Rain Riva

Operational Management
• Manages the service acceptance process for the introduction of new services or changes and establishes a defined, stable BAU service.
• Monitors and controls service levels.
• Defines and reports on Service KPIs.
• Manages risks and issues for services.
• Manages escalations from the customer and supplier.
Service Ownership
• Has a deep understanding as a Service Owner of the responsible services.
• Acts as the escalation point for any process failures or exceptions for the services.
• Drives process improvement.
• Is responsible for identifying, prioritizing, and resolving service failures and deficiencies.
• Acts as an authority on the service where this is required by the process.
• Drives continuous improvement of services.
Service Provider Management
• Facilitate regular performance reviews, holding suppliers accountable for their part in successful service delivery.
• Identifies continuous improvement opportunities and drive performance and cost improvement from the service provider.
• Identifies and drives cost savings and efficiencies.
Change Management
• Identify together with colleagues and representatives the needs for change according to business requirements.
• Is the advocate for improvement and change.
• Manage internal customer/ stakeholder expectations and align to Unilever's global process model.
• Identify opportunities to improve understanding and adoption of the services and work with local IT teams and the business to develop and implement plans to address.
• Participate in transition and transformation projects.
General Management
• Accountable for performance appraisal, development, succession planning and people planning for their team.
Achievements:
• Successfully transitioned Print service from On-Prem server to Cloud (Google Cloud)