Own end-to-end IT employee experience quality across channels. Develop service quality strategy, establish QA processes and scorecards, audit third-party providers, govern vendors, configure service management tools, and drive continual service improvement across AI-assisted, self-service, chat, phone and ticket channels.
Job Description
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Uniquely Yours.
You provide software and application knowledge to support implementation of the given solutions.
How you will contribute
You will ensure that delivered services are optimized to meet business demands and the service operations strategy, plan, measure, report and communicate service improvement initiatives, and serve as a consultant on issues and resolutions. You will also recommend actions that can be taken to optimize investments and benefits and to mitigate risks. This role will require you to identify suppliers, evaluate them, on-board new vendors, establish and run vendor governance; collaborate with management and follow-up on requisitions, purchase orders, invoices, and payments; work with project resources to provide design collateral and to configure software components so they are aligned with security policy and governance; and ensure adherence to development and configuration standards and processes.
What you will bring
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:
More about this role
The role oversees the end-to-end quality of the IT employee experience across all support channels and touchpoints, extending beyond interaction-level quality assurance to service performance, process health, experience consistency, and the overall trustworthiness of the IT employee journey. It is pivotal in fostering a culture of evidence-based, end-to-end service excellence within the Workforce Experience product stream.
What you need to know about this position:
Key responsibilities include developing service quality strategy, establishing quality management processes across AI-assisted, self-service, chat, phone, and ticket-based channels, overseeing third-party providers and leading the design of quality scorecards and audit rubrics.
What extra ingredients you will bring:
Education / Certifications:
Job specific requirements:
Work schedule:
Working days : Sunday through Thursday
Working hours: 9:00 AM to 5:00 PM (Morning Shift) with 2 hours of flexibility
No Relocation support available
Business Unit Summary
Mondelēz International in the Middle East, North Africa and Pakistan serves the Middle East and Africa markets as well as Australia, New Zealand, the UK and Canada. Headquartered in Dubai, UAE, we have more than 2600 employees working across seven plants and six commercial offices; we make, bake, sell and deliver our products to customers. We are market leaders in key snacking categories with iconic global and local brands including Cadbury Dairy Milk chocolate, Milka, Oreo and belVita biscuits, Barni Cakes,Tang powdered beverage, Chiclets and Trident gum and Halls candy.
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
Software & Applications
Technology & Digital
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Uniquely Yours.
You provide software and application knowledge to support implementation of the given solutions.
How you will contribute
You will ensure that delivered services are optimized to meet business demands and the service operations strategy, plan, measure, report and communicate service improvement initiatives, and serve as a consultant on issues and resolutions. You will also recommend actions that can be taken to optimize investments and benefits and to mitigate risks. This role will require you to identify suppliers, evaluate them, on-board new vendors, establish and run vendor governance; collaborate with management and follow-up on requisitions, purchase orders, invoices, and payments; work with project resources to provide design collateral and to configure software components so they are aligned with security policy and governance; and ensure adherence to development and configuration standards and processes.
What you will bring
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:
- Working collaboratively with multiple vendors
- Leading complex projects - project management
- Stakeholder management and influencing skills
- Managing infrastructure services delivery, support and excellence
- Working in global IT function with regional or global responsibilities in an environment like Mondelēz International
- Working with IT outsourcing providers using frameworks such as the IT Infrastructure Library
- Working with internal and external teams and leading when necessary
More about this role
The role oversees the end-to-end quality of the IT employee experience across all support channels and touchpoints, extending beyond interaction-level quality assurance to service performance, process health, experience consistency, and the overall trustworthiness of the IT employee journey. It is pivotal in fostering a culture of evidence-based, end-to-end service excellence within the Workforce Experience product stream.
What you need to know about this position:
Key responsibilities include developing service quality strategy, establishing quality management processes across AI-assisted, self-service, chat, phone, and ticket-based channels, overseeing third-party providers and leading the design of quality scorecards and audit rubrics.
What extra ingredients you will bring:
- Demonstrated experience overseeing or coordinating with third-party service delivery teams
- Strong customer service orientation and personal interaction skills
- Proactive and positive mindset, outcome-focused
- Experience with Service Management tools (ServiceNow) and QA/audit tooling
- Proven ability to priorities and multi-task in a demanding, high-volume service delivery environment spanning multiple channels and geographies
- Leadership competencies: Business acumen, Customer focus, Problem solving, Process management, Written communication
Education / Certifications:
- Bachelor's degree in Information Technology, Business, or a related field
- ITIL framework knowledge (particularly Continual Service Improvement)
Job specific requirements:
- Minimum of 4 years of experience in IT service management, with at least 2 years focused on quality assurance, service quality, or end user experience roles
- Demonstrated experience overseeing or coordinating with third-party service delivery teams
- Experience with Service Management tools (ServiceNow) and QA/audit tooling
- Ability to thrive in a fast-paced, dynamic environment managing multiple priorities across AI, digital, and human support channels
- Oral and written fluency in English with excellent communication and interpersonal skills
Work schedule:
Working days : Sunday through Thursday
Working hours: 9:00 AM to 5:00 PM (Morning Shift) with 2 hours of flexibility
No Relocation support available
Business Unit Summary
Mondelēz International in the Middle East, North Africa and Pakistan serves the Middle East and Africa markets as well as Australia, New Zealand, the UK and Canada. Headquartered in Dubai, UAE, we have more than 2600 employees working across seven plants and six commercial offices; we make, bake, sell and deliver our products to customers. We are market leaders in key snacking categories with iconic global and local brands including Cadbury Dairy Milk chocolate, Milka, Oreo and belVita biscuits, Barni Cakes,Tang powdered beverage, Chiclets and Trident gum and Halls candy.
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
Software & Applications
Technology & Digital
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