We are a multinational food company that conserves the goodness of nature in our products. We carefully select our fruit and vegetables from their origin, maintaining the highest quality and safety throughout the production process.
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brWe pride ourselves in providing consumers with natural, healthy, and nutritious products that have made us a reference in infant and adult nutrition. In addition, the Hero Institute of Infant Nutrition is within the Hero Spain facilities.
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brWe are looking for an experienced ITSM Service Manager to strengthen and enhance our internal ITSM processes in alignment with ITIL 4 best practices. This role is critical in ensuring that IT services are properly onboarded into ITSM processes, measured effectively with KPIs, and continuously improve ITSM maturity. Additionally, experience with Freshservice or ServiceNow is a plus, as this role will play an active part in building internal knowledge.
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brLead the design, implementation, and improvement of ITSM processes (Incident, change, service request, and problem management) in alignment with ITIL 4 best practices.
br• Collaborate with service owners to define and maintain a comprehensive Group-IT service catalogue, including SLAs, OLAs, and key performance indicators (KPIs).
br• Drive the enhancement of ITSM tooling to increase process automation, efficiency, and overall IT process maturity.
br• Partner with internal Group-IT Competence Center teams to strengthen governance, guidelines, and maturity across IT service management practices.
br• Work closely with Global Service Desk teams to foster continuousimprovement of IT services and ensure consistent end-user satisfaction.
br• Ensure all IT services are properly onboarded into ITSM processes, leveraging automation and KPI-based performance measurement aligned with business expectations.
br• Design and implement integrations with systems such as Microsoft 365, SuccessFactors, and Lansweeper to support automation and CMDB data management.
br• Provide guidance and training on ITSM best practices to stakeholders acrossthe organization, promoting awareness and adherence.
br• Monitor, analyze, and report on ITSM performance metrics, ensuring alignment with defined standards, SLAs, and compliance requirements.
br• Serve as a key point of contact for IT service management, ensuring alignment between IT services and evolving business needs.
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brStrong understanding and hands-on experience with ITIL 4 framework.
br• Knowledge of IT service performance measurement and reporting (KPIs, SLAs, OLAs).
br• Experience with Freshservice, ServiceNow orsimilar ITSM tools is a strong plus.
br• Bachelor's degree in information technology, Business Informatics, Computer Science, or a related field.
br• ITIL 4 Foundation certification required; additional ITIL certifications are a plus.
br• Fluency in English (written and spoken) is required. Additional languages like German or Spanish would be a plus.
br• Analytical mindset to measure IT service performance and drive continuous improvements.
br• If you are passionate about IT service management, this is your opportunity.
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brHybrid work
br• Flexible Schedule and early finish on Fridays, also during summer months
br• The world today is different from what it was 10 years ago, and nothing like it was in 1886 when Hero was founded in Lenzburg, Switzerland. We have adapted to change, offering consumers high quality, healthy, natural and sustainable food.
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brIt’s about Curiosity, Innovation and Consumer/Customer Focus.
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brWe 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.
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brIt’s about Honesty, Empowerment, Respect and Diversity.
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brIt’s about Sustainability, Ownership, Heritage and Quality.
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brIt's about professional and personal growth. If you what to know more about Hero, access our web site:
brSector: Food company
brCompany type: Private company