IT Service Delivery Lead - Supply Chain Apps

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)
This role is part of the Digital & Technology department of HEINEKEN International and is located in the Heineken Global Shared Service hub. D&T is proud to bring cutting-edge innovation, strong technology and advanced analytics to HEINEKEN. With speed and agility, we ensure HEINEKEN has the technological competitive advantages it needs to deliver on its ambitions.

The IT Service Delivery Lead is part of the D&T Connected Supply Chain Team and is one of the professionals who is supporting the different DEVOPS teams in incidents, problems, changes and requests. We are currently running DevOps for multiple countries across several different products, touchpoints and technologies, hence need to ensure that all IT services consumed by Users are delivered within agreed performance and satisfaction levels.

Your responsibilities would include:

• implement the E2E Support model process across key capabilities
• supporting the different DevOps teams in P1 and P2 incidents (and as well other tickets if needed)
• ensures that SLA with Partners are well defined and is maintained but taking as well into account DevOps ways of working
• enabling them to coordinate / communicate to third parties and being the driving force to support our teams in resolution and escalation if needed
• helping the teams building structural improvements, extensions/automation/integration to proactive monitoring tooling, improvement in way of working
• 'educating' the User / Customer ensuring right priorities for tickets
• drive monthly Service Reviews, working closely with partner leads on continuous improvements
• being the first escalation point for Users / Customers
• suggests performance, security, disaster recovery and structural improvements as derived from Root Cause Analyses
• drives continuous improvement of time to market of changes and features
• working closely together with Product Owners if prioritization support is needed
• If needed creation (or requesting to internal ServiceNow team support) and use of dashboards, maintaining Service Offerings, SLAs- and other parts of Service setup

The Service Delivery Lead needs an agile mindset. For Heineken the agile mindset is centered on four principles; focus on customer value, give power to the teams, start quick and smart, and learn relentlessly. As Service Deleivery Lead, you need to follow these principles and apply them in your daily life. No one knows everything. But with self-reflection, adaptability, collaboration, and resilience you will thrive in Heineken’s agile environment.

You are a good candidate if you have:

• BSc or MSc degree, preferably in Supply Chain Management, Applied Economics or Software engineering
• Experience in a similar role within a complex international environment with specific involvement with ERP-related Projects and Programs (SAP ERP, EWM, MM, SD, LE, TM/OTM)
• At least 5-7 years of experience working with established IT Application Management practices in a corporate environment
• Experience facilitating requests and tasks across technical teams, third party vendors and internal customers
• Practical and expert knowledge of ITIL processes, certification of ITIL V3 or V4
• Experience facilitating requests and tasks across technical teams, third party vendors and internal customers
• Knowledge/ experience with Supply chain technologies and capabilities
• You instill trust and confidence by communicating with authority at any organizational level
• You are both communicative and a good communicator at operational and tactical levels across a diverse landscape of technology partners
• You can deal with ambiguity stemming from dynamic business and organizational plans
• You are flexible and adapt to changing priorities with promptness, efficiency, and ease
• You have excellent relationship skills for dealing with customers, vendors, and management Able to communicate effectively with different cultural backgrounds of customers and teams
• Besides driving, not afraid to dive into a ticket and support operation
• Driven to spot and implement improvements
• Ask for help/escalate where necessary
• Experience in ServiceNow, creation and use of dashboards, maintaining Service Offerings, SLAs- and other parts of Service setup

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