IT Service Delivery Administrator

Unilever is currently hiring forIT Service Delivery Administrator

Reports to: Consumer Business Partner Manager B&W PTAB and Pakistan

Scope: Local

Location: Karachi

Terms & Conditions: Full Time, Unilever Contract

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world. 

At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.

JOB PURPOSE

Unilever is the place where you can bring your purpose to life with the work that you do – creating a better business and a better world. If you are interested working closely with the business on IT initiatives, then this role is just for you!

We are seeking a detail-oriented and proactive IT Service Delivery Administrator to support the efficient and effective delivery of IT services. The successful candidate will play a key role in coordinating service delivery activities, maintaining documentation, and ensuring smooth communication between IT teams and end-users. The IT Service Delivery Administrator will contribute to the overall effectiveness of IT service delivery processes.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

Service Delivery Team Management:

• Manage the service delivery teams across geographies, to ensure accurate and timely fulfilment of user requests.

• Collaborate with relevant IT teams to ensure service request objectives are met.

Network Management Support:

• Assist in the management of IT incidents including networks by documenting details, tracking progress, and ensuring timely resolution.

• Collaborate with IT support teams to escalate and resolve complex network issues, ensuring 100% uptime.

Performance Metrics:

• Defining and tracking key performance indicators (KPIs) to assess the efficiency and effectiveness of service delivery.

Documentation and Records Management:

• Ensure the accurate maintenance of records of IT incidents, service requests, and resolutions using Service Now.

• Update and organize documentation related to IT service delivery processes, including procurement, vendor management, IT contracts, IT asset insurance and claims.

Communication and Coordination:

• Ensure smooth communication between end-users and IT support teams across Unilever Pakistan.

• Coordinate service delivery activities, ensuring timely responses to incidents and service requests.

User Support and Assistance:

• Lead the service delivery team that support the end-users through the IT service desk, addressing queries and escalating issues as needed.

• Assist in creating and updating knowledge base articles for common IT issues and bring awareness through effective communications.

Continuous Improvement:

• Contribute to the identification of areas for improvement in IT service delivery processes.

• Participate in initiatives aimed at enhancing the efficiency and effectiveness of service delivery.

WHAT YOU NEED TO SUCCEED

Experiences & Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field.

• Proven experience in IT service delivery administration or a similar role.

Skills

• Strong organizational and multitasking abilities.

• Excellent communication and interpersonal skills.

• Proficient in using IT service management tools.

• Familiarity with ITIL principles is a plus.

Leadership

• You are energized by delivering fantastic results. You are an example to others – both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.

• As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the Consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better.

• Critical SOL (Standards of Leadership) Behaviors

  • PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner’s mindset, using data and insight to make decisions.

  • PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.

  • CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.

  • PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.

  • AGILITY: Explores the world around them, continually learning and developing their skills.

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.