Regional Service Analyst

2 semanas atrás

Sao Paulo, Brasil Unilever Tempo inteiro

**Regional Service Analyst (IT)**

Main Purpose of the Job

The role is critical to support the day-to-day operational management of global communication services **within a grouping of countries **in line with established service levels and user expectations, whether provided by a third party or in house. A key part of the role is to support the Global and Regional Service Managers in the development of a continuous programme of improvement that will both modernize and improve operational management across communication services.

Main responsibilities
- Supports all aspects of service operations, continuous improvement, service demand & portfolio management of service related demand, the user experience, service KPI and service reporting taking into account a need to make the delivery of telecommunication services a more agile, ‘consumer like’ and commodity product.
- Delivery of policy, process, roadmaps, KPI, governance, tooling and other frameworks in order to ensure delivery of the role’s global accountabilities as set out above. Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained.
- Promotes the adoption of increasingly proactive, ‘consumer like’ and ‘social media based’ Service Management practices. Proactively initiate improvements to processes by changing & modernizing approaches and working practices, typically using recognised models keeping in mind inputs from audit, risk management, the user experience, platform requirements and best practices from across industry and the consumer world.
- At a regional level, holds third party service providers and other internal teams accountable in the resolution of operational issues in line with business need and SLA adherence.
- At a regional level, ensures relevant operational KPI are met.
- Ensure where appropriate, Service Acceptance Criteria are met prior to services transitioning into the live production environment.
- Acts as an escalation point of contact for services related matters, ensuring that all communications between Suppliers and Unilever take place effectively, efficiently and in a timely manner.
- Foster close relationships across Infrastructure Services, Geography & Platform Teams to ensure tight integration and harmonious ways of working as part of the wider operating model.

**Requirements**:

- Complete Graduation
- Advanced English (mandatory)
- Proven experience with Service Management and has a passion for improving the user experience.
- Proven experience working with ITIL
- Has worked previously with Telecom (desirable)

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