Senior Data Demand and Service Management Analyst

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 Data Management Department, being a part of Digital & Technology Global Team (D&T) of HEINEKEN International.
The Senior Data Demand and Service Management Analyst is responsible for coordinating the demand for data services within HEINEKEN International, ensuring alignment between business needs and data management capabilities. This role focuses on the implementation, and adoption of the service management framework, effectively coordinating the lifecycle of data requests, facilitating efficient service delivery in close collaboration with Product Owners and Chapter Leads and maintaining tight communication with business stakeholders.

Your responsibilities would include:

• leading the assessment and prioritization of data service requests to ensure alignment with business objectives
• developing and maintaining strong relationships with key business stakeholders to proactively understand and anticipate data needs
• designing and implementing the service management framework, ensuring alignment with industry best practices
• driving the adoption and continuous improvement of the framework across the organization.
• working closely with product teams responsible for data service delivery to ensure clarity on demand and requirements
• monitoring request fulfillment progress and escalate issues where necessary, while recognizing that timely processing is the responsibility of the delivery teams
• analyzing service performance metrics and stakeholder feedback to drive continuous improvement
• developing and presenting reports on service demand, effectiveness, and business impact to senior management
• assisting in training business users on data service offerings and processes
• providing guidance on how to engage with data management teams and leverage available services

You are a good candidate if you have:

• Bachelor/master's degree in Information Technology, Business Administration, or a related field
• 7 years of relevant experience in data demand or services delivery field / or IT service management
• strong analytical and problem-solving skills
• excellent communication and interpersonal skills
• hands-on experience with large ITSM tool (e.g. ServiceNow)
• experience in industries with strong data dependencies (finance, healthcare, retail, technology, FMCG)
• proven ability to manage multiple projects and prioritize effectively
• deep understanding of Business processes and relevance of data optimization
• experience with IT Service Management (ITSM) frameworks (e.g., ITILv4 COBIT) and knowledge of best practices in service management.

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