Employee Experience Lead (Service Management) at Diageo

About the role

This role Handles end user experience of Digital & Technology services, directing end users to the appropriate service, Providers, Analyses and evaluates employee experience feedback with a continuous improvement approach, participates in Service Reviews with Central Teams to ensure providers are delivering the services required, identifying, and solving for continuous improvements, Maintains the Knowledge for all market specific Digital &Technology capabilities and services, maintains local application landscape roadmap in conjunction with Business Partner strategic roadmap, Identifies local business demand and feed through to Business Partner, Creates, Assesses and Handles changes related to local application, infrastructure and other elements, Employee cyber education with local Controls, Compliance &Ethics champions, Creates and Maintains IT Service Continuity Plan, Executes/ Invokes IT Service Continuity Plan as needed Manages Business as usual cost centers ensuring value optimization of Digital & Technology costs, Deliveries of technical or infrastructure projects that require local or regional involvement, Monitors / Administers the physical Environment where the Market Digital & Technology Infrastructure is located, including aspects like power, cooling and building management, Hands on Digital & Technology support of Executive meetings, senior leadership meetings, conferences, e.t.c.

Your Accountabilities

• Optimize Employee Experience & Establish a trusted face of D&T
• Create and maintain strong end user relationships by providing and handling IT support services across all applications deployed by D&T.
• Handle local and central IS Support partners (Accenture, Tricon, TCS, Ivy etc.) to deliver to established and committed Service Level Agreements (all vendor partners)
• Ensure Information Management & Security agenda is followed and compliant within D&T scope at the market level and aligned with all CARM metrics
• Handle local “hands & eyes” activity (Provision, Support (break fix, issue resolution) and maintain communications to the business
• Handle all D&T assets lifecycle (from purchase physical delivery till decommissioning (excluding software))
• Delivery of small, local Change Requests

Experience Required

• At least 5 years of progressive responsibilities in IS or an IS focused business area
• Training or knowledge of supported business domain areas.
• Knowledge or certification of ITIL processes
• Experience interpreting business requirements, recognizing impact on business processes, and making recommendations
• Validated capability in handling and delivering services (BPO and infrastructure).
• Validated capability to build and maintain good business relationships.
• Experience interpreting business requirements, recognizing impact on business processes, and making recommendations.
• Bachelor's degree or equivalent experience in a relevant field

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is in itself inclusive in nature, as it values everybody irrespective of background, gender, disability, religion or ethnicity.

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.

Character Is Everything

Worker Type :

Regular

Primary Location:

Lagos HQ