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IT&D Senior Manager, Service Delivery

City: Hyderabad

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Information Technology & Digital

In IT and D, you'll be a force for good, whether you're championing cyber security, defining how we harness the power of technology to improve our business, or working with data to guide the innovation of consumer loved products.

Working globally across functions, you'll own your projects and process from start to finish, with the influence and visibility to achieve what needs to be done. And if you're willing to bring your ideas to the table, you'll get the support and investment to make them happen.

Your potential will never be wasted. You'll get the space and support to take your development to the next level. Every day, there will be opportunities to learn from peers and leaders through working on exciting, varied projects with real impact. And because our work spans so many different businesses, from Research and Product Development to Sales, you'll keep learning exciting new approaches.

About the role

The IT&D Senior Manager, IT Service Delivery is accountable for the end-to-end service delivery, operational performance, and continual improvement of IT applications and services aligned to a defined Business Capability Stream (e.g. HR, Finance, ERP, Supply, Marketing, R&D) within a predominantly outsourced operating model.

This role acts as the single point of accountability for service outcomes, ensuring that strategic service providers deliver stable, resilient, secure, and business-aligned services that meet agreed SLAs, XLAs, and contractual commitments. The role serves as the primary business-facing IT partner, translating business priorities into operational requirements and orchestrating internal IT teams and multiple suppliers to deliver seamless, high-quality services.

Your responsibilities

1. End-to-End Service Accountability
• Own the end-to-end operational performance of all applications and services within the assigned capability stream, regardless of supplier or delivery tower.
• Act as the business-facing service owner, accountable for availability, reliability, performance, and user experience.
• Ensure services are operated as integrated end-to-end value streams, not disconnected vendor silos.

2. Supplier & SIAM-Oriented Service Orchestration
• Lead and govern strategic managed service providers, SaaS vendors, and system integrators delivering application and service support.
• Operate as part of a SIAM-style model, ensuring clear RACI, handoffs, and collaboration across multiple suppliers.
• Hold suppliers accountable for outcomes, not effort, including SLA performance, incident quality, proactive problem prevention, and continuous improvement.

3. Service Performance & Governance
• Define, manage, and continuously improve SLAs, XLAs and KPIs aligned to business priorities and critical business events.
• Ensure transparent, accurate, and meaningful reporting focused on:
o Business impact
o Service stability
o User experience
o Root cause and trend insights

4. Stakeholder & Business Relationship Management
• Serve as the primary IT service delivery partner for senior stakeholders within the aligned capability stream.
• Translate business demand, priorities, and pain points into service delivery objectives and supplier commitments.
• Proactively communicate service health, risks, and improvement actions using clear, business-focused language.
• Represent operational readiness, risk, and service impact in business governance forums.

5. Incident, Major Incident & Problem Management
• Ensure robust incident and major incident management across suppliers, including escalation, coordination, and communications.
• Drive Problem Management discipline across vendors, ensuring root causes are identified, recurring issues eliminated, and permanent fixes delivered.
• Hold suppliers accountable for preventable incidents and repeat failures.

6. Change, Release & Service Transition Oversight
• Govern supplier-led change and release activities to balance speed, stability, and risk.
• Accountable for service transition readiness for new systems, enhancements, or supplier changes, including:
o Support models
o Knowledge transfer
o Runbooks
o Monitoring and alerting
o Service desk enablement

7. Operational Risk, Resilience & Compliance
• Identify and manage service delivery risks across suppliers, including capacity, resilience, security, and compliance.
• Ensure services adhere to internal controls, audit requirements, and regulatory obligations.

8. Continual Improvement, Automation & Efficiency
• Use incident, problem, and performance data to prioritise improvement initiatives.
• Drive automation, simplification, and standardisation across suppliers to:
o Reduce manual effort
o Improve stability
o Lower run costs
o Enhance user experience

9. Financial & Contractual Management (Run Services)
• Manage run-state costs associated with the service portfolio, including vendor spend and support contracts.
• Ensure cost transparency and value-for-money from service providers.
• Support commercial governance, contract compliance, and service demand prioritisation.

The experience we're looking for

• Proven experience leading IT service delivery in an outsourced or SIAM-based environment.
• Strong expertise in ITIL-based service management (incident, problem, change, service transition, service level management).
• Demonstrated ability to manage multiple suppliers and drive end-to-end service outcomes.
• Strong stakeholder engagement skills with senior business leaders.
• Experience supporting large-scale enterprise platforms (e.g. SAP, Siebel, SuccessFactors, Oracle, Salesforce, PLM).
• Financial and vendor commercial management experience.
• Exposure to automation, observability, and modern operations practices (AIOps concepts).
• Deep hands-on experience with ServiceNow as the enterprise IT Service Management platform, including Incident, Problem, Change, Request, and Service Level Management.
• Understanding of ServiceNow CMDB, service mapping, and dependency modelling to enable true end-to-end service ownership.
• Experience defining and governing ITSM workflows, SLAs/XLAs, dashboards, and reporting within ServiceNow, and using ServiceNow data and insights to drive operational performance, problem reduction, and continual service improvement.

What Success Looks Like
• Stable, predictable services with minimal business disruption
• Suppliers operating as one integrated service ecosystem
• Reduced incident volumes and repeat issues
• Clear service ownership and accountability
• Improved business satisfaction and trust in IT delivery

The skills for success

Service Delivery, IT Operations, SIAM, ITIL

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.

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