Life tastes better with ice cream
With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry.
We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference.
What truly sets us apart is how we work.
We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done.
We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.
The role
We are seeking an experienced and strategic technology leader with proven expertise in Cloud Infrastructure, Enterprise Networking, Digital Workplace, End User Computing (EUC), IT Service Management (ITSM), AIOps, Automation, and Observability to drive large-scale digital transformations and operational excellence. The ideal candidate will have a strong track record of shaping technology strategy, leading complex global programs, delivering resilient and cost-effective services, and translating business requirements into scalable technical solutions. Success in this role requires exceptional stakeholder management, cross-functional collaboration, change leadership, and a data-driven approach to enhancing service quality, operational resilience, intelligent automation, and business growth.
What you'll be responsible for
- The Technology Platforms Director is a senior leadership role responsible for overseeing the entire Cloud Infrastructure Services, Networking, End User Compute Devices, Digital Workplace, IT Service Management and Observability Platform solutions of the organisation, ensuring the stability, security, and scalability of all IT systems and services. This role involves strategic planning, design, delivery and ongoing managemnt to support the organisation’s goals and objectives.
- Strategic Planning:
- Develop and implement the Technology Platforms department strategy aligned with the TMICC organisation’s business objectives
- Team Leadership:
- Build and lead a high-performing team of IT professionals
- Foster a culture of collaboration, continuous learning, and innovation within the team and the partner ecosystem
- Lead, mentor, and manage the team, fostering a culture of excellence and continuous improvement
- Project Management:
- Work with the selected strategic partner to ensure the plans for exit of the Unilever Transitional Service Agreement are executed on time and result in service stability
- Oversee projects from conception to completion, ensuring they are delivered on time, within scope, and budget
- Performance and Service Management:
- Ensure the reliability, performance, and security of all IT systems and services
- Ensure the reliability and performance of all end user services
- Establish a Command Centre/Observability Platform with AIOps at its core, ensuring that every process, decision and service is informed by intelligent automation and data driven insight
- Implement and operate ServiceNow, ITIL 4 disciplines and a VirtualAssistant
- Disaster Recovery: Collaborate with TMICC Cyber team to develop and maintain disaster recovery plans to ensure business continuity in case of system failures or other emergencies.
- Vendor Management:
- Manage relationships with external vendors and service providers to ensure high-quality service delivery at optimal cost
- Budget Management/FinOps:
- Develop and manage the Technology Platforms budget, ensuring cost-effective solutions and resource allocation
- Critically evaluate and approve financial investments in new solutions, upgrades, and ongoing maintenance
- Track and report on the financial performance of all initiatives
- Build FinOps capabilities
- Compliance and Security:
- Ensure all Solutions and Services comply with relevant regulations and security standards
- Work closely with Enterprise Architect and Cybersecurity teams to define security standards and control
- Innovation and future readiness:
- Stay current with the latest technology trends and innovations to ensure TMICC’s Infrasrtucture IT Service Management practices remain innovative, efficient, leveraging new capabilities and driving continuous improvement
- Monitoring and Governance of the overall Run of the Unilever Transition Services Agreement
- Act as the overall point of escalation for any service issues for end users and infrastructure services
- Ensure TSA obligations are fulfilled and service levels maintainedAct as the primary point of contact between GBS Careline teams (Captive and/or 3PSP) and markets within the region (BU). Act as an additional layer of supervision of work performed by 3rd party vendor for daily services.
- Serve as the escalation point for operational risks, delays, or service failures, and coordinate crisis management, ensuring timely resolution and transparent communication.
- Ensure Careline operations consistently follow TMICC global standards, processes, tools, timelines, communications, validating consistent implementation across the region.
- Monitor and govern region-level Careline operations performance using dashboards and reports, ensuring service delivery meets agreed SLAs, KPIs, and quality standards.
- Identify trends, risks, and root causes of underperformance, drive corrective actions, and promote continuous improvement across the region.
- Support markets during transitions, onboarding, and operating model changes, ensuring awareness, readiness, and alignment between the operations and local market requirements.
- Hold accountability for region-level budget governance, including vendor cost tracking, volume forecasting alignment, and identification of cost optimization opportunities.
- Manage stakeholder relationships across internal teams (Marketing, Legal, Supply Chain, Quality) and external partners, ensuring alignment on priorities, timelines, and deliverables at the regional level.
We're looking for someone who
- Practical experience in Consumer or Customer Engagement operations, with understanding of customer care processes, performance KPIs, and quality standards.
- Exposure to governance, coordination, or oversight roles within GBS, shared services, BPO, or complex multi market environment
- Team Manager experience in supervising team members (direct or 3rd party BPO).
- Ability to work across multiple countries or markets, supporting alignment with global standards, processes, and timelines.
- Experience supporting or coordinating transitions, operating model changes, or transformations, with a strong understanding of readiness, governance, and escalation.
- Strong analytical skills, with the ability to review performance dashboards, identify trends and risks, and drive follow up actions through stakeholders.
- Excellent stakeholder management and communication skills, combined with a high ownership mindset and confidence to challenge and escalate where required.
What you'll get
Alongside meaningful work and strong development, we offer a reward package that typically includes
- Market-competitive pay and performance related rewards
- Flexible ways of working
- Support for health, wellbeing and life outside of work
- Time off to rest and recharge
- Ongoing learning and development opportunities
- Specific benefits vary by location
#TMICC
Why join us?
This is a place for people who are passionate about ice cream and are growth obsessed - both for the business and for themselves. People who act like an owner and drive our business end-to-end. People who are driven by success to deliver more than we ever thought we could!
You’ll thrive here if you value an inclusive culture, with low ego and hierarchy - and if you’re excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.
- Roles with real accountability and visible impact
- Free to move fast, experiment and challenge how things are done
- Continuous learning and development as the business grows
- Reward linked to performance and contribution.
Your career here is shaped by what you deliver, as you work across functions and markets and grow with the business.
Ready to build the future of Ice Cream?
If this sounds like the place where you'd thrive, we'd love to hear from you. Apply online and share your CV. We'll review your application and be in touch with the next steps.
If you are an individual with a disability and require assistance at any time during our recruitment process, please let your Talent Acquisition Partner know.
Additional information
The Magnum Ice Cream Company is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.
