Service Desk 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)

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 in the evolving digital ecosystem, we have established a Service Integration and Management (SIAM) function. Within this framework, the Service Desk Manager plays a pivotal role in delivering a modern, unified, and best-in-class user experience across all support services. To achieve that, Service Desk Manager will design and deploy global Service Desk sourcing strategy, will own the associated budget, and will need to maintain close relationship with Operating Companies that are consuming services.

Your responsibilities would include:

• defining and driving Service Desk strategy aligned with IT and business goals

• translating strategic objectives into actionable plans to ensure service maturity and scalability

• defining and implementing the sourcing strategy to support long-term Service Desk and IT objectives

• managing outsourced Service Desk operations to meet or exceed SLAs, KPIs, and customer satisfaction targets

• acting as the primary liaison between the business and the Service Desk, translating needs into improvements and solutions

• building strong relationships with stakeholders to align IT support with organizational goals

• staying current with emerging ITSM tools, automation, AI, and digital workplace technologies

• leading adoption of innovative solutions to enhance incident management and user support experience

• monitoring and reporting on Service Desk performance to identify trends and improvement areas

• driving initiatives to improve service quality, efficiency, and customer satisfaction

• ensuring adherence to Global Heineken ITSM processes based on ITIL best practices

• collaborating with Change and Release Management teams to coordinate service transitions

• managing the relationship with the outsourced team and owning a team of specialists in user support domain (knowledge, request fulfilment, NPS).

You are a good candidate if you have: 

• proven experience managing outsourced IT Service Desk or IT support teams, in a complex multinational business environment (minimum 5 years in similar role within a large, international company is a must)

• leadership experience in least one transformation in Service Desk area is a must

• strong understanding of IT Service Management frameworks (ITIL) and best practices supported by certificate - minimum on foundation level

• 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

• project management certification

• experience in Agile ways of working

• ServiceNow – admin foundation

• ITIL 4 Managing Professional certification

• English – full business proficiency, Spanish would be a plus

• strong and demonstrated capabilities of delivering on commitments and targets 

• strategic thinking to shape the future of change& release management, seeking and applying new technologies and technic into the Change & Release processes to remain relevant and competitive 

• strong demonstrated capabilities to communicate and align with stakeholders, building network to ensure common goals are achieved.

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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