AutoReqId: 55560BR Function: GDBS Reports To: The Business Relationship Manager Context/Scope The Africa region comprise of four strategic business units – Africa Regional Markets , East Africa, Nigeria and Brandhouse. This role covers Nigeria business unit. There are a total of 3 sites with 1,200 users. The Diageo GDBS function has outsourced technical infrastructure services to TCS, SAP applications support to Infosys and network support to Verizon, as well as other applications to CSC. There are other local partners/providers that support some locally based systems. The role of the Service Delivery Lead, Service Management is to maintain business as usual support for Nigeria business unit, either through Diageo Shared Service and/or our service partners / providers. This role is concerned with IS Service Management and Service Delivery. A core element of this role is to support the operational activities related to technical infrastructure services in the 3 Nigerian sites. This will primarily be achieved by working with our main support partners/providers as well as local providers. The role requires that the IS operating model, based around a set of common IS processes, is enforced. Brilliant execution of the Delivery processes (e.g. Services, GDBS Projects underpinned by the Global Support Model) is critical, and these are delivered through a global organization that integrates across external service providers to service business unit needs. The scope of the Service Delivery organization is estimated at around 70% of total GDBS investment. A customer focused mind-set is an absolute prerequisite to this role. Purpose of Role
The primary function of this role is to ensure that effective management of local and central systems takes place.
This person will be responsible for the delivery of all supporting IS Services within the business unit and to defined SLAs.
This person will be responsible for delivering small change initiatives and/or projects to aid service delivery.
Market Complexity:
Strong Service Level management skills
Good understanding of Diageo business processes and strategic business drivers
Management of local and central Partners to support Infrastructure and Applications
Ensure agreed service levels and KPI’s are consistently delivered
Working knowledge of Sarbanes Oxley requirements
Knowledge or certification of ITIL processes
Regional alignment across Africa
Strong business partnering skills
Average project management knowledge or skills
Top 4 Accountabilities
Achieve all committed Service Level Agreements
Establish a trusted face of GDBS
Support management of local and central IS Support partners (Accenture, Verizon, CSC, IBM etc)
Delivery of small, local Change Requests
Qualifications and Experience Required
Bachelors Degree in a Technical Service or Business discipline
5+ years in IS within the consumer packaged goods or IS services industry experience
Business Literate (“good understanding of our business”)
Strong organizational & customer service skills.
Ability to work in a dynamic environment
Ability to manage own time, numerous demands and prioritize tasks
Communication skills with the ability to effectively and simply communicate technical concepts, solutions and implications in a business language
Self-directed and focused on a goal or end-state as opposed to specific tasks
Fluency in English language.
Proven track record of similar job experience in IT/FMCG industry
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