Our client is the #1 premium wine and spirits organization globally, managing 240 premium brands across 160 countries.
They are currently preparing a major technological milestone: a global ERP transition (from JD Edwards to SAP) kicking off in 4 months. We are seeking a
Service Manager to design, govern, and evolve their new global IT support model within an Agile, fast-paced environment.
Key Responsibilities
- Process & Transition Management: Lead and optimize end-to-end ITIL v4 processes (Incident, Change, Problem, and Request) ensuring business continuity during the SAP rollout.
- Crisis Management: Act as the ultimate escalation point for global issues, leading the crisis cell (Major Incidents) under high-intensity situations to protect business operations.
- Team & Partner Governance: Lead a global team of service management coordinators and manage external outsourcing partners/vendors, governing their performance against strict SLAs.
- Data & Tooling: Leverage leading ITSM platforms (ServiceNow) and analytics (PowerBI) to establish smart KPIs and drive continuous service improvement.
Your Profile (Requirements)
- Experience: 5+ years in IT Service Management or Service Delivery, preferably within a global, multinational, or federated environment.
- ERP Context: Prior experience supporting or transitioning major ERP systems (SAP rollouts or Hypercare phases is highly valuable).
- Frameworks & Tools: Deep knowledge of ITIL processes (ITIL v4 certification is a plus) and hands-on experience with ServiceNow or similar large ITSM tools. Familiarity with Agile ways of working.
- Leadership: Proven track record of influencing cross-functional teams without direct hierarchical authority.
- Languages: Fluent English (written and spoken) is mandatory for daily global collaboration.
What is on Offer
- Competitive base salary + performance bonus.
- Premium Benefits Package: Private Medical Insurance, Life & Accident Insurance, and Company Pension Plan.
- On-site Perks: Private parking space at the offices.
- Flexible working hours and hybrid remote work model.
- Clear paths for international career growth within a market-leading global group.
If you are interested in this challenging position we are looking forward to receiving your comprehensive application for
ref.no. 110.902 preferably through our
ISG career portal or via email.
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