Catia Navarro

Supports the Application Services Management Area in ensuring that the Service Providers deliver IT services (Application Support and Application Maintenance) in accordance with the agreed scope & service level agreement (SLA) for the given portfolio, in accordance with all applicable performance metrics, including CPIs, KPIs, ESR, user satisfaction targets, operating level agreements and underpinning contracts by: - tracking that Service Providers resolve incidents and issues in an efficient and effective manner - Ensure that service requests (SRs) are implemented according to the agreed SLA - Monitor system health parameters and take corrective actions as desired - Analyze and monitor suppliers’ performance against agreed service levels, publishes the results, and initiates remedial actions based on results - Deploys maintenance plans, covering backup, archiving, housekeeping, health checks, job runs, administration, etc. - Support in execution of strategy for operations and cost management of Legacy & Heritage applications in Americas Experience in: -IT service management, Service restoration, Service Introduction & Transition, Cost Management and budgeting - Able to draw on experience of working in large AM operations in global delivery model, IT innovation project delivery - Apply Release Management Knowledge and ITIL V3 Foundation - Business requirements and risks relating to either ERP and MIS - Application architecture and development relating to either ERP and MIS - External Industry and Third Parties in Unilever Other skills: - Quality Management - Document Management Techniques

Use relevant quality management or business improvement techniques and the ITIL 7 step continual improvement process to review, initiate and monitor improvement programmes. Provide advice and guidance on the development, documentation and application of standards, procedures and other quality managed processes. Review new or amended standards, procedures and other processes, checking for compliance against the quality system, and external standards where appropriate, allowing for variations due to circumstances. Carry out assignments of an investigative nature into the quality aspects of any type of development project or service delivery function. - Provide guidance on the interpretation of relevant national and international standards (e.g. SOX), with respect to the quality system. Co-ordinate the corrective action required following an external quality audit. Co-ordinate and facilitate process improvement teams and other continuous improvement mechanisms. Establish an understanding of business aims and facilitate development of alternative processes to achieve them. Assess the risks, costs and potential benefits of alternative business process designs. Help establish requirements for the implementation of changes in business processes. Capability to continuously improve the key performance indicators of the Problem Management process. Capable of dealing with conflicting priorities within the group between analyzing problems and other tasks. Detailed knowledge about all service infrastructures used to provide the service(s) for which the problem coordinator is responsible. Relentlessly strives for structural improvements rather than quick fixes. Detailed understanding of the service management processes. Detailed understanding of the Problem Management procedures. Capability to use the service management application to fulfill the role of problem coordinator.

Use relevant quality management or business improvement techniques and the ITIL 7 step continual improvement process to review, initiate and monitor improvement programmes. Provide advice and guidance on the development, documentation and application of standards, procedures and other quality managed processes. Review new or amended standards, procedures and other processes, checking for compliance against the quality system, and external standards where appropriate, allowing for variations due to circumstances. Carry out assignments of an investigative nature into the quality aspects of any type of development project or service delivery function. - Provide guidance on the interpretation of relevant national and international standards (e.g. SOX), with respect to the quality system. Co-ordinate the corrective action required following an external quality audit. Co-ordinate and facilitate process improvement teams and other continuous improvement mechanisms. Establish an understanding of business aims and facilitate development of alternative processes to achieve them. Assess the risks, costs and potential benefits of alternative business process designs. Help establish requirements for the implementation of changes in business processes. Capability to continuously improve the key performance indicators of the Problem Management process. Capable of dealing with conflicting priorities within the group between analyzing problems and other tasks. Detailed knowledge about all service infrastructures used to provide the service(s) for which the problem coordinator is responsible. Relentlessly strives for structural improvements rather than quick fixes. Detailed understanding of the service management processes. Detailed understanding of the Problem Management procedures. Capability to use the service management application to fulfill the role of problem coordinator.