Senior Service Delivery Manager

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)

The Senior D&T SIAM Service Delivery Manager plays a strategic and operational leadership role within HEINEKEN’s Digital & Technology (D&T) organisation. This role ensures high-quality IT service delivery across global DevOps teams and supports 35–40 countries.

Your responsibilities would include:

• setting priorities and guiding the Service Delivery Management team
• overseeing incident and problem resolution (P1/P2), ensuring SLA compliance while aligning with agile DevOps practices
• leading monthly service reviews and driving continuous improvement initiatives
• acting as the primary escalation point for business stakeholders and other SDMs
• driving structural improvements, proactive monitoring, and disaster recovery strategies
• supporting knowledge management, onboarding, and capability development within the SDM team
• translating operational insights into strategic roadmaps for the Support Function area.

You are a good candidate if you have:

• 3–5 years of experiance in IT Service Management in a complex, global environment
• strong practical knowledge of ITIL (certified at intermediate level or higher)
• experience with ERP (SAP, S4HANA) or Finance Platforms (Basware, ServiceNow) or Procurement tools (Zycus)
• Strong leadership and stakeholder management across diverse cultural and technical landscapes
• ability to manage ambiguity and shifting priorities with agility
• excellent communication, escalation handling, and mentoring skills
• proactive, improvement-driven mindset with a hands-on approach when needed
• Agile Foundation certification and experience in reporting/automation are advantageous.

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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