Service Desk Manager

Service Desk Manager

Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly global environment.

About the Role

The Service Delivery Manager role is tasked with the ownership for BAU Service Delivery within Kerry. The successful candidate is required to work within the ITIL framework, working with their peers across Kerry and managing 3rd Party Service Providers to deliver a high quality, seamless, end to end experience for the business and Kerry employees.

The role requires a "Can do, Customer Centric, Right 1st Time" attitude. Kerry ICT has tasked itself to improve service delivery across all elements of our ICT Landscape through Automation, Orchestration and best in class tooling with a view to enhance the business and employee experience. The successful candidate will be a key member of the management team to drive/deliver innovation, efficiencies and process improvements.

Key Responsibilities

• Ensure consistent and high-quality service delivery across the Americas region.
• Working within a global team of service delivery professionals and managers to deliver service and function initiatives.
• Monitor SLAs and KPIs, ensuring service performance meets or exceeds targets. Conduct regular service reviews and produce performance reports.
• Align global service operations with business objectives and expectations.
• Manage ITIL processes including Incident, Problem, Change, and Service Level Management.
• Drive continual service improvement initiatives using ITIL best practices.
• Advocate the use and implementation of the ITIL framework across ICT globally ensuring Incident, Problem, change management etc. are applied per the process and governed accordingly.
• Build and maintain strong relationships with internal and external stakeholders by acting as a trusted advisor, ensuring stakeholder needs are understood and met.
• Service delivery project management, process implementation and governance. As Kerry have matured in its use of the ITIL framework it is expected that any proposed process modification or additional process are reviewed, aligned and effectively communicated.
• Engaging with service delivery peers globally to drive efficiencies in delivering services to the Kerry business. It is expected that opportunities are continuously explored and proposed to reduce time to serve, facilitate self-serve, issue deflection etc.
• Escalation POC for Major incidents and business issues where issues have an impact on Kerry's ability to serve its customers. In these scenarios, there will be a requirement to face off to leadership level in the Kerry business to achieve a successful outcome.
• Ensure a continuous improvement ethos is embedded into Kerry's day to day service delivery operations.
• Customer Satisfaction is a key measure of success for the Kerry ICT function. The SDM role will be heavily involved in driving CSAT, understanding the employee experience and quality of ICT service whilst finding ways to enhance the employee experience.

Qualifications and Skills

Essential

• Honours Bachelor's Degree in IT / BS in Computer Science or related field
• Previous experience in a similar position, where managing vendors was a priority
• Excellent Time/Task management & strong communication skills with proven experience in stakeholder management and cross-functional collaboration.
• ITIL foundation certified
• Excellent command of the English language (written and spoken) is essential for effective communication within our global organization.

Desirable

• ITIL Transition/Design certified
• 5+ years management experience