Service Coordinator - Travel & Security Technology

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 Service Coordinator – Travel & Security Technology will report to theMeeting Room Service Manager to deliver end to end supportacross all Travel & Physical Security services globally,by working directly with Group Security & Travel Managers.​

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. 

• 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 identifiesremediationplans.

• Identifiescontinuous service & process improvements.

• Act as point of contact for Travel & Security 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 withglobal suppliers.​

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 or experience of Physical Security technologies such as Access Control, CCTV/Video Survellance etc and familiarity with components such as controllers, readers, NVR’s, cameras etc.

• Knowledge or experience of Travel technologies.

Work location: Hybrid - São Paulo