Commercial IT Service Delivery Manager

Role Overview

Commercial IT Service Delivery Manager is responsible to support existing commercial solutions and drive and execute digital initiatives for commercial functions on time, on budget to meet business requirements. Be product owner of commercial solutions, govern operation and change deployment with strategic vendor governance.

Key Responsibilities

• Responsible for technology leadership, and operational governance over existing commercial solutions within Singapore, Malaysia and Brunei.
• Drive and execute group led/local digital initiative implementation for commercial function in agile and networked way with central of excellence head and team.
• Manage vendor to meet key performance indicators and agreed targets. Manages the operational relationships between vendors and ensure potential disputes or conflicts are raised and resolved.
• Act as product owner/champion, manage full product life cycle to ensure that customer/user needs are met and that financial and other targets are achieved.
• Ensure that service delivery meets agreed service levels. Negotiate service level requirements and agreed service levels with customers. Diagnose service delivery problem and initiates action to maintain or improve level of service.
• Lead and manage team of IT professionals. Conduct regular sessions, provide coaching and training to team members.
• Deploy digital solutions to enable transformation of commercial execution in market.
• RTM & Commercial Capabilities: Sales Force Automation – for Pre Seller, Supervisor and Modern Trade Sales Reps; DMS – Rollout of Distributor Management system to ensure full coverage of secondary sales operations; Route Optimization – deploy and leverage BIG route optimization tool to digitalize processes to create optimal routes for Sales force; Chatbots – leverage chatbots for digitizing field processes and communications.
• Winning @ Point of Sale: Deploy solutions to digitize in store digital solutions – Image Recognition tool for digital store audit; Connected Coolers and Cooler Maintenance platform .
• RGM & Analytics: Enable RGM and other Commercial Analytics covering SFE, Market Share & Audit, CDE, Sales, CTS etc. via enabling BIG Data Lake program to support business operations Market.
• Digital Commerce: Deploy B2B and other digital commerce solutions in line with BIG Digital Commerce strategy.
• Paperless Operations: Identify opportunities to reduce use of paper and digitize operational processes leveraging workflow engines, document management solutions, etc.
• Set vision and strategy for the leveraged use of technology in the above areas of technology expertise and drive the executive communication to present and influence partners in line with the defined vision.
• Create the roadmap and execute as a well-orchestrated and integrated digital program in market ensuring on time, on scope, on quality and on cost delivery.
• Establish and report KPIs to track solution health, adoption and customer satisfaction. Drive continuous improvement.

Requirements

• At least 6 years of progressive experience in sales and distribution technology (For eg: Sales Force Automation (SFA), Distribution Management Systems (DMS), Customer Relationship Management (CRM), and SAP Commercial solutions).
• Demonstrated ability to effectively manage business stakeholders and customer relationships, with a focus on delivering value and driving business outcomes.
• Proficiency in digital technologies, including mobile and web platforms, along with a deep understanding of enterprise solution needs and innovative solutions.
• In-depth knowledge of key industry trends within the Fast-Moving Consumer Goods (FMCG) sector, coupled with a keen awareness of emerging solutions and capabilities.
• Proven experience in developing strategic visions and providing technical leadership for commercial solutions strategy within a market context.
• Track record of success in technology implementation, strategic planning, and complex system integration, with a demonstrated ability to articulate and communicate technology strategies effectively to business stakeholders.

Our Purpose and Growth Culture

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference.

We act with a growth mindset, take an expansive approach to what is possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company has continued to thrive for over 137 years.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.

Technical Leadership, Articulate, Mobile, sales force automation , Fmcg, Strategic Planning, technology implementation , Customer Relationship Management