IT Manager - BP to Customer Operations, Finance & HR

Job Title: IT Manager – BP to Customer Operations, Make, Finance and HR

Function: Information Technology

Reports to: METSA IC CIO

Scope: Local

Location: India - Mumbai

Terms & Conditions: Full-time

CATEGORY/FUNCTION INTRODUCTION

You will be a vital member of the IT team, overseeing technology and platform adaptations for the entire business in India. Your role will revolve around the management of business functions, encompassing projects and platforms aimed at enhancing end-to-end customer operations, commercial experience, people experience and aligning with the strategic roadmap across the digital ecosystem. Reporting directly to the METSA IC CIO, you will collaborate closely with Customer Service, Logistics, Warehouse, Factory, Finance and HR teams, gaining insights into their strategic vision to effectively deliver global and local initiatives in India.

Your responsibilities include proactive management of the demand pipeline by collecting and evaluating requests from business teams. Working in close collaboration with global IT platform owners and vendors, you will ensure the successful delivery of these initiatives. Additionally, you are entrusted with value protection, requiring the effective management and support of existing platforms and assets.

Your commitment to value creation and protection is crucial, as you play a pivotal role in maintaining the seamless operation of platforms, fostering a robust experience, and contributing to the overall success of the organization in the region.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Proactive management of the demand pipeline by collecting and evaluating requests from business teams.
• Foster strong relationships with key stakeholders, ensuring alignment with business objectives and IT strategies.
• Foster strong relationships with global IT platform owners and their teams to ensure the technical capabilities for Customer Operations, Factories, People and Commercial Experience are delivered & sustained.
• Collaborate with internal and external partners to identify opportunities for technology-driven improvements.
• Lead cross-functional teams in the successful planning, execution, and completion of technology projects.
• Monitor project timelines, budgets and resources, ensuring adherence to organizational standards.
• Stay informed about industry trends, emerging technologies and best practices to recommend innovative solutions.
• Identify areas for process improvement and efficiency gains within the IT and business operations.
• Assess potential risks associated with technology implementations and develop mitigation strategies.
• Implement robust security measures to safeguard digital assets and customer information.
• Establish and enforce quality assurance processes to ensure the reliability and performance of digital platforms.
• Conduct regular audits and assessments to maintain high standards of service delivery.
• Collaborate with third-party vendors and service providers, ensuring contractual obligations are met.
• Evaluate and select vendors based on performance, cost-effectiveness and alignment with organizational goals.

WHAT YOU WILL NEED TO SUCCEED

Experiences & Qualifications

• Bachelor’s degree in information technology, Computer Science, Business or a related field.
• Strong verbal communication skills in English, enabling effective collaboration and engagement with both technical and non-technical audiences.
• Proven experience in a relevant role, demonstrating progressively increasing responsibilities and leadership.
• Strong project management skills with a track record of successfully leading and delivering IT projects on time and within budget.
• Familiarity with project management methodologies and tools.
• Ability to collaborate effectively with cross-functional teams, including Customer Service, Logistics, Warehouse, and Factory teams.
• Excellent interpersonal and communication skills to facilitate cooperation and understanding across diverse teams.
• Demonstrated ability to understand and align IT strategies with broader business objectives.
• Proven experience in contributing to the development and execution of strategic roadmaps.
• Strong analytical and problem-solving skills with the ability to assess complex situations and propose effective solutions.
• Experience in identifying and mitigating risks associated with technology implementations.
• Previous experience in leading and motivating cross-functional teams.
• Ability to provide clear direction, set priorities and foster a collaborative team culture.
• Experience in managing relationships with third-party vendors and service providers.
• Knowledge of vendor selection, contract negotiation and performance evaluation.
• Familiarity with a variety of technologies, platforms and digital ecosystems.
• Understanding of digital platforms, IT infrastructure and emerging technologies.
• Commitment to staying abreast of industry trends, best practices and emerging technologies.
• Willingness to engage in ongoing professional development.
• Excellent written and verbal communication skills.
• Ability to convey technical information to non-technical stakeholders.
• Strong customer-centric mindset with a focus on delivering exceptional end-to-end customer experiences.
• Ability to translate customer needs into technology solutions.

Skills

• Leadership
• Communication
• Collaboration
• Project Management
• IT Strategy
• Problem Solving

Leadership

• You are energized by delivering fantastic results. You are an example to others – both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.
• As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the Consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better.

Critical SOL (Standards of Leadership) Behaviours

• PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner’s mindset, using data and insight to make decisions.
• PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.
• CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.
• PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.
• AGILITY: Explores the world around them, continually learning and developing their skills.