Senior Tech Specialist - Service Delivery

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 Technology Specialist (Service Delivery) is part of the D&T Customer Service & Logistics Team (Supply Chain) and is one of the professionals who is supporting the different DEVOPS teams in incidents, problems, changes and requests, overseeing Service Delivery across the Portfolio. We are currently running DevOps for multiple countries across several different products, touchpoints and technologies.

Your responsibilities would include:

• building 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)
• ensuring 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 build structural improvements, extensions/automation/integration to proactive monitoring tooling, improvement in way of working
• 'educating' the User / Customer ensuring right priorities for tickets
• driving monthly Service Reviews, working closely with partner leads on continuous improvements
• being the first escalation point for Users / Customers
• suggesting performance, security, disaster recovery and structural improvements as derived from Root Cause Analyses
• driving continuous improvement of time to market of changes and features
• working closely together with Product Owners if prioritization support is needed
• if needed, creating (or requesting to internal ServiceNow team support) and using dashboards, maintaining Service Offerings, SLAs- and other parts of Service setup.

You are a great candidate if you:

• have a BSc or MSc degree, preferably in Supply Chain Management, Applied Economics or Software engineering
• have 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)
• have at least 7-9 years of experience working with established IT Service Management practices in a corporate environment
• have experience facilitating requests and tasks across technical teams, third party vendors and internal customers
• have a practical knowledge of ITIL processes, certification of ITIL V3 or V4 on at least Intermediate Level
• have experience facilitating requests and tasks across technical teams, third party vendors and internal customers
• have knowledge/experience with Supply chain technologies and capabilities
• instill trust and confidence by communicating with authority at any organizational level
• are both communicative and a good communicator at operational and tactical levels across a diverse landscape of technology partners
• can deal with ambiguity stemming from dynamic business and organizational plans
• are flexible and adapt to changing priorities with promptness, efficiency, and ease
• have excellent relationship skills for dealing with customers, vendors, and management
• have ability to communicate effectively with different cultural backgrounds of customers and teams besides driving, not afraid to dive into a ticket and support operation
• are driven to spot and implement improvements
• ask for help/escalate where necessary
• have experience in ServiceNow, creation and use of dashboards, maintaining Service Offerings, SLAs- and other parts of Service setup
• have excellent written and verbal English.

What we offer: