Products Research Testing, IT Service Delivery and Success Manager

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Job Description

The Service Delivery/Success Manager who will be responsible for driving productivity and innovation in the Product Research Testing (PRT) department. The focus of the role is to streamline solutions, platforms, and equipment to support day-to-day operations and enable continuous improvement for the in-context research/learning facilities.

The in-context team works with consumer product research testing across various brand categories to better tailor brands for consumers usage and improve product testing quality and efficiency. The Service Delivery/Success Manager will collaborate with internal and external teams, gaining a deep understanding of the work done by the Product Research Testing team, their fast-learning cycle solutions, and the tools they use for in-context learning.

The main responsibilities of the role include finding opportunities to drive productivity and innovation through the use of appropriate technical infrastructure, technology, and support models. The Service Delivery/Success Manager will work closely with the Service Manager and a cross-functional team consisting of experts in Research, other service lines, Information Technology (IT), Purchasing, and external partners supporting the platforms and services.

The position requires a hands-on approach, with the Service Delivery/Success Manager taking a leadership role in coordinating the various elements that support the service. The role requires technical mastery and a service-oriented attitude to support, enable, and drive continuous improvement and innovation within the Product Research Testing department.

Responsibilities:

• Establish and maintain relationships with key collaborators and External partners to enable fast collaboration and issue resolution. You will be the liaison between the PRT team and other support functions and/or third parties.
• Learn and understand Product Research Testing processes and solutions to proactively identify difficulties and areas of opportunity and enable to right solution/capability to address those areas of friction and enable faster learning
• Provide Governance consultation to ensure all sites/portals/processes/equipment are 100% follows company’s policy
• Benchmark internally and externally on technology/capabilities to drive innovation and accelerate learning
• Answer adhoc questions and provide consultancy to the team. Questions could be related (but not limited) to devices, technology, support, vendor management, governance, and compliance.
• Drive a scaled, self-sustaining, technical support model across all in-context learning facilities
• Problem management: review incidents/critical issues and work with the right internal  or external partner to resolve it and put a plan in place to prevent it in the future

Job Qualifications

Required

• Bachelor's Degree in Business Management or related field
• IT Project management: SCRUM, Agile, DevOps knowledge and ability to apply fundamentals of project management to keep work on track against dimensions of scope, cost and schedule.
• Understanding of PC/Server infrastructure, ITIL work processes, and cyber security mitigation.   
• Knowledge of networks, application management, process controls and PC/Instrument interfaces an asset.  
• Strong written and verbal communication skills: ability to communicate, network and foster positive and collaborative connections.
• Application Management (e.g. Application Life Cycle Management, Application Integration, UX, Application Governance) experience is needed.

Preferred

• Knowledge or experience in Consumer Research and/or supporting R&D is a plus.

Compensation for roles at P&G varies depending on a wide array of non-discriminatory factors including but not limited to the specific office location, role, degree/credentials, relevant skill set, and level of relevant experience. At P&G compensation decisions are dependent on the facts and circumstances of each case. Total rewards at P&G include salary + bonus (if applicable) + benefits.  Your recruiter may be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the hiring process.

We are committed to providing equal opportunities in employment. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Immigration Sponsorship is not available for this role. For more information regarding who is eligible for hire at P&G along with other work authorization FAQ’s, please click HERE.

Procter & Gamble participates in e-verify as required by law.

Qualified individuals will not be disadvantaged based on being unemployed.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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