D&T Lead - Service Delivery Management

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 Digital & Technology department of HEINEKEN International and is located in the Heineken Global Shared Service hub. D&T is proud to bring cutting-edge innovation, strong technology and advanced analytics to HEINEKEN. With speed and agility, we ensure HEINEKEN has the technological competitive advantages it needs to deliver on its ambitions.

The D&T Lead - Service Delivery is part of the D&T Connected Supply Chain team and is one of the professionals who is liaising with the different DEVOPS teams in incidents, problems, changes and requests, leading Service Delivery across the multiple Supply Chain Portfolios. We are currently running DevOps/AMS for multiple countries across several different products, touchpoints and technologies.

The D&T Lead - Service Delivery reports into the Global D&T Head of Connected Supply Chain and ensures that all IT services consumed by Users are delivered within agreed performance and satisfaction levels.

Your responsibilities would include:

• Lead and coach the team to build the expertise and capability required for the E2E Service Delivery model across key capabilities for D&T Supply Chain
• Responsible for overseeing system stability, performance and resilience related to P1 and P2 incidents (and as well other tickets if needed) to increase uptime across the Portfolio
• Defining the operating model and governance structure with Service Integration and Management to deliver the desired service levels to the D&T SC Functional teams
• Build the structure and define the operating model of the Supply Chain Control Tower with the respective D&T Supply Chain teams, ensuring visibility and coordination to improve response times, ensuring execution of troubleshooting and incident resolution remain the key priority of the respective Product teams
• Ensures that SLA with Partners are well defined and maintained, ensure improvements to strengthen collaboration and improve visibility on performance measurements
• Help the teams building structural improvements, extensions/automation/integration to proactive monitoring tooling, improvement in way of working
• Drive innovation towards next-gen capabilities for service delivery, introducing and implementing self-healing capabilities where possible
• Participate in key monthly Service Reviews where required
• Suggests performance, security, disaster recovery and structural improvements as derived from Root Cause Analyses for Supply Chain Portfolios

The D&T Lead - Service Delivery needs an agile mindset. For Heineken the agile mindset is centered on four principles; focus on customer value, give power to the teams, start quick and smart, and learn relentlessly. As a Technology Specialist you need to follow these principles and apply them in your daily life. No one knows everything. But with self-reflection, adaptability, collaboration, and resilience you will thrive in Heineken’s agile environment.

You are a good candidate if you have:

• Bachelor's or Master's degree, preferably in Supply Chain Management, Applied Economics or Software engineering
• Experience in a similar role within a complex international environment with specific involvement with Projects and Programs (SAP ERP, EWM, MM, SD, LE, TM/OTM, Blue Yonder/Infor)
• At least 7-9 years of experience working with established IT Service Management practices in a corporate environment
• Experience facilitating requests and tasks across technical teams, third party vendors and internal customers
• Practical knowledge of ITIL processes, certification of ITIL V3 or V4 on at least Intermediate Level
• Experience facilitating requests and tasks across technical teams, third party vendors and internal customers
• Knowledge/experience with Supply chain technologies and capabilities
• Ability to build trust and confidence by communicating with authority at any organizational level
• You are both communicative and a good communicator at operational and tactical levels across a diverse landscape of technology partners
• You have excellent relationship skills for dealing with customers, vendors, and management Able to communicate effectively with different cultural backgrounds of customers and teams
• Experience in ServiceNow, creation and use of dashboards, maintaining Service Offerings, SLAs- and other parts of Service setup
• This role requires a solid understanding and practical experience in SAP S/4 HANA, SAP ECC (SD, LE, MM), Transportation Management (Oracle TM, SAP TM), Warehouse Management, Production and Planning technologies.