Technology Specialist - Digital Workplace

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 understands the specific technology areas used in the OpCo’s, providing advice and guidance to the TP&S Supplier, as well as coordinating & prioritizing work and making decisions for the service provided to the OpCo’s. They will also understand the projects planned for the OpCo’s and ensure this is aligned to the overall D&T strategy and OpCo Business Requirements. The Technology Specialist is acting as a key interface between business stakeholders, OpCos, global product teams and external suppliers. 

In this role, the Technology Specialist develops deep expertise in the technology domains used across OpCos and acts as a trusted advisor to TS&O suppliers. The role coordinates and prioritizes service activities, makes informed decisions to ensure service continuity and quality, and aligns ongoing operations and planned initiatives with the overarching Digital & Technology (D&T) strategy and OpCo business requirements.

This role is not solely a technical engineering position; it emphasizes service management, stakeholder alignment, demand shaping, and the delivery of measurable business value through Digital Workplace services in accordance with HEINEKEN’s strategy and standards.

Your responsibilities would include: 

Technical Involvement & Service-Level Technical Expertise:

• maintaining a strong conceptual and practical understanding of the latest Digital Workplace technologies (e.g., endpoint management, collaboration platforms, identity services) to effectively drive customers’ expectations, manage services, suppliers and escalations
• performing or coordinating technical actions when required (e.g. validation, troubleshooting support, fixing, configuration reviews), especially in escalation, incident or transition scenarios
• assessing technical impacts, risks and dependencies of proposed changes, incidents or demands, and translating them into service-level decisions and priorities
• acting as a technical counterpart for suppliers and global product teams, ensuring that technical solutions are fit for purpose, operable and aligned with HEINEKEN standards.

Service & Stakeholder Management:

• serving as a primary point of contact for OpCo stakeholders, building trusted relationships and managing expectations
• proactively shaping and challenging customer demand, aligning it with global strategy, standards and available capacity
• translating business needs and OpCo demand into clear service priorities, roadmaps and improvement initiatives
• actively managing service quality, technical debt and operational risks, working with delivery teams and suppliers
• collecting, analysing and prioritizing incoming demand (BAU, improvements, projects) in cooperation with Product Owners and Global Teams
• managing day-to-day cooperation with TS&O suppliers and local vendors · Coordinate escalations, major incidents and service recovery activities together with suppliers and internal teams
• identifying improvement opportunities in processes, tooling and ways of working across the Digital Workplace domain.

You are a good candidate if you have:

• 5-8 years’ experience working in Collaboration and EUD / Digital Workplace

• 5 years’ experience working with OpCo’s and external vendors, resources, and contracts

• 3-5 years’ experience working in agile teams in multi-cultural environments

• experience working with global IT service providers, including service governance, SLA/KPI management, and continuous service improvement

• degree in IT or computer science-related studies – will be a plus

• solid understanding of ITIL-based IT Service Management principles and practices, with hands-on experience in applying them in a corporate environment

• demonstrated experience and knowledge of Microsoft enterprise solutions, supported by relevant Microsoft certifications, will be a plus

• strong understanding of modern Digital Workplace architectures, including cloud-first and hybrid enterprise environments
• experience with Windows management, including deployment, upgrades, patching, and compliance
• knowledge of device security and compliance frameworks, such as Conditional Access, endpoint security baselines, and zero-trust principles
• excellent written and verbal English

• proven track record in the following areas of expertise:

  • collaboration tools (M365, Teams, Microsoft ecosystem)
  • endpoint management: (SCCM, Intune, Autopilot)
  • cloud identity: Hybrid Entra Join, AAD
  • digital employee experience (DEX) tools (e.g. Nexthink or similar)
  • enterprise printing, remote access, and collaboration peripherals.