates any appropriate root cause analysis studies.  - Prepares for and conducts quarterly and annual regional performance review meetings with the Service Providers, with the involvement of ISMs/IAMs as appropriate. Responsible for ensuring all actions from these reviews are completed.  - Responsible for escalating any unresolved issues to the monthly Regional Service Review, including the documenting and presenting of possible solutions. These issues may arise from, but not limited to, the following areas: performance management process, root cause analysis studies, service request process, trend analysis of Service Provider performance etc.  - Co-ordinates governance process reviews with the Service Providers and oversees developing the business case(s) to implement changes to the governance processes.  - Responsible for conducting effective knowledge sharing meetings based on the business continuity plan, to be held quarterly per country and annually per region.  - Responsible for maintaining that portion of the business continuity plan dealing with In-Sourcing based on strategic and tactical changes to the agreement.  - Responsible for discussing and recommending penalties to apply or credits to give based on service performance. Works with the Regional Finance Manager to put forward the rationale and business case recommendation for these decisions.  - Provides service-delivery performance information and validation to the Regional Finance Manager and Country Finance Managers to aid in Service Provider invoice verification.  - To review the results of any price reviews that are conducted and 1: Determine the extent to which performance metrics and SLAs should be adjusted, 2: how pricing should be adjusted, and 3: make recommendations on the contract changes for those activities.  Other Responsibilities:  - Responsible for the Infrastructure solution for an E2E view of a Technology/Landscape, including application and business view. Builds strong cross-tower relationships to ensure that solutions, which may affect the Technology Stack/Landscape, are fully understood, planned and executed.  - Defines and revises performance reports as required to enable improved business decision-making.  - Provides input on stakeholder satisfaction issues and works to manage performance expectations.  - Supports plans for emergency preparedness and provides recommendations in this area.  - Co-ordinates with Service Providers and the Regional Finance Manager to capture/confirm financial business-value-delivered information.  - Consults on the preparation of financial reports for the deal and ensures related consumption and penalty/credit data is accurate.  - Provides input to the Tactical Change Management process especially for instances of changing performance or quality standards, or related governance processes.  - Reviews strategic changes to the agreement and their impact on performance metrics and ensures alignment with the intent of the deal.  - Identify and plan for managing anticipated risks (project implementation, BAU changes, trends).  - Ownership of Region/Technology/Landscape Service Performance Risk Analysis  - Govern EC Service, Investment and Financial Risk Management  - Lead the execution of environment management risk plans, cross services lines, considering the in-source and out-source pieces  - Work alongside Engineering Manager to work with SAP, IBM and other relevant vendors to anticipate future needs and mitigate risks associated to KEC (firmwares, kernel, OS versions, DB versions, etc).  Key Decision Responsibilities:  - Where appropriate approve financial invoices and billing in conjunction with the Senior Service Mgr - Budgetholder.  - Support the supplier director Infrastructure Services Leadership Team to take decisions related to service disruptions.  - Has a significant vote in modifications to performance metrics and measurements.  - Defines and makes recommendations as to the performance implications of changes to existing services.  - Responsible for resolving issues regarding the accuracy and quality of reports and information that feed into the performance management process.  - Owns the decision regarding whether a Service Provider has achieved the monthly performance objectives.  - Makes recommendations with regard to whether to charge penalties or credits to a Service Provider for meeting or not meeting SLA requirements.  - Has a consultative role in many other key decisions such as price reviews, new services pricing, contract compliance, improvement plans, and general risk management. In this consultative capacity, he/she may respond to requests, participate in decision meetings, or be asked to provide guidance/information to the decision-making process.  Relevant Experience  Essential:  - Sufficient experience as either a customer or supplier of Enterprise Computing services so as to be an - intelligent customer- . The term - Enterprise Computing- is underpinned by the definition thereof in the respective Agreement.  - Experience with the management or operations of outsourcing and third party contracts.  - Operations and project management experience.

Bangalore

Unilever - Service Manager - IT Services 

Unilever - Service Manager - IT Services  ,Job Description for Unilever - Service Manager - IT Services  in Unilever in  Bangalore for (4-17) years of experience. Apply Now!

Job Description for Unilever - Service Manager - IT Services  in Unilever in  Bangalore for (4-17) years of experience. Apply Now!