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Supply Chain Service Delivery Manager - North America

Job ID:
Englewood Cliffs, NJ
Date posted:

Supply Chain Service Delivery Manager

Background & Purpose of the Job

iOps is a global transformation program which is fundamentally changing the way we run our operations to unlock growth and deliver superior Customer Experience. The program delivers business outcomes by transforming operational processes, leveraging technology and implementing a future-fit organization design.

The UniOps organization is rapidly deploying the new Integrated Operations (iOps) model consistently across the globe.  The transformational new way of working for all of Unilever’s markets based around the Run, Power, grow principle will see iOps as the operational engine for sustainably “Running” the business into the future. 

With three lead objectives (Enhance User Experience, Unlock value and Improve Efficiency, Capital and Controls) the iOps transformation both during implementation and then in the future-state “run” organization will rely on excellent execution of transforming current ways of working across all pillars (process, technology and organization) as we transition work and then continuously improving the performance management of day-to-day delivery at scale in partnership with our 3rd-party delivery-partners

The acceleration of iOps has bought forward the opportunity for this exciting role to lead the Performance for activities transitioning to our Partners.

This is a new role where the appointed leader will work with our NA iOps Team and selected Partners to deliver value across all customer operations activities with a high focus on the planning, logistics and order management pillars. They will focus on ensuring end to end processes, enabled by key technologies and ways of working across this eco-system to deliver value and better business outcomes.

This is an exciting opportunity to play a role in the North America iOps transformation and to ensure the successful role out and ongoing performance of iOps across the United States and Canada.  The successful individual will work closely with the NA iOps and Partner Teams for setting up, stabilizing, and running of the outsourced elements of the operations

Who You Are & What You’ll Do

This role will work closely with the NA iOps Pillar leads and selected Partners to drive future transformation work.  This includes:

Project Management and Operations 

  • Lead the set-up of North America activities with the Partner.  
  • Drive risk management of activities with the Partner, put in place mitigation plans and controls to ensure vertical ramp-up.  
  • Establish and drive KPIs and SLA measures that are fully representative of the operations and MCO’s perception of the services.  
  • Drive ContinuousImprovement in operationsthrough analytics and automations.  
  • Drive Third Party’s (3P) performance to ensure processes are aligned to Unilever ways of working and that Service Center and CPI/GPIs  (Service levels, cost savings, etc), SLAs (timeliness, accuracy), and Control targets are met.  
  • Accountable for a robust and fully functioning governance model - Transactional Alignment, Continuous Improvement, Monthly & Quarterly Performance Review meetings with the NA Team and Partner.  
  • Develop robust and effective business continuity plan.  

Talents, Team and Organization

  • Define and develop the L2 organization model for Customer Operations/Partner Teams  
  • Develop a high performing extended team who have a deep understanding of the processes and a high level of business intimacy with the market they support – this covers both direct reports and those in the 3rd party partners as part of his/her extended team. 

What You’ll Need To Succeed

  • Bachelors Degree Required

  • 6+ years of relevant business/project management experience that includes holding people accountable (peers, leaders and external stakeholders) for delivery of E2E (end to end) processes

  • Strong business acumen and customer centric mindset

  • Demonstrable Agile mindset and capabilities

  • Ability to drive change

  • Team leadership experience

  • Ability to work effectively in both independent and diverse multi-task team environments 

  • Experienced in leading/working with virtual teams and driving performance across a diverse mixture of cultures. 

  • Strong English language skills written and spoken


  • Successful history of Business Partnering within or to North America

  • Understanding and excellent application of Analytical tools. Microsoft Excel & PowerPoint capability would be highly desirable

  • Operational experience in one or more process areas

  • Demonstrable capabilities in creating and managing strong senior relationships, including excellent presentation, influencing and communication skills

What We Can Offer You

Culture for Growth | Top Notch Employee Health & Well Being Benefits | Every Voice Matters | Global Reach | Unilever: Life | LinkedIn | Strategy | Unilever | Why work for Unilever | Careers at UnileverUnilever Global Website | Check Out Our Space

For office-based, Research & Development, and remote positions, proof of COVID-19 vaccination is required to be eligible for employment. Religious and/or medical accommodations will be considered on a case-by-case basis.


Unilever is an organization committed to diversity and inclusion 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.  For more information, please seeEqual Employment Opportunity Posters

Employment is subject to verification of pre-screening tests, which may include drug screening, background check, credit check and DMV check.

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at Please note: This email is reserved for individuals with disabilities in need of assistance and is not a means of inquiry about positions or application statuses.

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