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IT Service Manager - O2C



Bengaluru, Karnataka, India
Posted on Thursday, September 28, 2023

Job Title: IT Service Manager – O2C

Location: UniOps Bangalore


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.


iOps puts customers at the heart of our business operations so we win with customers in the marketplace. ​

We are removing complexity, integrating our processes, and delivering the data, insights, and technology we need to create a great customer experience, while the world moves into the digital era. ​

​Simplifying operational tasks frees our time and resources to unlock growth for Unilever and more value for our customers and our partners.

Main purpose of job:

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 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. It is therefore important that these applications deliver the expected business value to be able to realise the market business cases. Technologies are meant to perform / provide assistance to perform a said business process and to ensure that the application is able to do so in full, an underlying service performance framework is very essential. This framework along with the KPIs to measure the success of this framework are needed to ensure that business can utilise the applications to their full potential. Also, any associated risks with the sustenance of these applications are required to be managed proactively.

The purpose of this role is to establish a service performance & risk management framework for all O2C IT services and ensure that services are sustained for long term value delivery with the help of key performance indicators to measure the performance of each service.

Key accountabilities:

Establish & govern the Service Management Framework:

  • Each service established as part of iOps is expected to address a unique business problem with a set of users from business operations team performing the day-to-day business tasks. Its therefore important to first establish the purpose and success criteria for each service.

  • Establish key performance indicators aligned to the success criteria of each IT service

  • Identify stakeholders to be able to realise the value of various IT services, sign off authorities for validating the value of all KPIs agreed

  • Establish an execution team to perform the required activities to fulfil the agreed KPIs

While the above is a high-level framework to be established and governed by the service manager, the how part of the job can be understood as follows.

  • Manage all internal & external audits and associated activities required for complete audit compliance of all systems (including KFAS). Work with stakeholders to resolve audit observations.

  • Perform impact assessment for deficiencies identified, recommend, and align rectification plans with the SMEs and owners, and ensure accurate and timely remediation of deficiencies and report areas of risk.

  • Participate in control improvement health meetings, provide inputs / feedback for the evolution of the control framework.

  • Establish framework to implement best control practises from project inception stage.

  • Act as the face of O2C platform to interface with various stakeholders to provide updates on the platform service risk mitigations.

  • Supplier management to ensure that the required resourcing, licensing, support contracts etc are in place and renewed on timely basis aligned to the allocated budget.

  • Run periodic governance along with the key stakeholders to ensure that the service is delivering the expected business value

Experience and qualifications required:

  • Strong knowledge of E2E Order to cash process and experience of working in Global environment and teams.

  • Ability to analyse the root cause of the deficiency and propose corrective action and ensure quality deliverables.

  • Strong communication and interpersonal skills to build effective relationships with stakeholders. Proficiency in Power point presentation and other MS Suite applications

  • Overall 10+ years of experience in IT of which 5+ years of experience working on risk & controls management and IT audits.

  • Bachelor’s in engineering, Computer Science required, and Masters/MBA preferred

  • Experience building and managing complex IT process design/delivery of quality 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

Key interfaces

  • Counterparts in various IT platforms like ERP, Integration, Customer Development, Supply Chain etc

  • Process Owners and SMEs

  • Business stakeholders across globe

  • Auditors

  • Suppliers

At HUL, we believe that every individual irrespective of their race, colour, religion, gender, sexual orientation, gender identity or expression, age, nationality, caste, disability or marital status can bring their purpose to life. So apply to us, to unleash your curiosity, challenge ideas and disrupt processes; use your energy to make the world a better place. As you work to make a real impact on the business and the world, we’ll work to help you become a better you!