Global Service Manager
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Our client is the #1 premium wine and spirits organization globally, managing 240 premium brands across 160 countries.
They are currently preparing a major technological milestone: a global ERP transition (from JD Edwards to SAP). We are seeking a Service Manager to design, govern, and evolve their new global IT support model within an Agile, fast-paced environment.
Key Responsibilities
- Process & Transition Management: Lead and optimize end-to-end ITIL v4 processes (Incident, Change, Problem, and Request) ensuring business continuity during the SAP rollout.
- Crisis Management: Act as the ultimate escalation point for global issues, leading the crisis cell (Major Incidents) under high-intensity situations to protect business operations.
- Team & Partner Governance: Lead a global team of service management coordinators and manage external outsourcing partners/vendors, governing their performance against strict SLAs.
- Data & Tooling: Leverage leading ITSM platforms (ServiceNow) and analytics (PowerBI) to establish smart KPIs and drive continuous service improvement.
Your Profile (Requirements)
- Experience: 5+ years in IT Service Management or Service Delivery, preferably within a global, multinational, or federated environment.
- ERP Context: Prior experience supporting or transitioning major ERP systems (SAP rollouts or Hypercare phases) is highly valuable.
- Frameworks & Tools: Deep knowledge of ITIL processes (ITIL v4 certification is a plus) and hands-on experience with ServiceNow or similar large ITSM tools. Familiarity with Agile ways of working.
- Leadership: Proven track record of influencing cross-functional teams without direct hierarchical authority.
- Languages: Fluent English (written and spoken) is mandatory for daily global collaboration.
What is on Offer
- Competitive base salary + performance bonus.
- Premium Benefits Package: Private Medical Insurance, Life & Accident Insurance, and Company Pension Plan.
- On-site Perks: Private parking space at the office.
- Flexible working hours and hybrid remote work model.
- Clear paths for international career growth within a market-leading global group.
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