IT Manager Customer Experience at Unilever

SCOPE OF JOB /Area of Responsibility

• Geography - Africa
• Leadership Team - Supply Chain Teams in Africa
• Functions - Supply Chain, Customer Operations, CD&RTM
• Service Lines - Engagement via the DCS team, Global platform teams
• Lifecycle managed applications - FIMS, DBR, LeverEdge, SAP and others  
• Number of Vendors/ Customers - 6

Main Accountabilities

Within his/her area of responsibility* the IT Manager will undertake the following key activities

BUSINESS PARTNERING & IT PLANNING

• Builds long-term relationships with business teams within his/her area of responsibility
• Undertakes the communication of IT Strategies, Roadmaps and Plans within his/her area of responsibility ensuring that business teams have good visibility of upcoming programs that impact them 
• Works with business leadership and management teams to understand business requirements/demand for IT within his/her area of responsibility and as required engages with Global IT BP and Service Line Leads to detail the business requirements and understand how these will be met
• Engages with business teams within his/her area of responsibility to help prioritise and scope the IT plan in the area of responsibility aligned with overall roadmap and plans and ensure that responsibility during rollout are clearly communicated and that business steams are advised on how to govern and resource for these changes
• Conducts regular IT Service Review with key stakeholders within areas of responsibility

INNOVATION

• Undertakes the necessary activities to activate Global IT Innovation & Services programs with his/her area of responsibility
• Manages projects to support local business growth programs as aligned with overall IT and business plan – working with appropriate Service Lines to ensure achievement of these programs

GLOBAL IT SERVICES

• Ensures the correct linkage with IT Services based on area of responsibility Adheres to service management framework in delivery of IT Services within area of responsibility

UNDERPINNING SERVICES (BUSINESS APPLICATONS)

• Supports the Service Delivery team as the point of coordination of Urgent Incidents within his/her scope of responsibility for Integrated Services including problem management activities
• In the case of relevant incidents with core business processes works together with the functions in order to activate contingencies to minimize disruptions within area of responsibility (e.g: distribution sites, plants, IC agencies, etc)
• Inputs to the review of services with Service Delivery team as determined by scope of responsibilities and undertakes escalation of service issues and agreement of service improvement plans within scope of responsibilities
• Ensures alignment and adherence to standard support model

DIRECTLY CONSUMED AND SERVICE LINES

• Supports the Service Management & delivery of these Services within area of responsibility
• Engages directly with Service Lines in ensuring delivery of services
• Undertakes business relationship management role on Service Delivery for these Services within area of responsibility
• Supports the introduction on new Services or new Innovation in the Directly Consumed Service Lines Inputs to review of services with Service Lines including vendor review
• Reviews and agrees Service Improvement plans within area of responsibility
• Coordinates communication of urgent incidents for Directly Consumed Services on the ground within area of responsibility acting as local touch point for resolution teams
• Confirms extent of business impact and acts as liaison with local 3P and local vendors
• Works with business teams to ensure that the benefits of the existing service lines and new/updated services lines within area of responsibility are achieved
• Undertakes the necessary actions for Service Requests within area of responsibility

LCM APPLICATION SERVICES

• Provides full application management service for LCM applications as determined by scope of area of responsibility including management of vendors to deliver this service aligned to overall Service Management framework
• Undertakes a regular review of LCM services and identifies improvement plans
• Ensure the achievement of Service Improvement plans
• Undertakes management of Incidents and Problems for LCM applications within area of responsibility
• Manages all local Innovation LCM applications within scope of responsibility
• Drives LCM application landscape simplification programs within area of responsibility

COMPLIANCE & DRP

• Ensures compliance to all IT related policies mandated by the IT Operating Framework and escalates all non-compliance to IT Director.
• Ensures overall adherence to key IT Compliance and governance framework
• Ensure that appropriate DRP are in place within area of responsibility and supports plans to regularly test these plans

IT COSTS

• Provides Input to IT Cost Drivers to support forecast within area of responsibility
• Manage receipt of actual costs within area of responsibility

OTHER KEY RESPONSIBILITIES

• Manage WL1/WL2 direct reports   
• Engage with vendor and 3P within area of responsibility either via feedback on globally managed vendors or through direct management of local vendors
• Deliver initiatives that ensure best leverages IT within area of responsibility

Relevant Experience

• Proven track record in delivering business application projects to the business and partnering a large equivalent large country/multi-country organization with key interfaces to management and senior management in the organization.
• Degree or similar qualification.
• Experience in managing direct reports.