PURPOSE OF THE ROLE

​​Unilever is the global company behind powerhouse brands such as Dove, Rexona and Magnum.  The Unilever corporate strategy (The Compass) sets out an ambitious growth and sustainability objective for Unilever.

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​Technology in Unilever touches every part of our organisation, enabling our business to move faster and with more confidence than ever before. As the pace of business gets faster, and as consumer behaviours evolve more rapidly, technology is the way we create competitive advantage for Unilever.

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​Technology Foundation is the UniOps IT function that leads and operates the foundational and employee facing IT services. This includes Cloud Hosting, Networks, Collaboration Services, Identity and Access Mgmt., Employee Technology etc.  Its purpose for the foreseeable future is to lead the move to the cloud, and to design and deliver the core technology that underpins a modern digital employee and workplace experience.

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​The role of Service Coordinator – Print Technology will report toE-Signature & Print Manager to deliver end to end support for Print services across Unilever globally. This role will be primarily responsible for North America and Latin America but will provide cover for the other regions by adopting the follow-the-sun support model.

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• ​The Service Coordinator is responsible for the day-to-day performance of the Global Print services provided under the banner of Workplace Technology. This includes service management involving incidents/problems/requests, reporting, lifecycle management, refresh and renewals, and transformation activities required for global service adoption.

• ​Managing the print lifecycle for their Geographical area – this includes print refresh and the removal of devices in a manner agreed with the site and supplier. When printer leases end and a site requires an extension or refresh, they will work with the site to enforce the Global Print standards and ensure the best value approach is taken.

• ​Champion process digitization to align with sustainability initiatives byhelping users find ways to reduce paper consumption from their processes​

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

Operational Management:

• Monitors and controls service levels.

• Reports on service KPIs & KHIs.

• Manages and remediates risks and issues.

• Leads and supports escalations from the customer and supplier. 

• Manages print refreshes.

• Completes Operational Acceptance for projects.

• Liaises with other teams to coordinate delivery of project-related tasks.

Service Management:

• Day-to-day management of operational processes such as incident, problem, change and service requests.

• Assists in root cause analysis of problems and identifiesremediation actions.

• Identifiescontinuous service & process improvements.

• Act as point of contact for Global Print Services.

Supplier Management:

• Arranges and participates in regular performance reviews, holding both the supplier and the customer accountable for their part in successful service delivery.

• Is a key relationship point of contact with the service provider management team.

• Identifies and reports cost savings and efficiencies. 

EXPERIENCES & QUALIFICATIONS

Necessary Experience & Qualifications 

• ​​Strong experience working in Information Technology.

• ​ITIL v4 Foundation certified.

• ​Previous experience working with globalsuppliers.​

SKILLS 

Essential:

• Relevant previous experience in a Global Service role. 

• Experience across all aspects of Service Management and has a passion for improving the user experience.

• A strong technical background and experience supporting services in a diverse and globally distributed environment.

• Deep knowledge of structured service delivery methodologies such as ITIL.

• Excellent communication skills.

• Good stakeholder management skills.

• Customer and service centric mind-set.

• Experience and awareness of working in a global role.

Desirable:

• Excellent business awareness, understanding the broader context in which IT delivery has an impact on overall business performance.

• Flexibility to adjust to changing business requirements.

• Demonstrate awareness and empathy to our many cultures and social needs. 

• Ability to work under pressure.

• Knowledge of Print technologies.

Work location: Hybrid - São Paulo