About us
Diageo is the world's leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. With over 200 brands in 180 countries and a global network of entrepreneurial individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and create innovative experiences that bring people together to celebrate life.
About the function
Diageo Digital & Technology (DT) is a multi-functional, digital delivery function established to liberate and equip markets to deliver the Diageo's Strategic Priorities. This is achieved through:
• Putting our customers at the heart of delivery
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• World class end to end process execution
• Generating performance enhancing insights from data
• Providing CPG leading digital capabilities and solutions
• Responding to and embracing change
D&T plays a critical role in enabling Diageo's digital agenda through delivering our strategic priorities in many areas, including E-Commerce, Digital Marketing, Demand Sensing and Manufacturing Optimisation .
The Technology Engagement Team sits within the Enterprise Services team and the aim is to enable greater stability and security through a structured and consistent approach to delivering IT operations. The D&T Enterprise Services organisation is responsible for running a resilient and secure technology landscape at agreed service levels, at lowest cost, securely and compliantly, while improving performance.
The Technology Engagement team is responsible for ensuring that all services required at a Diageo site are delivered as agreed with continuous improvement and to deliver successful day to day business engagement.
The Technology Engagement Lead role is a business-facing role with a requirement for technical understanding, but more importantly, the ability to understand and communicate effectively with the business. The role ensure effective and efficient delivery of new tech deployments, ongoing service, support, stability and compliance across their markets.
Dimensions of the Role
The role will enable the delivery of D&T objectives with stakeholders across the geography.
The remit will cover Diageo Supply sites (Leven and Cameronbridge) and this role looks after the IT needs of circa 800 users. Many of our services are provided by IT suppliers so the role requires influencing and vendor management capabilities. There is limited need for hands on IT tasks, but a general knowledge of IT is advantageous. Building on the strategic decision to outsource, the role will drive excellent execution of IS Services by way of optimised processes and support from our IS outsource Partners (Wipro and DXC).
Main activities
- Work closely with the business and our service partners, to ensure quality delivery and availability of all IT services
- Promote IT awareness via relative events and continuous communication
- Management of local and global D&T partners (Wipro and DXC) that supporting Infrastructure to ensure services are delivered as per agreed SLAs
- Co-ordinate project activities with local service providers
- Achieve high level of customer satisfaction measured via annual employee satisfaction survey.
- Develops and maintains close & professional relationships with users and management team in order to advise and support them more efficiently
- Support training of end-users on tools and services and identifying where additional training is needed
- Maintain good understanding of Diageo D&T global direction & policies and apply consistently
- Act as a point of contact for business stakeholders within the market for D&T Services (in conjunction with Value Stream and Regional teams) and help to identify opportunities to improve D&T services supporting business needs within the global support model and framework.
- Build and maintain relationships within D&T function regionally and globally.
Leadership Responsibilities
He/she must have the ability to operate well in a demanding Technology Engagement role, providing reliable and consistent support for the business. He/she should be able to grasp business and technology problems and support their resolution with the business/partners as appropriate. Verbal and written communication skills are a must, given the often globally distributed nature of the work. A positive attitude must be adopted towards problem solving, with a generally service minded approach towards peers.
Top 3-5 Accountabilities
The primary accountability of this role is to ensure excellent delivery of D&T IT services for the sites and functions in scope:
- Ensure high standards of D&T Technology Engagement (end user experience of D&T tools, services and processes) are maintained across all markets within the region
- Communicate and enable transformational change across Leven and Cameronbridge
- Contribute to the D&T IT agenda as well as local and global IT projects as required.
- Establish a trusted face of D&T
Qualifications and Experience Required
- ITIL Foundation qualification advantageous
Experience
- An IT background is advantageous but not essential for this role.
- Ability to build and maintain successful relationships with business stakeholders, IT Partners and the wider IT community.
- Excellent communications skills with the ability to effectively communicate technical concepts, solutions in business language.
- Self-directed and focused.
- Business knowledge in IT process and service management applications advantageous
Technical Experience
- Understanding of basic network functionality of IP subnets, VLANS, network gateways, VPN, DHCP, DNS, WINS and basic firewall functionality preferred.
- Experience of manufacturing systems and processes.
- A basic understanding of network fundamentals.
Key Functional Capabilities
He/she must demonstrate the following functional capability levels:
- Builds and sustains relationship, Persuasive communication and advocacy
- Analytical thinking, Business requirements Analysis, Process design and evaluation
- Change management, Planning, Execution, Monitoring, Delivering through others