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User Experience Delivery Lead

Country United States
Function DBS
North America State/Province Illinois
Type of Job Employee
External Job Description

Context/Scope:
Diageo Business Services role responsible for ensuring services are delivered to the highest standards. Leveraging Central Service Delivery, driving service improvement and facilitating business needs. Proactively acting as service champion and conduit for new tech deployment, on-going service, support, stability and compliance.

Top Accountabilities:

Actively support deployment of up-to-date Infrastructure platform standards (laptops, network, VC, WiFi, etc) in the geography. Support and coordinate deployment of Diageo Workplace and Perfect Office techs and confirm appropriate service wrap is available to provide stable and reliable services.

Coordinate embedment and communications of technologies, services and security guidelines tp drive customer engagement and improving experience with services. This includes taking actions towards tech understanding, communication of use cases and championing use, so that employees are enabled to efficiently use techs to increase productivity, performance & collaboration under a secured environment

Support cost optimization in the delivery of services and enable market cost reduction leveraging available Diageo techs, ensuring simplification and rationalization of IT footprint. Own cost optimization and monitor cost implications of deployment of infrastructure and services, accountable for cost and financial management related to the geography and/or service.

Proactively engage with end users to identify and support on-going business needs, coordinate communications and events to keep them informed of service reviews, improvements plans, outages and techs available seeking to deliver a brilliant employee experience. Address employee service concerns and escalations from the tech and process perspective.

Manage delivery, maintenance and support of IT services by ensuring internal and 3rd party teams deliver services upon SLAs and Diageo Control framework. Provide local support to offshore teams in the delivery of services. This includes active participation in service reviews, improvement plans among other actions with Internal delivery teams and service partners.

Qualifications and Experience Required:

Bachelor’s degree or equivalent experience in a relevant field of IT operations

Approximate least 3-5 years in IT or an IT focused business area

Demonstrated experience in delivery of IT services under service framework (ITIL, COBIT).

Understanding of IT technologies interdependencies understanding infra technologies

Ability to work in a multisourcing environment under onshore, nearshore and offshore resource approaches.

Understanding of budget and cost centre management

English. Bilingual with Spanish or Portuguese would be a plus

Capable of operating with cross-functional teams in multiple geographies and timezones

Good communication skills and ability to connect / engage with employees and business functions

Key Factors to succeed

Ability to create effective relationships with key business stakeholders, service partners and global delivery teams. Must be a good communicator and demonstrate understanding of engagement and escalation processes.

Able to understand Diageo tech standards and roadmap, align deployment plans in the geography of central, regional or local projects. Adapt plans considering market/business needs.

Proactive customer centric approach to services: Boldness to deliver high quality services to employees, holding support teams accountable for delivery of services, corrective and improvement plans. Passion to ensure all services are delivered as per agreed quality standards.
External Job Title User Experience Delivery Lead
Town/City Plainfield / Norwalk

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