IT Manager Customer Experience

12 hours ago

Johannesburg, South Africa Unilever Full time

Business Context and Main Purpose of the Job
- The main purpose of the geography based IT Manager role is to support the IT Director as a representative for the whole of IT, including the IT Service lines, IT Service Delivery & Global Platforms, with the cluster business teams.
- Therefor key to the role is to proactively develop a strong relationship with the customers - being the business teams in the cluster, IT Service Leads in each cluster, iOPS program and the suppliers
- being Global Platforms, ETS Service Line Owners and IT Service Delivery.
- The IT Manager is responsible to ensure that the requirements of the business are understood, the strategy and plans for IT are clearly communicated and the overall IT plan and priorities within his/her areas of responsibility are clearly articulated and agreed.
- The IT Manager will support the activation of the global innovation programs to support these plans in the cluster based on his/her area of responsibility as well as partner the local business with local or regional IT and digital solutions as appropriate.
- The IT Manager must ensure the review and proactive identification of improvements of all existing IT Services with his/her area of responsibility.
- The IT Manager must at all times ensure alignment to IT Compliance and governance framework, and provide appropriate input to and management of IT Costs.

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_
- 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 serv

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