Job Description

Job Title - Assistant Manager - Cloud Service Job Location - 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. Business Context and Main Purpose of the Role Cloud is a critical enabler of Unilever\'s digital future. It not only changes how we store and access data but, will also fundamentally improve how our business operates. Cloud enables innovation and delivery at cost effective scale and a pace by removing barriers and providing foundations for digital business transformation. The Cloud Platform Services (CPS) team, part of the UniOps function, has a vision to accelerate cloud adoption to drive a future fit model for innovation and growth across Unilever. The Cloud Service Manager will play a crucial role in maintaining exceptional levels of service for CPS product and services within Unilever and be the bridge between product & service consumers, operational teams and third-party suppliers as well as the Cloud Service Providers (CSP\'s). As a Cloud Service Manager, you will be the face of service delivery, developing and maintaining strong relationships with Product and Platform Teams to drive customer satisfaction overseeing a variety of ITIL related and customer relationship duties. You will have a passion for continual service improvement, working proactively with CSP\'s and external service providers to collate & analyse service information data to drive service improvement. You will be play a pivotal role in improving cloud service maturity across product and platform teams within Unilever. You will be working closely with the Cloud Operations Team and CPS Product and Service Owners to onboard new products and services delivered with modern cloud operations and agile/lean processes. You will have an analytical mindset with the ability to analyse complex service data from various sources to present service information with actionable insight. You will be the key individual in preparing and delivering service reviews in conjunction with the Business Relationship Managers (BRM\'s) to continuously strive for cloud service excellence as well as building trust with product & service consumers. You will work closely with the BRM\'s to identify opportunities to position CPS products that may help Platform Teams in simplifying or improving their service. Main Accountabilities Earn a trusted relationship with our product and platforms driving service excellence. . Fully accountable for the management of services being delivered to multiple customers and maintain stakeholder relationships . Develop, prepare and present reporting and data analysis to identify recommendations to service consumers. Track recommendations, their implementation and outcomes. . Lead the implementation of new services and governance actions. . Complete monthly, quarterly and annual service reviews. Ensure that service review actions are tracked and actioned. . Proactively drive continual service improvement. Strive to identify ways in which to constantly improve and support improvement initiatives. . Ensure technical security and compliance of services to Unilever standards and policies. . Perform vendor management of technical 3rd party services. . Earn a trusted relationship with our product and platforms driving service excellence. . Be the voice of the Platform and Product Teams. Work with CSP\'s to ensure SLA\'s are met. . Conduct operational service reviews, reporting ensuring visibility and guidance. . Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning. . Raise internal awareness of customer impacting bugs and/or issues, and drive the appropriate prioritisation for fixes and/or responses. . Champion and advocate for customer requirements (e.g. feature requests). . Provide oversight of escalation, prioritisation, and drive customer communication during critical events. . Establish working relationships between CSP account team members such as Technical Account Managers, SDM\'s, Product Managers and others to achieve the best result for Unilever. . Be available outside of business hours to help coordinate handling of urgent issues as needed. Leadership Behaviours Employee should \'meet expectations\' on the Standards of Leadership behaviours relevant to the WL of this role. 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!

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