Head Of Service Delivery - Consulting (Solo Quedan 15h)...

Overview

The Hero Group is a global food company focused on branded nutritional food products. The company was founded in 1886 in Lenzburg, Switzerland, where its headquarters are still located today. Hero's operates in the Growing Up and Adult categories, which include three businesses : The Group is a house of brands and includes Hero, Corny, Beech‑Nut, Schwartau, Semper, Freche Freunde, Organix, Deliciously Ella, Sunar, Vitrac, Baby Gourmet, Queensberry, and Casa de Mateus in its portfolio.

Products that are great tasting and nutritionally balanced, made from high quality ingredients.

Head of Service Delivery

We are seeking a strategic leader to drive the delivery and transformation of our operational IT services on a global scale. You will combine deep technical expertise with strong leadership to ensure seamless, efficient, and innovative IT service delivery that aligns with our business goals. Your ability to lead teams, manage complex projects, and foster stakeholder relationships will be key to elevating our IT operations and supporting our digital workplace vision.

Responsibilities

• Develop and implement IT service delivery strategies aligned with organizational objectives and industry best practices.
• Lead the design, implementation, and continuous improvement of ITSM processes (Incident, Change, Service Request, and Problem Management) in line with ITIL 4.
• Establish service delivery frameworks and a group‑wide Service Desk.
• Provide regular reporting to leadership on service performance, risks, and improvement initiatives.
• Drive the enhancement and adoption of the Microsoft 365 platform.
• Collaborate with service owners to define and maintain a comprehensive Group‑IT service catalogue, including SLAs, OLAs, and KPIs.
• Strengthen governance, guidelines, and maturity across IT service management practices.
• Implement risk management strategies to ensure business continuity and minimize disruptions.
• Optimize resource allocation and capacity planning.
• Ensure consistent end‑user satisfaction with digital workplace solutions, M365 support, and the Global Service Desk.
• Lead cross‑functional teams to deliver complex IT projects and initiatives.
• Support both global and local mindsets within teams.
• Collaborate with business stakeholders to align service delivery with business priorities.
• Provide guidance and training on best practices to stakeholders.
• Manage vendor relationships, including commercial negotiations and SLA compliance.
• Drive team performance through effective goal setting, coaching, and engagement.
• Manage the budget and provide financial visibility for your area of responsibility.

Qualifications

Work Arrangement

Hybrid work. Flexible schedule and early finish on Fridays, also during summer months.

Values

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