Digital Solutions Support Lead

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.  

Purpose & Overall Relevance for the Organisation:

Our Global Business Services (GBS) is the union of innovation, operational excellence, and digital transformation. We strive to elevate user experiences through standardized, cutting-edge automated solutions that promote efficiency, agility, and informed decision-making across various functions and markets.

Application support services play a critical role for TMICC GBS by ensuring the reliability, stability, and continuous improvement of essential business applications. These services help minimize downtime, swiftly resolve technical issues, and proactively address potential disruptions, which directly supports operational excellence and user satisfaction. Strategically, the Application Support group underpins TMICC’s digital transformation initiatives by enabling agile responses to changing business needs and supporting innovation across the organization. By maintaining and enhancing application performance, this group helps TMICC achieve its goals of efficiency, scalability, and competitive advantage in a rapidly evolving marketplace.

Key Responsibilities:

• Is responsible for ensuring that all TMICC GBS applications remain stable and meet the business’s needs.
• Monitoring Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure all support tickets are resolved within agreed timeframes.
• Leading high-priority (P1/P2) incident bridges. Ensuring that Root Cause Analysis (RCA) is performed to prevent recurring issues.
• Partnering with DevOps and Development teams to oversee the transition of new releases into the production environment.
• Managing on-call rotations and shift schedules to ensure continuous support coverage.
• Managing the distribution of tasks across internal teams and vendors to ensure optimal utilization.
• Identifying skill gaps across different technologies and coordinating training or cross-skilling.
• Setting KPIs for internal staff and providing regular feedback and mentorship.
• The primary point of contact to resolve differences between internal teams and external vendor personnel
• Hosting regular Service Level Reviews (SLRs) with vendors to discuss performance, bottlenecks, and delivery quality.
• Ensuring that vendors adhere to TMICC’s internal security protocols, coding standards, and documentation requirements.
• Monitoring vendor deliverables against their statements of work (SOW) and ensuring they provide value for money.
• Creating and maintaining a robust Knowledge Base (KB) so that support is consistent across different teams.
• Identifying manual, repetitive tasks and driving automation.
• Overseeing application performance monitoring (APM) tools to proactively identify issues before they impact the end-user.
• Translating technical issues into business impact for non-technical stakeholders within TMICC.
• Providing weekly and monthly dashboards on system health, ticket trends, and team performance to senior management.
• Managing expectations during major outages by providing clear, timely updates to affected business units.

Key Relationships:

• Operations Centre Leads
• Functional GBS Operations teams
• Global process owner
• GBS Delivery Excellence Global Team
• TMICC IT (EA & Platform) teams

Knowledge, Skills and Abilities:

• Comprehensive understanding of E2E processes in Global Business Services
• Having 15+ years of overall experience with a minimum of 7 years of relevant experience
• People management skills with experience in leading Teams (directly / indirectly) for at least 3+ years
• Analytical thinking, solution-oriented, clear, and structured way of working
• Strong ability to gain understanding of customers’ business processes and unmet needs, while also managing expectations and scope.
• Strong ability to develop and present new ideas, concepts, approaches, and solutions. 
• Extensive experience with agile development methods and with cross-functional and regional projects. 
• Ability to drive efforts under limited guidance and while managing virtual teams
• Fluent in English (written and spoken)

Requisite Education and Experience / Minimum Qualifications:

• University degree or equivalent experience, preferably in accounting or business administration

#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.