Head of Service Delivery

Head of Service Delivery Hero Group is a global food company founded in 1886, focusing on branded nutritional food products. The company operates in the Growing Up and Adult categories through brands such as Hero, Corny, Beech‑Nut, Schwartau, Deliciously Ella and others. We are seeking a strategic leader to drive the delivery and transformation of our operational IT services on a global scale. The role combines deep technical expertise with strong leadership to ensure efficient, innovative IT service delivery that aligns with our business goals. Responsibilities 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. Enhance ITSM tooling to increase process automation, efficiency, and maturity. 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. Skills and Competencies Background: Bachelor’s degree in information technology, Business Informatics, Computer Science, or a related field; Master’s degree or comparable higher education. 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. Proven track record in managing large‑scale IT operations and transformation initiatives. 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). Experience with ITSM tools (e.g., ServiceNow, Freshservice) and managing Microsoft platforms. English fluency required; German or Spanish is a plus. Strong leadership in managing and developing international, cross‑functional teams. Ability to partner with senior business leaders to align IT service delivery strategy with business goals. Excellent communication and stakeholder engagement skills at all organizational levels. Strategic mindset with a focus on continuous improvement and innovation. Strong project management and change management capabilities. Customer‑oriented approach and drive for operational excellence. Workplace Murcia (Spain) or Bad Schwartau (Germany). Benefits Hybrid work model. Flexible schedule and early finish on Fridays, also during summer months. Attractive compensation and benefits package. Access to physiotherapist services. Continuous learning and development opportunities. Ongoing feedback culture. Collaborative and challenging multinational environment. Strong values: open and transparent culture, matrix organization, great work environment, amazing people. To apply, send your CV and relevant documents to the HR email addresses listed in the original posting. Only applications sent to the listed email addresses or via LinkedIn will be considered. #J-18808-Ljbffr