Service Delivery Manager e-Route to Market

Job Description

Service Delivery Manager e-Route to Market This role focusses on Unilever s purpose towards its eRTM customers, sellers, and partners through best-in-class IT stacks and processes. and requires passionate individuals who are keen to partner in eRTM journey that will unlock a growth agenda for Unilever.The role of service delivery manager is the focal point for managing the platform team working closely with various other teams, e.g. the global release management team, business engagement, country organizations. It would require enforcing the global process, establish close links with project teams, Project Management Offices, to challenge and find ways of improving the controls of change management. This role would manage the end to end release management team and deals with escalations when the process is not met. All the activities of release management across all ERTM applications in the technology chassis, covering integrated planning, DevOps Change Control, and coordination of regression testing as well overall alignment with global release management team. This role also focused on to ensure a service mindset is incorporated and driving the key operations across multiple markets of eRTM.The role of the ERTM Service delivery manager has four areas of responsibility:

• Firstly the Service delivery manager is responsible to work closely with the global Product Owner team, input the platform specific changes, and contribute to the discussion of big bets planning in order to develop the global integrated demand plan. The individual will own the release plan items for all ERTM releases and follow changes. This role is fully responsible for managing the activities to achieve above, facilitate discussions, perform prioritization and planning tasks and engage with global stakeholders to plan & track for releases in multiple markets.
• Secondly, the roles works closely with the Platform Manager, project stakeholders and suppliers to ensure that changes are grouped and managed as releases from requirement to post-go-live support, thereby increasing efficiency and reducing risk. The individual needs to ensure adequate change control is in place for the change management activities in the landscape and should engage with delivery teams to achieve that. Service delivery manager should be able manage a team consisting of release management SME and analysts.
• Thirdly, service delivery manager is accountable for the technical deliveries and planning. Together with the team the individual ensures compliance with the global rules and standards and the availability of the technical landscape evolutions for the technologies in scope. This requires coordination of various innovation and services teams, planning and following actions taken by these parties.
• Fourth area is to planning and coordinate for the regression testing exercises in the ERTM chassis. And post the golive, managing end to end operations of the projects, technologies and CR within Unilever defined service SLAs.

JOB SUMMARYThe role is Global in nature & apart from the functional & technical know-how, requires excellent stakeholder & Delivery management skills. It will also require the candidate to partner business teams as well as other IT teams to conceptualize process needs & design & deliver processes which could enable better delivery.In addition to the technical changes, the role also involves defining simplified and harmonized processes for ERTM area and influencing business stakeholders to secure buy-in. These changes call for strong ability to innovate and conceptualize operational processes and solutions.This role will have a close connect with Global & Local ERTM Market Operating Teams, SI Partners, Geo IT, Security, and partners teams for ensuring that releases are integrated effectively to deliver sustainable business solutions delivered with acceptable risk to ongoing operations.KEY REQUIREMENTS

• 8 to 10yrs experience in IT
• Work closely together with the global product owner team to develop the global integrated demand & delivery plan
• Involvement in discussion for roll-outs to the markets
• Provide consulting to the global technology chassis on release management activities.
• Perform Change control & Gate meetings. Publish list of CRs that have passed the gate
• Provide feedback to the global planning team in case of important changes in timelines.
• Continuous contribution to change control based on change requests with a responsibility to sign-off on invasiveness assessments.
• Drive the planning process, complete the assessment of the release guidelines & integrated plan on the individual landscapes, serve as escalation body in case of conflicts
• Responsible for Approval & Communication of the release management plan.
• Act as the central body for release exceptions, ensure any landscape impacting changes are referred back to the global product owners team and documented
• Engage with all delivery teams to ensure that Application & Infrastructure Delivery Teams are available to support delivery
• Manage the relationship with partner teams to ensure that activities are delivered to plan, and communicate any outage periods needed for execution.
• Define the full scope of maintenance activities needed for applications.
• Taking responsibility for regression test planning and execution and safeguarding projects and live environment in that manner.
• Be the Operations manager for all technologies and coordinate with L1, L2, L3 support teams as per Operational Excellence & Control processes

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Keyskills :
service deliveryitilproject managementdeliveryslafocal pointtest planningproject teamschange controlchange requestschange management