HR Service Management & Platform Governance Manager

Unilever is currently hiring for a HR Service Management & Platform Governance Manager

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

This role exists to own and strengthen HR Technology Service Management governance and platform management, ensuring reliable, scalable and well-governed HR tech services across Unilever.

The focus of the role is on Service Management core capabilities, including incident, problem, change, release, demand and vendor management — and on providing strong governance, transparency and operational control across HR technology platforms.

You will act as a central point of orchestration between HR, IT, vendors and business stakeholders, ensuring services are delivered in line with agreed SLAs, priorities, controls and service standards, while continuously improving service quality, stability and user experience.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

Service Management Governance

• Own and drive HR Technology Service Management governance, ensuring clear operating models, roles, decision forums, escalation paths and controls.
• Establish and maintain service standards, SLAs, KPIs and performance reporting across HR technology services.
• Lead service review cadences with internal teams and external vendors, ensuring transparency on performance, risks, issues and improvement actions.
• Ensure effective incident, problem, change and service request management, with appropriate prioritization, escalation and root cause resolution.

Platform & Service Operations Management

• Act as platform/service owner mindset for HR technology services, ensuring stability, resilience, compliance and scalability.
• Coordinate demand, releases, changes and enhancements, balancing BAU service stability with continuous improvement.
• Manage dependencies across platforms, integrations and upstream/downstream services.
• Ensure clear handovers between project delivery and BAU service operations.

Stakeholder & Vendor Management

• Serve as the primary interface between HR, IT, vendors and global teams for service related topics.
• Challenge and shape vendor delivery to ensure value realization, contractual compliance and service quality.
• Enable stakeholders to understand service constraints, trade-offs, risks and priorities through clear insights and data.

Continuous Improvement & Insights

• Use service data and operational insights to identify systemic issues, automation opportunities and process improvements.
• Drive consistency, standardization and simplification across HR technology services.
• Promote a user-centric service mindset, aligned to business criticality and employee experience.

WHAT YOU WILL NEED TO SUCCEED

Experiences & Qualifications

• Bachelor’s degree completed.
• Fluent in English and Portuguese, both written and spoken.
• Strong experience in Workday Technology Service Management, including governance, SLAs, incident/problem/change management, and service operations.
• Experience working across HR, IT and external vendors, operating in complex, multi-stakeholder environments.
• Solid understanding of platform-based service models and BAU operations for enterprise systems.
• Preferred qualifications:
  • Experience managing HR technology platforms and services
  • Familiarity with ITIL or similar Service Management frameworks.
  • Experience transitioning solutions from project mode into stable BAU service delivery.
  • Knowledge of large, global HR operating models and shared service environments.

Skills

• Strong analytical and problem-solving skills, with the ability to drive structured decisions and improvements.
• Proven ability to influence without authority and operate confidently in governance and escalation forums.

Leadership

• You are an inclusive motivator of people. Your team delivers with real passion, growing and learning from each other whilst delivering quick wins.
• You are still responsible for your own results and as a manager, you also need to motivate others to deliver with passion, creating an inclusive and engaging climate around you. You can balance challenges with support and coaching.

Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. 

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.