IT Service Manager

COFCO International is a global agri-business with a clear vision, strong values and a positive culture, focused on being a leader in the global grains, oilseeds and sugar supply chains. We provide the food the world needs in a responsible way. Headquartered is Geneva, Switzerland, we are ambitious, with the right structures and culture to meet the world's increasing and changing needs. With 11,000+ people in 35 countries, our global portfolio includes assets across the Americas, Europe, Africa, Middle East, and Asia-Pacific. We trade with over 50 nations, while providing farmers unique direct access to the growing Chinese market.

**JOB PURPOSE**:
Reporting to the Global IT Services Manager will work with IT teams from different locations at COFCO International, to deliver a unified technology service and support across IT Service Towers (End User Productivity & Data Services, Network, Cloud, and Security) connecting with Corporate Applications and specialized software developed in house.
As the IT Service Manager, you are accountable for the delivery of service for the company's Cloud/SAP, Network, User Productivity, and Data Services and Security in a matrix organization. The role will require working closely with the heads of IT Service towers and Global Head of IT Operations to deliver, define and align global standards and infrastructure operations strategy while managing vendors to deliver IT services aligned with the strategic global operating model.

**RESPONSIBILITIES**:

- Manage and lead the IT Services Operations for the scope outlined above;
- Through regular service delivery meetings to identify development and growth opportunities across towers;
- Work across teams within the Operations, Security, and Infrastructure teams;
- Vendor manages all 3rd party suppliers to ensure service is delivered to high quality;
- Support the major incident process by assuming the role of Incident, Resolution, or Communications Manager where necessary Additionally, where appropriate assign team members to the technical resolution team;
- Ensure that the team is adequately resourced to meet 24x7 and FTS support demand;
- Develop and improve overall communications both within the global and regional teams and as well as to the broader IT organization and user community;
- Manage and define service delivery levels including fast and effective management of the ITIL framework across the towers;
- Use automation, continuous improvement & problem management techniques to reduce ticket volumes;
- Cross-tower team members follow all operational policies and procedures;
- Control and support service delivery; ensuring systems, methodologies, and procedures are in place and followed;
- Help shape the Global Operations strategy in line with the growth of the company;
- Ensure the knowledge base and other documentation are kept up to date;
- Manage risks and issues effectively with timely escalation;
- Responsible for compliance, security, and effective delivery of Services throughout the service towers.

**REQUIREMENTS**:

- Computer Science, Information Systems, or related disciplines;
- Minimum 10 years of applicable work experience;
- Experience across IT infrastructure technologies Servers, Storage, Databases, Desktop, Voice, and Networks;
- Experience managing service contracts, from a service and financial perspective required;
- ServiceNow (ITSM, ITOM, ITBM, CSM and Platform Administration);
- Windows server services (DNS, DHCP, DC, AD, etc);
- Microsoft Hyper-V, Failover Clustering. Knowledge of PowerShell;
- Microsoft Azure IaaS (ARM Templates) & PaaS Services, Azure Blob, Azure Storage;
- Microsoft 365 services;
- Citrix Technologies;
- Cisco technology network topology;
- Knowledge of SAP Basis support;
- ITIL MP or ITIL Expert V3 Certified;
- Strong IT background with proven expertise;
- Fluent in English.

We kindly ask you to submit your CV in English.

COFCO International is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, national origin, disability status, protected veteran status or any other characteristic protected by law.