Lead It Manager O2c Delivery & Operations Job in Unilever

MAIN JOB PURPOSE: The delivery of IT agenda for Integrated operations is dependent on multiple IT platforms and Global Order 2 Cash is one of those. The platform delivers strategic and global IT solutions for end to end Order to Cash cycle aligned to the iOps ways of working. Some of these solutions are Omprompt, Pega, High Radius & S4 HANA AATP. Aligned to the iOps roadmap, we are delivering these solutions across markets globally and the scale of our operations plus user base is expanding with each business go live. To ensure that iOps lands globally and is able to deliver the desired business value, the following aspects of technology management are of vital importance. Technology delivery management Technology platform operations (Platform, Application Maintenance & Service Delivery) Platform governance (to ensure technology lands at the right time and right cost and is able to deliver the sustained business value) Most of the practices / processes needed to ensure the above are either initiated fresh and some might be yet to be initiated. All the O2C technologies being in nascent stage, its also important to understand the purpose of each and every IT practice needed as part of the portfolio. Deliver technology at the right time & cost, stable IT platform and AM operations to support the iOps global delivery by scaling up the platform operations with the help of fit to purpose and cost-effective IT practices is the main purpose of this job. KEY ACCOUNTABILITIES: Efficient Delivery Model The various technology offerings from Pega are delivered on a Platform As A Service based model. The underlying enablers for Pega are the Customer Interactions suite and Order Management Workflows , Claims management module, Customer Portal, Business Rules Engineand Natural Language Processing. As a primary accountability, the Delivery Manager for Pegawill be accountable to ensuring a robust delivery model is in place to ensure reusability of existing IT components and fast tracking the delivery of solutions to Unilever markets Delivery governance aligned to this model and evolving the base solution template with global features plus creating templates for speedy localization would be an expected output from this practice Developing core application templates that can be rolled out easily, fast and at a much-optimized cost is the key expected output from Delivery Models Project Governance Project resource fulfilment timely planning of the required project resources, funding, aligned with the iOps governance compliance Management of various phases of project and ensuring that the business stakeholders and iOps governance is updated with the exact project status Supplier management to ensure that we are equipped with quality resources to deliver the right quality product and optimal utilization of project resources Create short- and long-term delivery strategies to keep the cost low and fast-tracked delivery of applications Supplier & Budget Management Accountable for governing the implementation roadmaps and funding governance along with finance business partners End to end responsibility of managing the supplier contracts, resources, payment schedules and other associated activities Platform Management The technology solutions delivered as part of O2C application suite is a mix of on premise and cloud-based applications. The various IT practices like Change & Release Management, IT Security & Access Management, Performance, Data Volume Management etc. needed to deliver a stable and future ready IT platform, to be established and governed Supplier management to ensure that team is equipped with the right set of resources required to run the platform Budget management for various IT practices and innovations within Platform management like automated testing, devops practices etc to make the operations more robust Output of this practice should be a resilient and future ready platform for onboarding new applications and markets Application Maintenance Establish and govern, Fit to Purpose AM practices to ensure the following: oAM team is adequately sized to resolve the existing incident base and can cater to the upcoming volumes of incidents with onboarding of new markets oSLA compliance in line with the service criticality of the applications in scope of the platform oCross platform governance to ensure that the issues with integrated applications like ECC, ACTPM, Mulesoft, Dell Boomi etc. are not making the O2C applications unusable oGovernance forums with the business units, O2C hubs to ensure user satisfaction of the application functionality and experience oEstablish a Technology with Purpose model to ensure that the busines users are delivered with at least the acceptable value perceived from the technology investment and at the same time ensure complete service performance compliance as per Unilever standards oSupplier Management to ensure that the platform is equipped with the right supplier base required to support our applications in the longer term. Derive the short- and long-term supplier strategies in line with Unilever supplier policies oBudget Management to ensure adequate funding is available to support the procurement of various IT components like subscription, recurring licenses and support services, required to run our applications. oBudget management would also include demand forecasting, working with finance business partners to ensure timely approvals, spends projection, tracking and delivering committed financial savings to the finance partners oThe output of this practice should be resilient and stable applications targeted towards delivering the required technology value at the most optimal cost Service Delivery Establish and govern, Fit to purpose Service Delivery practices to ensure the following oApplication life cycle management starting from Service Introduction (inclusive of process like criticality, IT security assessment etc) to creating a service model, establishing service acceptance criteria, keeping the application status updated in CMDB and decommissioning of the service. oGovernance around onboarding new features and markets to an application. This would include practices like Service rehearsal, operational acceptance, periodic governance etc. oGovernance to ensure all the platform services are free from any potential vulnerability. Any such vulnerabilities should be tracker, reviewed and mitigated in a timely manner oGovernance to ensure any service downtimes etc. for activities like upgrades and other maintenance windows are planned in advance and the required downtime windows are aligned with required stakeholders oAct as a single point of contact between the various IT platforms and business users to ensure that anything needed to run the service is well managed and the users are informed about any such impacts on service availability in a timely manner. KEY REQUIREMENTS: Overall 12-15 years of experience in IT of which 5+ years of experience working on Solution Delivery, Application Maintenance, Service Delivery, and IT Platform Management Bachelor s in engineering, Computer Science required, and Masters/MBA preferred Experience building and managing high performing teams and design/delivery of quality project delivery, AM and SD practices Ability to work with multiple cultures, both within team and stakeholders Good domain knowledge to be able to work with Platform Directors, and global Stakeholders to ensure alignment within and outside Unilever IT organizations. Conversant with budgeting practices & governance