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Global D&T Process Owner (Incident & Problem Management)

HEINEKEN aspires to become the best-connected brewer. To get there, we are deploying the Digital Backbone (DBB) our global cross-functional business transformation programme that links up our processes, systems and digital platforms all around the world.

 

To drive operational excellence and deliver the best user experience in the evolving digital ecosystem, we have established the Service Integration and Management (SIAM) function. Within the Integrated Service Management department, the Global Process Owner plays a pivotal role in defining, implementing, and continuously improving a set of IT Service Management (ITSM) processes.

 

 
Your responsibilities would include: 
 

  • defining, maintaining, and governing IT Service Management (ITSM) processes across the organization in alignment with ITIL best practices

  • leading and mentoring a team of Process Managers to ensure consistent execution and continuous improvement of ITSM processes

  • ensuring end-to-end process design and integration across multiple IT platforms, products, functions, and regions

  • driving continuous improvement initiatives by analyzing performance metrics, identifying gaps, and implementing corrective actions

  • supporting audits and compliance activities by ensuring processes are meeting internal and external regulatory requirements

  • fostering a culture of operational excellence and user-centric service delivery

  • ensuring data quality, consistency, and integrity within the ITSM tool across all managed processes.

 

You are a good match if you have:

 

  • overall 10 years of process management experience, including at least 5 years as a Process Owner
  • strong understanding of IT Service Management frameworks (ITIL) and best practices supported by certification – ITIL Managing Professional or Strategic Leader
  • proven experience in designing and implementing ITSM process(es) within a multinational enterprise environment
  • leadership experience (5 years min.)
  • demonstrated business acumen with ability to align IT service delivery with business priorities
  • ServiceNow ITSM module knowledge and experience
  • tech-savvy with knowledge of modern ITSM tools, automation, AI-driven support technologies, and digital workplace solutions
  • excellent communication, negotiation, and stakeholder management skills
  • experience working with vendors and managing third-party contracts
  • ability to analyze data and metrics to drive decision-making and continuous improvement.

 

You are a perfect candidate if you also have: 

 

  • project management certification
  • experience in Agile ways of working
  • ServiceNow – Admin Foundation
  • experience in FMCG sector.
 

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline. 

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