External Job Description
** Application deadline: 8th October 2014**
This role reports to the Service Delivery Manager, GDBS
Context/Scope Diageo Africa comprises of four strategic business units – Africa Regional Markets, East Africa, Nigeria and Brandhouse. The newly created Africa Regional Markets includes Ghana, Cameroon Hub, Diageo Indian Ocean and Southern Africa (DISA) and Ethiopia.
This role supports Uganda Breweries Ltd. There are a total of 2 sites with 400 users. The back office is SAP Simple Business Model (SBM), as well as other business critical applications suchas Brewmax.
The Diageo GDBS function has outsourced technical infrastructure services to IBM, SAP applications support to Accenture 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 Shared Service Delivery Lead is to maintain business as usual support for UBL business unit, either through Diageo Shared Service and/or our service partners.
Market Complexity
- Good understanding of DIAGEO GDBS Shared Service support model and policies and the mix of applications and technical Infrastructure that supports Diageo Business Services
- Stakeholders are located across multiple markets, from multiple cultures and based internally (Diageo Captive) and externally (non Diageo), which requires co-ordination and working alongside teams based in different geographical locations.
Purpose of the Role This role is concerned with IS Service Management and Service Delivery. The roleholder will support the operational activities related to technical infrastructure services working with our main support partners and local providers. SAP applications support and development features prominently in our key provider’s deliverables. Brilliant execution of the delivery processes underpinned by the Global Support Model is critical, and these are delivered through a global organisation that integrates across external service providers to service business unit needs. The scope of the Service Delivery organisation is estimated at around 70% of total IS investment.
Leadership Responsiblities
- Demonstrate deep personal accountability for great performance – unwavering accountability for Diageo´s total success ( “we are one Diageo”)
- Build and sustain trust with others through real relationships
- Demonstrate the kind of personal integrity that inspires others.
- Generate ideas and move them to action
- Be imaginative in finding solutions to issues and pursuing opportunities for the business ***** Top Accountabilities*****
- Develop and manage relationships with business partners both local and central IS Support(Accenture, Verizon, CSC, IBM etc).
- Identify opportunities for process improvement
- Contribute to customer satisfaction measurement
- Manage and maintain Global Diageo Business Services
- Manage operational services against SLAs
- Risk and compliance management
- Manage payment of invoices for services rendered
- Support business/IS driven programmes and projects
- Facilitate project technical tests, user and pilot testing to ensure business readiness. Manage the warranty period to ensure customer satisfaction.
- Manage the handover process to the Support Team by signing off BAU processes.
- Manage signed off SIL for new project initiatives when introduced. Qualifications and Experience
- Bachelors degree in a technical service or business discipline
- At least 3 years experience in IS in an FMCG environment or IS services industry.
- Strong commercial acumen, business partnering skills, organisational and customer service skills
- Ability to work in a dynamic environment.
- Excellent communication skills with the ability to communicate technical concepts, solutions and implications in business friendly language
- Self-directed with strong solutions orientation
- Strong service level agreement management skills. Working knowledge of Sarbanes Oxley requirements
- Knowledge or certification of ITIL processes
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