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Business Central Support Lead

Our vision is to become a top three most respected Consumer Packaged Goods sales team and number one in the on trade in every market in which we operate. We believe we have a huge opportunity to ‘win bigger with customers’ by improving our sales capability and the quality of sales execution.

The Intouch suite of applications will enable this through a number of key processes and technologies worldwide. Notably:
Building sales force capability to consistently deliver with excellence
Delivering first class Quality and Contact Centre services
Becoming more accessible to our customers via online ordering channel
In addition to the Intouch suite of applications Diageo have a number of other sales technology initiatives being developed on the SFDC platform and a related reporting toolset ( Microstrategy). The full scope of these will be confirmed as these projects become ready for deployment and come into business as usual support.
Purpose of Role
• Ensure exceptional ongoing business as usual support for Intouch, covering system and process issues in all live markets in line with agreed SLA’s.
• Diagnose issues, understand changes requested and provide best practice Intouch information and training, ensuring all fixes are implemented by the appropriate party in line with SLA’s whilst maintaining communication with markets.
• Monitor process to ensure continual improvement and help track against the agreed support SLAs
• System administration and license management monitoring
Top 3-5 accountabilities
Diagnose / Resolve
• Accountable for diagnosing/understanding issues, questions or changes raised by live markets and taking the appropriate next steps in line with the global business and shared service processes to resolve or hand-off to appropriate application support team to resolve
• Ensure ongoing timely and concise communications and updates to the tickets/markets on the status of the incident.
• Conducting system administration functions
• Responsible for implementing approved market data and password changes within the system as applicable
Release Management
• Work with project/BAU teams for managing the tasks involved with the implementation of a product release/fix, ensuring all markets are clearly communicated to in terms of their responsibilities, timings etc.
• Responsible for conducting testing related to the release/fix as applicable
Measure/Monitor
• Responsible for generating the status reports required to monitor BAU for all live markets and measure Intouch support against the agreed SLAs.
• Monitor key themes for service improvement or issues & recommend appropriate actions.
• Provide information and data on support for the 3rd party service reviews and feedback from markets.
• Create a knowledge base for Intouch to ensure continuous improvements in the area of support and ongoing training and business process execution
New market deployments
• When new markets are deployed work with the deployment team to ensure a smooth transition from Go-Live to BAU by providing a period of extended care, joining calls and solving the initial issues or questions.
Qualifications and experience required
• Strong problem solving planning/ organizing, highly detail conscious
• Pro-active "solutioning" - anticipating potential issues within the support process and driving improvement in this area
• Working knowledge of CRM technologies e.g. Quofore, Salesforce.com etc. desirable
• Working knowledge of ITIL processes and incident management solutions e.g. Remedy desirable
• Great at working as part of a cohesive, integrated team. In particular strong communication skills as will be working across multiple regions
• Quick learner who exhibits resiliency and tenacity in the face of challenges
• Knowledge of sales processes and field sales processes an advantage

Business Central Support Lead