IT Service Journey

2 weeks ago

Bengaluru, India Unilever Full time

**JOB TITLE**:IT Service Journey - Process Owner**

**LOCATION: UniOps Bangalore**

**ABOUT UNILEVER**:
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.

**ABOUT UNIOPS**:
Unilever Operations (UniOps) is the global technology and operations engine of Unilever offering business services, technology, and enterprise solutions. UniOps serves over 190 locations and through a network of specialized service lines and partners delivers insights and innovations, user experiences and end-to-end seamless delivery making Unilever Purpose Led and Future Fit.

**Role Definition**
- Responsible for providing strategic and operational guidance to senior management and ITSM Director within Unilever
- Works closely with the ITSM team to design, implement and continuously improve ITSM processes to deliver high-quality IT services to the organization.

**Key Responsibilities: Service Introduction**
- **_ Design_**
- End-to-End service review process to manage the service lifecycle and service journey, from conception to delivery, ensuring that all services meet the needs of the business and its customers.
- Establish capability to track the service cost per user and usage across the organization
- Drive the implementation of AI Operations (AIOps) for IT Service Management including Predictive Intelligence & Performance Analytics
- Advise Senior Management and Director on ITSM strategy and aligning ITSM with the overall organizational strategy
- Developing and implementing ITSM policies, procedures, and best practices (outside in view) to ensure successful delivery of IT services
- Facilitate cross-functional collaboration and communication to ensure the successful implementation & execution of ITSM processes
- Lead ITSM process improvement initiatives and acting as a change agent to drive organizational change.
- **_ Consult & Govern_**
- Drive high impact projects and initiatives with suitable help from IT Service Management Process Owners
- Lead the design, implementation, and continuous improvement of all ITSM processes
- Collaborate with cross-functional teams to identify process improvement opportunities and develop plans to address them
- Analyze ITSM process performance metrics and provide recommendations for improvement
- Provide training and support to stakeholders on ITSM processes and tools

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