ITSM Capability & Design Lead

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It Uniquely Yours.

You use your knowledge of the technology and the infrastructure to offer technology solutions and support the implementation of the strategy and the solution.

How you will contribute

You will optimize delivery of service to meet business demands and to meet the service operations strategy. In addition, you will plan, measure, report, and communicate service improvement initiatives, consult on issues and resolutions, and recommend steps to optimize investments and benefits and to mitigate risks. In this role, you will also identify suppliers, evaluate them, on-board new vendors, establish and oversee them and support management with regional service contracts, in-country billing and cross charging.

What you will bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• Working with multiple vendors and encouraging collaboration
• Leading complex projects
• Stakeholder management and influencing
• Managing infrastructure services
• Service delivery, support and excellence
• Project management
• Working with internal and external teams, leading when necessary

Purpose of the role

The ITSM capability & Design lead is accountable for ensuring all ITSM processes are being delivered to optimize the performance of our processes and function. The technical lead ensures business requirements are translated to technical solutions that are aligned across all ITSM process requirements and cross-platform standards.
The technical lead will own, plan, monitor and approve all ITSM technical and process changes. The technical lead is accountable for the integrity of the ITSM processes and technology and partners with process and service owners.

Main responsibilities

• Guide and lead technical engagements as ITSM Subject Matter Expert
• Provide technical evaluation of demands for new enhancements and changes to existing ITSM applications
• Provide technical controls to ensure the correct technical solutions are leveraged in the delivery of business solutions
• Control the integrity of the ITSM processes and systems by providing quality assurance on proposed changes
• Participate in the delivery of ITSM-related projects, liaising with appropriate business stakeholders as well as vendor partners, providing support and guidance
• Develop and document SOPs, standards, guidelines pertaining to ITSM
• Contribute to the creation of ITSM roadmaps
• Participate in audits, service reviews to provide inputs on improving effectiveness of ITSM processes
• Identifying areas of technical process improvements (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks

We pride ourselves on having a high performing and collaborative culture where we support your career and development. In return for your commitment, drive and enthusiasm, we offer salary starting at: 3,000 € plus bonus payment based on your performance.

Additional information

• Location of the position is flexible

No Relocation support available

We offer a highly competitive salary plus annual bonus payment based on your performance.
We also offer top attractive benefits, such as:

• Yearly salary review based on performance
• Supplementary pension fund
• Flexible working hours
• Company notebook for private use
• Home office benefit policy
• Extra holidays
• Paid days off (childbirth, birthday, wedding, etc.)
• Sick days
• Sick leave allowance
• Electronic meal voucher card fully covered by employer
• Free drinks, fruit and company products in the workplace
• Company products with discount to please your family members and friends
• Contribution to well-being (sports, relax, culture, travelling, etc.) via Cafeteria
• MultiSport card for leisure activities
• Contribution to healthcare (rehabilitation, opticians, pharmacies, etc.)
• Year-long healthcare or preventive health check-up
• Service awards
• Company gym
• Contribution to wedding, childbirth and retirement
• Life insurance
• Long terms sick leave and dread diseases insurance
• Company parties and team events
• International environment and further career progression
• Contribution to education and ACCA study
• Constant virtual and F2F learning opportunities

In case of selected positions also:

• Company car for private use
• Company cell phone for private use