Ph3Overview /h3pbHero Group /b is a global food company focused on branded nutritional food products. The company was founded in 1886 in Lenzburg, Switzerland, where its headquarters are located today. Hero operates in the Growing Up and Adult categories and includes brands such as Hero, Corny, Beech-Nut, Schwartau, Semper, Freche Freunde, Organix, Deliciously Ella, Sunar, Vitrac, Baby Gourmet, Queensberry, and Casa de Mateus. Head of Service Delivery. /ppWe 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. /ph3Responsibilities /h3ulliDevelop and implement IT service delivery strategies aligned with organizational objectives and industry best practices. /liliLead the design, implementation, and continuous improvement of ITSM processes (Incident, Change, Service Request, and Problem Management) in line with ITIL 4. /liliEstablish service delivery frameworks and a group-wide Service Desk. /liliProvide regular reporting to leadership on service performance, risks, and improvement initiatives. /liliDrive the enhancement and adoption of the Microsoft 365 platform. /liliCollaborate with service owners to define and maintain a comprehensive Group-IT service catalogue, including SLAs, OLAs, and KPIs. /liliStrengthen governance, guidelines, and maturity across IT service management practices. /liliImplement risk management strategies to ensure business continuity and minimize disruptions. /lilibOptimize resource allocation and capacity planning. /b /liliEnsure consistent end-user satisfaction with digital workplace solutions, M365 support, and the Global Service Desk. /liliLead cross-functional teams to deliver complex IT projects and initiatives. /lilibSupport both global and local mindsets within teams. /b /liliCollaborate with business stakeholders to align service delivery with business priorities. /liliProvide guidance and training on best practices to stakeholders. /liliManage vendor relationships, including commercial negotiations and SLA compliance. /liliDrive team performance through effective goal setting, coaching, and engagement. /liliManage the budget and provide financial visibility for your area of responsibility. /li /ulh3Qualifications /h3ulliBachelor’s degree in information technology, Business Informatics, Computer Science, or a related field. /liliHigher education (Master’s Degree) in Computer Science, Business Informatics, or comparable training. /liliITIL 4 Foundation certification required; additional ITIL certifications are a plus. /lili10+ years of experience in IT roles, with expertise in Service Delivery and Microsoft 365 administration. /liliExpertise in IT service delivery and operations management. /liliProficiency in IT governance and risk management frameworks (experience with IT4IT, COBIT, or FitSM is a plus). /liliExperience with ServiceNow, Freshservice, and managing Microsoft platforms. /lilibEnglish fluency is required; German or Spanish is a plus. /b /liliAbility to partner with senior business leaders to align IT service delivery strategy with business goals. /liliStrong project management and change management capabilities. /liliHybrid work; Flexible Schedule and early finish on Fridays, also during summer months. /liliFocus on delivering products that are great tasting and nutritionally balanced using high-quality ingredients. /li /ul /p #J-18808-Ljbffr