Disaster Recovery:

• Collaborate with TMICC Cyber team to develop and maintain disaster recovery plans to ensure business continuity in case of system failures or other emergencies.

Vendor Management:

• Manage relationships with external vendors and service providers to ensure high-quality service delivery at optimal cost

Budget Management/FinOps:

• Develop and manage the Technology Platforms budget, ensuring cost-effective solutions and resource allocation
• Critically evaluate and approve financial investments in new solutions, upgrades, and ongoing maintenance
• Track and report on the financial performance of all initiatives
• Build FinOps capabilities

Compliance and Security:

• Ensure all Solutions and Services comply with relevant regulations and security standards
• Work closely with Enterprise Architect and Cybersecurity teams to define security standards and control

Innovation and future readiness:

• Stay current with the latest technology trends and innovations to ensure TMICC’s Infrastructure IT Service Management practices remain innovative, efficient, leveraging new capabilities and driving continuous improvement
• Monitoring and Governance of the overall Run of the Unilever Transition Services Agreement
• Act as the overall point of escalation for any service issues for end users and infrastructure services
• Ensure TSA obligations are fulfilled and service levels maintained Act as the primary point of contact between GBS Careline teams (Captive and/or 3PSP) and markets within the region (BU). Act as an additional layer of supervision of work performed by 3rd party vendor for daily services. Serve as the escalation point for operational risks, delays, or service failures, and coordinate crisis management, ensuring timely resolution and transparent communication. Ensure Careline operations consistently follow TMICC global standards, processes, tools, timelines, communications, validating consistent implementation across the region. Monitor and govern region-level Careline operations performance using dashboards and reports, ensuring service delivery meets agreed SLAs, KPIs, and quality standards. Identify trends, risks, and root causes of underperformance, drive corrective actions, and promote continuous improvement across the region. Support markets during transitions, onboarding, and operating model changes, ensuring awareness, readiness, and alignment between the operations and local market requirements. Hold accountability for region-level budget governance, including vendor cost tracking, volume forecasting alignment, and identification of cost optimization opportunities. Manage stakeholder relationships across internal teams (Marketing, Legal, Supply Chain, Quality) and external partners, ensuring alignment on priorities, timelines, and deliverables at the regional level.

We're Looking For Someone Who

• Practical experience in Consumer or Customer Engagement operations, with understanding of customer care processes, performance KPIs, and quality standards.
• Exposure to governance, coordination, or oversight roles within GBS, shared services, BPO, or complex multi market environment
• Team Manager experience in supervising team members (direct or 3rd party BPO).
• Ability to work across multiple countries or markets, supporting alignment with global standards, processes, and timelines.
• Experience supporting or coordinating transitions, operating model changes, or transformations, with a strong understanding of readiness, governance, and escalation.
• Strong analytical skills, with the ability to review performance dashboards, identify trends and risks, and drive follow up actions through stakeholders.
• Excellent stakeholder management and communication skills, combined with a high ownership mindset and confidence to challenge and escalate where required.

What You'll Get

Alongside meaningful work and strong development, we offer a reward package that typically includes

• Market-competitive pay and performance related rewards
• Flexible ways of working
• Support for health, wellbeing and life outside of work
• Time off to rest and recharge
• Ongoing learning and development opportunities
• Specific benefits vary by location

#TMICC

Why join us?

This is a place for people who are passionate about ice cream and are growth obsessed - both for the business and for themselves. People who act like an owner and drive our business end-to-end. People who are driven by success to deliver more than we ever thought we could!

You’ll thrive here if you value an inclusive culture, with low ego and hierarchy - and if you’re excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.

• Roles with real accountability and visible impact
• Free to move fast, experiment and challenge how things are done
• Continuous learning and development as the business grows
• Reward linked to performance and contribution.

Your career here is shaped by what you deliver, as you work across functions and markets and grow with the business.

Ready to build the future of Ice Cream?

If this sounds like the place where you'd thrive, we'd love to hear from you. Apply online and share your CV. We'll review your application and be in touch with the next steps.

If you are an individual with a disability and require assistance at any time during our recruitment process, please let your Talent Acquisition Partner know.

Additional Information

The Magnum Ice Cream Company is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.