Service Delivery Manager - Service Desk
24 days ago
Alcantarilla
The Hero Group is a global food company focused on branded nutritional food products. The company was founded in 1886 in Lenzburg, Switzerland, where its headquarters are still located today. Hero's operates in the Growing Up and Adult categories, which include three businesses: The Group is a house of brands and includes Hero, Corny, Beech-Nut, Schwartau, Semper, Freche Freunde, Organix, Deliciously Ella, Sunar, Vitrac, Baby Gourmet, Queensberry, and Casa de Mateus in its portfolio. Head of Service Delivery We are seeking a strategic leader to drive the delivery and transformation of our operational IT services on a global scale. You will combine deep technical expertise with strong leadership to ensure seamless, efficient, and innovative IT service delivery that aligns with our business goals. Your ability to lead teams, manage complex projects, and foster stakeholder relationships will be key to elevating our IT operations and supporting our digital workplace vision. Develop and implement IT service delivery strategies aligned with organizational objectives and industry best practices. Lead the design, implementation, and continuous improvement of ITSM processes (Incident, Change, Service Request, and Problem Management) in line with ITIL 4. Establish service delivery frameworks and a group-wide Service Desk. Provide regular reporting to leadership on service performance, risks, and improvement initiatives. Drive the enhancement and adoption of the Microsoft 365 platform. Collaborate with service owners to define and maintain a comprehensive Group-IT service catalogue, including SLAs, OLAs, and KPIs. Strengthen governance, guidelines, and maturity across IT service management practices. Implement risk management strategies to ensure business continuity and minimize disruptions. Optimize resource allocation and capacity planning. Ensure consistent end-user satisfaction with digital workplace solutions, M365 support, and the Global Service Desk. Lead cross-functional teams to deliver complex IT projects and initiatives. Support both global and local mindsets within teams. Collaborate with business stakeholders to align service delivery with business priorities. Provide guidance and training on best practices to stakeholders. Manage vendor relationships, including commercial negotiations and SLA compliance. Drive team performance through effective goal setting, coaching, and engagement. Manage the budget and provide financial visibility for your area of responsibility. Bachelor’s degree in information technology, Business Informatics, Computer Science, or a related field. ~ Higher education (Master’s Degree) in Computer Science, Business Informatics, or comparable training. ~ ITIL 4 Foundation certification required; additional ITIL certifications are a plus. ~10+ years of experience in IT roles, with expertise in Service Delivery and Microsoft 365 administration. ~ Expertise in IT service delivery and operations management. ~ Proficiency in IT governance and risk management frameworks (experience with IT4IT, COBIT,or FitSM is a plus). ~ ServiceNow, Freshservice) and managing Microsoft platforms. English fluency is required; German or Spanish is a plus. Ability to partner with senior business leaders to align IT service delivery strategy with business goals. Strong project management and change management capabilities. Hybrid work Flexible Schedule and early finish on Fridays, also during summer months Products that are great tasting and nutritionally balanced, made from high quality ingredients. Our values reflect the company today and the company we want to build in the future. It’s about Curiosity, Innovation and Consumer/Customer Focus. ~ We work together in pursuit of our common mission and strategy, strengthening our local businesses by leveraging the power of the collective. It’s about Purpose, Performance and Teamwork. ~ It’s about Sustainability, Ownership, Heritage and Quality.
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