Manager, Service Operations (Delivery), Capability Management

Job Description

Job Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It Matter.

You manage the in-house operations in the Mondelēz International Digital Services Center to ensure impeccable service delivery that satisfies service level agreements and meets productivity and efficiency targets, emphasizing timely, accurate and complete transaction handling and excellent customer care.

How you will contribute

You will manage the employee services community in the service center and onshore in countries and manage the relationships between delivery teams and internal customers. To excel in this role, you will report on service-center performance and lead reviews with the functional leadership team and key stakeholders. In addition, you will contribute to global service management agenda and integrate our global scale using simplified and standardized processes and technologies. As part of this job, you will oversee the employee services center’s annual budget; handle local change requests and follow the global employee services governance framework to keep local documentation updated and compliant; manage suppliers delivering services for the processes; and identify service improvements to continuously improve the quality of the service provided. As a people leader, you will training employees and lead, coach, motivate, train and inspire direct reports to deliver the employee services agenda.

What you will bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• Managing people and relating well with all center colleagues
• Being a team player with demonstrated excellence in communication, interpersonal, and customer service skills
• Managing a shared service or BPO delivery center regionally in a global organization
• Managing vendor relationships
• Project management with experience managing large-scale projects
• Data analysis with a focus on accuracy and attention to detail
• Multi-tasking, problem solving and managing fluctuating workloads
• Building relationships, motivating, educating, and mentoring
• Taking initiative

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It Uniquely Yours.

You provide software and application knowledge to support implementation of the given solutions.

How you will contribute

You will ensure that delivered services are optimized to meet business demands and the service operations strategy, plan, measure, report and communicate service improvement initiatives, and serve as a consultant on issues and resolutions. You will also recommend actions that can be taken to optimize investments and benefits and to mitigate risks. This role will require you to identify suppliers, evaluate them, on-board new vendors, establish and run vendor governance; collaborate with management and follow-up on requisitions, purchase orders, invoices, and payments; work with project resources to provide design collateral and to configure software components so they are aligned with security policy and governance; and ensure adherence to development and configuration standards and processes.

What you will bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• Working collaboratively with multiple vendors
• Leading complex projects - project management
• Stakeholder management and influencing skills
• Managing infrastructure services delivery, support and excellence
• Working in global IT function with regional or global responsibilities in an environment like Mondelēz International
• Working with IT outsourcing providers using frameworks such as the IT Infrastructure Library
• Working with internal and external teams and leading when necessary

More about this role

What you need to know about this position:

You will oversee the planning, execution, and management of Mondelēz moving over to S4 HANA Project globally and specific to Concur Expense technical system integrations. Collaborate with internal and external teams to deploy optimal software and application solutions. Manage the S4 HANA Project Deliverables for multi regional rollouts

How you will contribute

1. Technical Proficiency:

• Manage Concur/SAP integrations, including business logic related to expense types, payment scenarios, and legal allowance processing.
• Oversee SAP Concur configurations, including group policies, audit rules, system alerts, and rates for allowances/tax/mileage.
• Support technical integration of Workday to Concur expense and travel management company data transfers.
• Review Concur release notes and assess opportunities for system upgrades.
• Manage changes impacting data integration through end-to-end systems.
• Ensure technical systems adhere to internal controls & data privacy and security requirements.
• Support implementation of new global credit card program hierarchies.
• Oversee end-to-end systems testing in impacted markets.
• Collaborate globally to evaluate the impact of legal entity changes.
• Evaluate internal change impacts to end-to-end process and third-party partners.
• Ensure continuity of end-to-end travel and expense systems and processes.
• Ensure internal databases are compliant with future SAP S4 Hana architecture.
• Review and remediate outbound payment processes to Citi impacted by SAP S4 Hana.
• Support changes to the North American Payroll platform and provider.
• Proficiency in AI for guidance prompt creation and usage within a business environment.

2. Operations:

• Provide input to travel and expense process controls.
• Oversee technical integration of expense payment files.
• Optimize global business data analysis and reporting requirements.
• Manage system integrations for Travel, Expense & Credit Card suite.
• Service management of project outputs with Accenture.

3. Adoption:

• Identify wider adoption opportunities.
• Assist with new country scoping and support the identification & development of suitable services for emerging markets.
• Support opportunities for new suppliers and products and their integration into the technical systems.

4. Policy & Compliance:

• Support the technical development and deployment of company policy enhancements.
• Utilize technology / data opportunities to enhance the end user Expense experience and help drive compliance.

What you will bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• 4-Year Degree in related field.
• 4-8 years of experience in large SAP ERP implementations across all SAP modules.
• At least two full SAP Concur Expense implementation cycles.
• Experience with Business Process Outsourcing (BPO) and Robotic Process Automation (RPA).
• Outstanding communication skills.
• Education/Certifications: SAP and SAP Concur latest solutions and technologies; AGILE; ITIL; PM, and other relevant certifications.
• Travel requirements: 10%

More about this role

• AI Proficiency: Proficiency in AI to enhance business processes, data analysis, and development of digital strategies.
• SAP Expertise: Expert knowledge of SAP ERP and SAP Concur modules and architecture, with good knowledge in modules such as SD, Credit and Claims Management, Logistics Execution, ATP, commercial master data, and analytics.
• ECC Experience: Hands-on experience with ECC (Error-Correcting Code Memory) in application and configuration, which is crucial for detecting and correcting data problems.
• Software Management: Experience in managing large-scale software and application services.
• Communication Skills: Strong communication and interpersonal skills, with fluency in English in both conversational and written form with the ability to coordinate and supervise the work of multiple workstreams running in parallel.
• Analytical Skills: Strong analytical and problem-solving skills.
• Technical Background: General technical background, understanding of integration and how different applications communicate with each other.
• Service Orientation: Process and service orientation.
• CPG Experience: Experience with CPG (Consumer Packaged Goods) business processes is a plus.

Within Country Relocation support available and for candidates voluntarily moving internationally some minimal support is offered through our Volunteer International Transfer Policy

Business Unit Summary

Mondelez India Foods Private Limited (formerly Cadbury India Ltd.) has been in India for over 70 years, making sure our mouth-watering and well-loved local and global brands such as Cadbury chocolates, Bournvita and Tang powdered beverages, Oreo and Cadbury Bournvita biscuits, and Halls and Cadbury Choclairs Gold candies get safely into our customers hands—and mouths. Headquartered in Mumbai, the company has more than 3,300 employees proudly working across sales offices in New Delhi, Mumbai, Kolkata and Chennai and in manufacturing facilities at Maharashtra, Madhya Pradesh, Himachal Pradesh and Andhra Pradesh, at our global Research & Development Technical Centre and Global Business Hub in Maharashtra and in a vast distribution network across the country. We are also proud to be recognised by Avatar as the Best Companies for Women in India in 2019 – the fourth time we’ve received this award.

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type

Regular

Service Operations (Delivery)

Global Business Services