Director Service Management
Barry Callebaut Schweiz AG
Publication date:
08 October 2024Workload:
100%Contract type:
Unlimited employment- Place of work:Hyderabad
Director Service Management
Hyderabad, TG, IN, 5000019
About the role
- Barry Callebaut Digital (BCD) is on a mission to lead the digital revolution in the chocolate industry, and we're looking for a Director of Service Management to support this transformative journey. Reporting directly to the VP Technology Services, you will have the unique opportunity to shape our operational support and service management, enhancing our digital way of working. You will lead the Service Management team, implementing IT service management tooling, processes and governance structures. You will take on a crucial role in the digital transformation of our organization by providing strategic oversight and team leadership. Join us to make a significant impact and help steer BC Digital towards an exciting future.
Key responsibilities include
- Lead the development and management of our global service management teams, including ITIL standards & governance, ITSM tooling, incident & problem management, ticketing, 24/7 1st level support, service desk analytics, service request management technical change management, knowledge management and license management
- Develop and execute a strategic roadmap for our global, state-of-the-art IT service management capabilities fostering seamless collaboration across our departments and with our partners
- Shape our journey from a pure cost center to a business-enabling, state-of-the-art digital function
- Directly report to the VP Technology Services, ensuring alignment of the Service Management roadmap with the overall digital strategy and contributing to the digital transformation roadmap
- Drive standardization of IT services, select and steer managed service providers for lean operational excellence
- Build and enhance our 24/7, global 1st level support organization (service desk)
- Monitor and manage continuous improvement of Service Management services using KPIs related to service level agreements, incident management, change management and service recovery, focusing on secure and reliable performance as well as user satisfaction/experience
- Implement processes and technologies around IT service management best practices and industry trends, to improve the efficiency and effectiveness of IT services provided
- Oversee the implementation of our service management platform (ServiceNow)
- Manage Service Management related IT budget, and resource allocation and ensure overall cost-efficiency
- Initiate and lead change management initiatives related to technical changes
- Lead and inspire several teams responsible for the development and maintenance of Service Management services
- This is a global leadership role with key stakeholders located in Brussels, Zurich, Poland, India and other locations of our global footprint, and thus requires up to 20% travel.
About you
- Graduate degree in IT/technology, computer science, network technology, or a comparable field
- Proficient in English
- Significant experience and deep understanding of IT service management frameworks (ITIL v3, ITIL v4) incl. incident & problem management, technical change management, global help desk, license management, etc.
- Significant experience and understanding of ITSM tooling, especially ServiceNow
- Minimum of 10 years of relevant work experience
- Significant experience in designing and managing IT services catalogues and charge-back models
- Significant experience in running and optimizing global service desk operations (1st level)
- Demonstrable success in understanding and delivering towards customer needs in large, global, complex organizations
- Hands-on attitude and previous experience in leading IT teams
- Strong technical knowledge of relevant technologies, service management best practices and industry trends
- The ability to bring people together and mobilize individuals to pursue a joint agenda
- Demonstrated success in leading and managing diverse teams to achieve digital transformation objectives
- Ability to drive change collaboratively on a global scale
- Independent and self-driven personality
- Skills to create internal and external partnerships/networks across the organization
- Experience in the consumer goods industry is a plus
- Brings the ability to conceptualize and articulate a clear vision for the transformation of Service Management solutions demonstrating foresight and planning in a rapidly evolving digital landscape
- Exhibits a passion for user-centric technology and innovation, constantly seeking to improve service quality and efficiency
- Embraces agile methodologies and flexible thinking to adapt to changing digital trends and business needs, fostering a culture of continuous improvement and learning
- Puts a strong emphasis on teamwork and cross-functional collaboration, with the ability to build and maintain relationships across different levels of the organization and with external partners
- Prioritizes service excellence in all digital initiatives, ensuring that digital solutions meet customer needs and enhance satisfaction
- Possesses excellent communication skills, capable of conveying complex digital strategies clearly and persuasively to stakeholders at all levels, including non-technical audiences
- Inspires and motivates teams, encouraging innovation and ownership, while providing guidance and support to achieve high performance and meet digital transformation goals
- Maintains focus and composure in the face of setbacks, showing resilience and the ability to pivot strategies as necessary in response to new challenges and opportunities
- Champions diversity and inclusion, creating an environment where all team members feel valued and can contribute to their full potential while adhering to high ethical standards in all decisions and actions
Job Segment: Service Desk, Service Manager, Manager, Change Management, Customer Service, Management