Service Excellence Technology Manager

Description Mission Statement: The Service excellence team is a part of the Common Shared Services organization and supports multiple functions (including Finance, SCM, HR Operations, and Trade Transport and Logistics amongst others). As the global technology program manager for CSS, you will be part of a dynamic team focused on enabling the CSS functions to deliver their services with greater efficiency and effectiveness. Your Responsibilities • Drive the non-enterprise technology strategy for the CSS organization, focusing on areas such as Automation, Analytics and Data Science, Knowledge Management and Customer Experience Surveys. • The strategy comprises development of the Technology landscape, • implementation approach for the technologies across different functions and, • The governance associated with the implementation. • This will be developed in collaboration with the IT Stakeholders. • Identify and Evaluate Technologies: • Research and identify the latest technologies and solutions that can be leveraged for the above-mentioned areas, keeping abreast of industry trends and emerging innovations. • Conduct thorough evaluations of potential technologies, assessing their suitability, scalability, and alignment with CSS requirements. • Vendor Engagement • Establish and nurture relationships with technology vendors and solution providers. • Work closely with vendors to understand their offerings, assess their capabilities, and identify opportunities for collaboration or partnership to deliver innovative solutions for CSS. • Drive Proof-of-Concepts (POCs) and Proofs-of-Value (POVs): • Collaborate with IT teams and partner organizations within CSS to drive the execution of POCs and POVs. Present findings and recommendations to key stakeholders. • Technology Governance • Develop and implement a governance framework for the technologies identified as a part of the Service Excellence Technology Landscape. • The framework should be developed and implemented in partnership with the functional teams and the IT Stakeholders. • Drive implementation of the governance framework across, and in partnership with, the functional teams. • Collaborate with functional teams and IT teams to build a data-driven culture within CSS. • Identify and deploy relevant tools and technologies to enable advanced analytics, machine learning, and predictive modeling. • Work closely with IT teams to manage the demand for technology solutions, ensuring alignment with business objectives and priorities. • Monitor and evaluate the performance of implemented technology solutions, identifying areas for improvement and driving continuous enhancement initiatives. • Effectively communicate technology strategies, initiatives, and progress to various stakeholders, including senior executives, business leaders, and cross-functional teams. • Build strong relationships and collaborate with internal and external partners to ensure alignment and support for technology initiatives. Your Background: • Bachelor’s degree in computer science, Engineering, Information Technology, or a related field. • An education background in Data Science and Analytics, or Machine Learning from a reputed college/university. • 12 – 14 years of overall experience with some prior experience in a similar role, including • Hands-On experience with Robotic Process Automation, Intelligent Document Processing and Cognitive Automation. • Experience and understanding of Data Management, Data Science and Analytics. • Understanding of Machine Learning algorithms and prior experience in implementing the algorithms using Python. • Understanding of the latest AI solutions and methodology of implementation of those solutions within an enterprise environment. • Domain expertise in one or more of the CSS Functional areas (Finance, Supply Chain and HR). • Proven track record in identifying, evaluating, and implementing technology solutions within specific business units or departments. • Experience in engaging with technology vendors and managing vendor relationships. • Proficient in conducting proof-of-concepts (POCs) and proofs-of-value (POVs) to validate technology feasibility and effectiveness. • Excellent communication and stakeholder management skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders. • Strong analytical and problem-solving abilities, with a data-driven approach to decision-making. • Ability to manage technology demand, prioritize initiatives, and align them with business objectives. • Up-to-date knowledge of industry trends, emerging technologies, and best practices related to non-enterprise technologies. • Professional certifications in project management or relevant technology domains are a plus. • Excellent written and verbal communication skills