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Senior Service Manager

4 months ago

Bengaluru, Karnataka, India Haleon Full time

Hello. We're Haleon. A new world-leading consumer health company. Shaped by all who join us. Together, we're improving everyday health for billions of people. By growing and innovating our global portfolio of category-leading brands - including Sensodyne, Panadol, Advil, Voltaren, Theraflu, Otrivin, and Centrum - through a unique combination of deep human understanding and trusted science. What's more, we're achieving it in a company that we're in control of. In an environment that we're co-creating. And a culture that's uniquely ours. Care to join us. It isn't a question.

With category leading brands such as Sensodyne, Voltaren and Centrum, built on trusted science and human understanding, and combined with our passion, knowledge and expertise, we're uniquely placed to do this and to grow a strong, successful business.

This is an exciting time to join us and help shape the future. It's an opportunity to be part of something special.

About Role

This role will be responsible for IT Service Management in the Consumer Healthcare Tech organization, within our CTO - ERP Management organization.

The Manager- IT Service Management will Define and Own one or many IT Service Management processes to operate our Largely SAP ERP based applications e.g. Incident Management, Problem Management, Major Incident Management, Request Management etc.

Key deliverables are seamless IT Service Operations for our ERP landscape and management our any escalations and outages faced by our Consumer Healthcare colleagues in the markets.

Key Responsibilities :

The Manager - IT Service Management has the following responsibilities:

  • Define, Own and Operate one of more ITIL Service Management Processes: Incident, Problem, Transition, Major Incident, Service Requests Management Processes.
  • Manage Service Escalations raised by colleagues and stakeholders.
  • Drive IT Service Partners to deliver support service within agrees SLAs.
  • Drive Accountability via effective Service Reporting and Governance processes.
  • Creation of clear Service Improvement Plans to address issues
  • Drive Adoption and adherence of IT Service Management process in a transparent and measurable manner.
  • Experience in running SAP ERP Operations will be an added advantage in a Global Capability Centre type setup.
  • Business Relationship Management

Minimum Level of Education Required

  • Graduate in related discipline or equivalent experience.
  • ITIL Specialist+ Certification

Previous Experience Required

  • At least 8-12 years of experience in IT Service Management;
  • Experience in Managing Application Support Operations in a Managed Outsourced setup
  • Experience in ITIL process definition is a must.
  • Managing outsourced partner teams is important.
  • Background in ERP / SAP Operations is an added advantage.
  • Procurement of Finance experience will be an added advantage
  • ITIL V4 Specialist, Strategist or Leader

Diversity, Equity and Inclusion

At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone.

We're striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives.

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Care to join us. Find out what life at Haleon is really like

At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone. We're striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives. We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

As you apply, we will ask you to share some personal information, which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

Haleon is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, Haleon may be required to capture and report expenses Haleon incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure Haleon's compliance to all federal and state US Transparency requirements.