Descrição
Job Description:
Service Delivery Specialist - LAC
About us
From Arthur Guinness to Johnnie Walker, our business was founded on people of great character, and in 250 years, nothing’s changed. We’re the world’s leading premium alcohol company. Our brands are industry icons. And our success is thanks to the strength of our people, in every role. It’s why we trust them with our legacy. And it’s why we reward them with the career-defining opportunities that they deserve.
Our ambition is to create the best performing, most trusted and respected Consumer Products Company in the world. To achieve these, we need the world’s very best people.
Feel inspired? Then this may be the opportunity for you.
Context/Scope:
Diageo Digital & Technology (DT) is a multi-functional, digital delivery function established to liberate and equip markets to deliver the Diageo’s Strategic Priorities. This is achieved through:
- Putting our customers at the heart of delivery- World class end to end process execution- Generating performance enhancing insights from data- Providing CPG leading digital capabilities and solutions- Responding to and embracing change
D&T plays a critical role in enabling Diageo’s digital agenda through delivering our strategic priorities in many areas, including E-Commerce, Digital Marketing, Demand Sensing and Manufacturing Optimization.
The Application Service Delivery role sits within the Run team and the aim is to enable greater stability and security through a structured and consistent approach to delivering IT operations. The D&T Run organization is responsible for running a resilient and secure technology landscape at agreed service levels, at lowest cost, securely and compliantly, while improving performance.
This role is key to delivering the resilience and security that underpins the IS services available to the business by implementing control and compliance activities as well as ITIL process consistency.
Responsible to drive the activity and support the Business, Vendors and Support teams to ensure activity is delivered.
Diageo has a wealth of technologies available to its user base and this role will span all the markets in LAC region having global responsibility for technologies such as- Servers- Databases- Applications- Packaged software
Financial- Responsible for supporting the Cost Centre Management specialist to help collaborate closely with local vendors where local language is required to follow up on payments relating to local D&T spend.- Ensuring spend is within the approved budget for the year- Proactive identification of any opportunities and risks associated with the LAC relating to budgetMarket Complexity
Diageo’s operating environment spans all geographies and functions including touch points with business partners and Joint Ventures. This role has regional responsibility spanning a number of Applications / Services / Servers
Leadership Responsibilities-
- Lead and communicate/ influence effectively across many different cultures including outside company cultures and time zones- Identify continuous improvement initiatives and provide support and input to improvement projects- Diageo First - ability to see Diageo First perspective in prioritizing work and to communicate this with integrity.- Ensure that all services assigned to them are delivered as expected- Lead service reviews with vendor and source business feedback- Drive escalation resolutions with vendor, business and support teams- Drive resolution of incidents and proactive problem management with vendor and business-
- Support change management process with vendor and businessDrive disaster recovery testing with vendor, business and support teams- Support security related project roll outs with vendor, business and support teams- Support contract negotiations and renewals with EE, vendor, procurement and business- Support control evidence and compliance completion with vendor and business
Purpose of Role- Accountable for delivery of the Service Delivery activities assigned to them to support the LAC region- This will include as a minimum:
- Ownership of Local Apps-
- Application lifecycle management
- Looking for opportunities to automate/streamline activities
Reporting of critical metrics and risks
Liaison between Vendor and Transform Project team for security related project roll outs (Eg.OKTA, DASH..etc)- Top 3-5 Accountabilities
Controls
Perform control execution for the apps in their remit by working with sys admin / vendors and gathering evidence such as SOC report and process documents
Ensures appropriate evidence is retained in a centralized repository (as-needed)
Monitors processes through to completion, intensifying delinquent responses to ensure timely completion of cycles
Service Management and Support
Ensures process documentation playbook is kept up to date;
Identifies opportunities for improving the efficiency of the processes, driving automated and standardized solutions