Senior Manager - Customer Service - IBP & Excellence Lead

Overview

Lead end-to-end technology and transformation projects across Planning, Logistics, and Customer Service in Diageo's supply chain, translating business pain points into scalable technology and automation solutions.

What you'll do

• 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.
• 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.
• 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.
• 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.
• 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.

What you'll need

• 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, Data Analytics & Visualization, API Integration Concepts, Workflow Automation Platforms, Low-code/No-code Development, Agentic AI & Generative AI Platforms, AI Assistants, Plugins & Workflow Development.

Nice to have

• SQL (preferred).
• Python (preferred).
• Microsoft Power Platform (desirable).

Details

• Location: Bangalore HO (Bangalore, India).
• Worker type: Regular.
• Flexibility in working arrangements is discussed with candidates from day one.