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.
Responsibilities
* Lead the delivery and transformation of operational IT services on a global scale.
* 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
* Bachelor’s degree in Information Technology, Business Informatics, Computer Science, or a related field.
* Higher education (Master’s Degree) in Computer Science, Business Informatics, or comparable training.
* ITIL 4 Foundation certification required; additional ITIL certifications are a plus.
* 10+ years of experience in IT roles, with expertise in Service Delivery and Microsoft 365 administration.
* Expertise in IT service delivery and operations management.
* Proficiency in IT governance and risk management frameworks (experience with IT4IT, COBIT, or FitSM is a plus).
* Experience with ServiceNow, Freshservice, and managing Microsoft platforms.
* English fluency is required; German or Spanish is a plus.
* Ability to partner with senior business leaders to align IT service delivery strategy with business goals.
* Strong project management and change management capabilities.
Working Conditions & Benefits
* Hybrid work, flexible schedule and early finish on Fridays, also during summer months.
Values & Mission
* Products that are great tasting and nutritionally balanced, made from high quality ingredients.
* Curiosity, Innovation and Consumer/Customer Focus.
* Teamwork, Purpose, Performance and sustainability, Ownership, Heritage and Quality.
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