Job Title: iOps -Integrated Delivery – Customer Experience
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.
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.
iOPS Technology fusion team is driving the implementation of the digital solutions in iOPS. The team is composed by a lean global leadership, dedicated platforms teams, market activation teams and other IT specialists designated to a specific task
This is an industry leading global transformation in FMCG space – global in nature driving towards customer experience – by bringing together multiple functions – sales, supply chain, order to cash together
Main purpose of job:
Main purpose of this role is to ensure an integrated activation of iOps technologies ( joined up with process & org transformation) in the markets . This role will focus on :
Defining a globally integrated plan for iOps technology (around business products)
Integrated Planning: active plan, review and adapt technology plans with all markets and platforms ensuring we have consistent and integrated delivery to markets
Release strategy: develop an overarching release strategy to be applied by market activation directors in their regions
Transformation Program Delivery
On time in full – in an integrated way to deliver customer experience across multiple functions
Create integrated plans for across products – covering process org and tech ; focussing on technology sequencing across 20+ technologies in the transformation ( iOps program) across multiple functions
This will mean working with process excellence, IT platforms, market activation, operations partners and overall program transformation office
Coordinate with the market activation leads the review of the external initiatives to iOPS that may have overlap / competition to the integrated plan
Review with markets scope management, risk & change plans for Technology workstream
Integrated customer experience – delivering the value unlocks from the transformation business case
Less rework – by implementing process. Org and multiple tech in right sequence
Release and Quality Management:
Develop the release management strategy and governance for platforms / markets
Define and implement a cross platform quality management tower. Quality tower aims to improve overall technology build, reducing number of defects reaching iOPS production environments and shorten test cycles, contributing for cost optimization of overall delivery. Work with market activation directors to land in our zones (Asia/Africa/Europe/Americas)
Key Outcome: reduction of defects per release, contributing to overall cost reduction and speed to market.
Experience and qualifications required:
10 years’ experience managing complex technology projects/programs preferably in supply chain capability and sales technology.
Business acumen on Supply Chain, Customer Development and Finance for understanding different trade-offs of actions which can help make better decisions on the integrated technology
Strong appreciation of Software Development Life Cycle
Experience with IT system deployments and system integration across leading edge digital technologies , SAAS, ERP’s, global applications, legacy platforms
Program/Project Management skills
Experience in Program and Project management; Must have experience of managing senior stakeholders
Experience with delivering results in/through a geographically dispersed team, with external service providers, and across different business functions.
Experience in budget management of large projects
Financial awareness and understanding of TCO models
Ability to think strategically & be comfortable working in a fast-paced environment
Strong consultation, interpersonal and influencing skills.
Demonstrated team leadership skills.
Ability to manage multiple complex tasks
Excellent communication skills
Director Integrated Design and Delivery Customer Experience ( iOps transformation)
IT and data & analytics Platform Directors
Process Excellence Directors & VPs
Program Management Office
iOPS Operation Partners
Job Category: Information Technology
Job Type: ITP Innovation Manager