Manager, Service Operations (Delivery), Capability Management

Job Description
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Matter.
You work in Mondelēz International Digital Services to lead in the development of tools, frameworks and skills that ensure the effective delivery of the experience strategy for a specific process area (which could be in sales, finance, marketing, customer service and logistics, procurement, HR, etc.). You also work with other service operations employees to ensure they are using processes and tools to ensure an impeccable customer experience.
How you will contribute
As a subject matter expert (SME) for processes in your area, you will provide input to capability-building materials and toolkits to ensure adherence to defined processes and to identify opportunities for the development of standard tools, automation, digitization and application for processes in line with group priorities and strategy. In addition, you will monitor key performance indicators to ensure they are aligned to strategic objectives and provide feedback to develop global capability. In this role, you will also audit and manage change controls and keep track of issues and actions to ensure they are addressed on a timely basis. Working with other teams, you will manage issue escalations. As an SME, you not only understand, but keep abreast of industry-wide best practices in your area.
What you will bring
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• Your process area or capability
• Knowledge cascading including training others and creating process documentation (for example, standard operating procedures)
• Key performance indicator reporting
• Project management
• Stakeholder management
• Good communicating and interpersonal skill with judgment and decision-making capability and the ability to articulate ideas, actively listen, and read non-verbal communication
• Engaging, inspiring, and influencing people
• Analyzing and synthesizing ideas to draw objective conclusions and to write concise reports

Purpose of the Role
This role will support the enterprise-wide roll-out of the DocuSign Contract Lifecycle Management (CLM) system and will act as Go-To person for functionality questions as well as functionality trainings.
The role holder will need to be an expert of CLM systems, and all functionalities associated to the relevant system and its API's. It will be required for the role incumbent to run reports from the CLM system and drive Continuous Improvements, efficiency and any other benefits for the functions utilizing the CLM system.
On a periodic basis the role holder will have to run trainings to ensure increased adoption of the CLM system.
Main Responsibilities

• Go To person for any technology & functionality question on CLM.
• Hold trainings on a periodic basic.
• Support Operational Governance with outsourced Support Partner (HCL).
• Support the enterprise wide roll-out of DocuSign CLM, mostly across Sales.
• Project Manage some of the migrations & roll-outs across functions / regions / BU's.
• Go To person to assist the Contract Management Office (CMO) and assisting Buyers / Sales reps to raise legal contracts in CLM.

Experiences Required & Role Implications

• Significant technology expertise in Contract Lifecycle Management (CLM) systems (DocuSign preferred, but also iCertis, Zykus, etc).
• 4-5 years Industry/technology expertise allowing to quickly build technology API/linkages from various infrastructure technologies into our CLM system.
• Savvy communication skills to ensure implementation roll-out to MDLZ functions are supported across all stakeholders through adequate communication.
• Project Management expertise to support CLM roll-out with project management background.
• Influencer & technology savviness.

Functional Competency

• CLM Technology Expertise, good understanding of what a contract repository can drive.
• AI expertise, having interacted with AI models & tools.
• Project management skills.

Within Country Relocation support available and for candidates voluntarily moving internationally some minimal support is offered through our Volunteer International Transfer Policy
Business Unit Summary
At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.
We have a rich portfolio of strong brands globally and locally including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.
Our 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world. Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen-and happen fast.
Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Job Type
Regular
Service Operations (Delivery)
Global Business Services