Senior Manager - Customer Service - IBP & Excellence Lead

Job Description :

About us:

With over 200 brands sold in nearly 180 countries, Diageo is home to some of the world’s most iconic drinks. From Johnnie Walker and Guinness to Tanqueray, Smirnoff and Don Julio, we craft brands chosen for life’s moments — from everyday connections to landmark celebrations.

Bring your talent, curiosity and ambition, and strive for your personal best alongside people who challenge, support and learn from each other. Together, as one outstanding team, we keep learning, improving and raising the bar for our brands, our business and each other.

Join us and play your part in making life’s moments mean a little more.

About the role:

• Supply Chain Transformation Projects Lead end-to-end technology and transformation projects across Planning, Logistics, and Customer Service.
• Identify business pain points and translate them into scalable technology and automation solutions.
• Drive multiple cross-functional initiatives simultaneously, ensuring delivery within scope, timelines, and expected business outcomes.
• Develop business cases, implementation roadmaps, and value realization plans for transformation initiatives.
• Digital Planning & Technology Enablement Support the implementation, enhancement, and optimization of Supply Chain Planning platforms such as o9, Kinaxis, SAP IBP, Anaplan, or similar tools.
• Collaborate with business users to improve planning processes, system capabilities, and user adoption.
• Recommend and implement digital solutions that enhance planning accuracy, operational efficiency, and customer service.
• AI, Automation & Innovation Identify opportunities to leverage Agentic AI, Generative AI, machine learning, and automation to transform supply chain processes.
• Design and develop AI-powered use cases that improve planner productivity, automate repetitive tasks, and enhance decision-making.
• Build or coordinate the development of intelligent assistants, plugins, workflows, and digital tools to solve business problems.
• Evaluate emerging technologies and recommend innovative solutions aligned with business priorities.
• Advanced Analytics & Process Improvement Analyze operational and planning data to identify trends, inefficiencies, and improvement opportunities.
• Apply analytical techniques to support decision-making and quantify business impact.
• Design KPI dashboards and digital reporting solutions that provide actionable insights.
• Drive continuous process improvement through automation, analytics, and technology.
• Technology & Vendor Management Evaluate technology vendors and digital solutions based on business requirements, technical fit, scalability, and return on investment.
• Partner with internal Technology teams and external implementation partners to ensure successful delivery of projects. Where appropriate, develop lightweight in-house tools, utilities, or prototypes to accelerate business outcomes.
• Manage implementation governance, testing, deployment, and post-implementation stabilization.

Functional Competencies: Supply Chain Planning Logistics & Customer Service Operations, Supply Chain Digital Transformation, Business Process Improvement Technology, Program Management, Advanced Analytics, AI & Automation Strategy, Vendor Evaluation & Management Product & Solution Design, Change Management, Business Case Development, Value Realization

Technical Competencies: o9 Solutions / Kinaxis / SAP IBP / Anaplan / Blue Yonder, SAP ERP Power BI SQL (preferred) Python (preferred) Data Analytics & Visualization API Integration Concepts Workflow Automation Platforms Low-code/No-code Development Agentic AI & Generative AI Platforms AI Assistants, Plugins & Workflow Development Microsoft Power Platform (desirable) Success Measures, Successful delivery of digital transformation projects, Business value realized through technology implementations. Reduction in manual effort through automation. Adoption and utilization of planning platforms AI use cases successfully deployed and scaled Improvement in planning efficiency and customer service KPIs Stakeholder satisfaction and project delivery performance. Vendor implementation success and ROI achievement. Number of innovative solutions deployed, and business impact delivered

About the Function:

Working with us Flexibility is key to our success. Talk to us about what flexibility means to you, so that you’re supported to manage your wellbeing and balance your priorities from day one. We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including:

Our purpose is crafting iconic drinks chosen for life’s moments. And it’s our people, with their different experiences, perspectives and talents, who make that possible.

We value diversity in its broadest sense and want everyone to feel they can belong, contribute and strive for their personal best. You’ll work alongside people with different backgrounds, experiences and perspectives — challenging, supporting and learning from one another as one outstanding team.

Together, we’re constantly learning and improving, combining the strength of our people, capabilities and iconic brands to raise the bar, grow and win. Wherever you join us, you’ll have the opportunity to contribute, make an impact and play your part in making life’s moments mean a little more.

Ready to bring your best? This could be your opportunity.

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.

Recruitment Scam Warning

Protecting candidates is very important to us. All communications regarding your application will come from an email address ending in @diageo.com. In our recruitment process, we'll never ask for money.

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