Manager - IT Service Management

About the project

Service management at Danish Crown reaches from office IT to the systems that keep production running around the clock. The discipline exists, but not yet at the maturity we need, and building it is what this role is for.

This is first and foremost a people leadership role. The team is already in place, but this is not a caretaker job. Most of your colleagues are experienced IT professionals moving into service management from other roles, and they need a leader who can set clear direction and build their capability. Your success will be measured by how strong and independent the team becomes.

This team sets and governs the standard; it does not run the operation. Execution sits with the operational and delivery teams, so a large part of the job is driving adoption across teams you do not manage.

You will also help define the mandate itself. Global IT's operating model is still taking shape, and the exact boundary between your team and the operational teams is something you will help draw rather than inherit.

Your responsibilities

What you will be doing

• Lead a distributed team across three countries through a significant role transition, building new capabilities and professional confidence

• Set clear direction, priorities and expectations, and define what good looks like for each process and service discipline

• Coach individuals through structured development planning, regular feedback and follow-up

• Govern and continually improve Global IT's service management processes, and make sure they hold up in daily operation

• Drive process adoption across Technology & Operational Services, including teams outside your own organization

• Make sure the team's Service Managers run consistent service reviews, service level follow-up and supplier governance for their assigned services

• Operate the framework for service ownership, govern quality and consistency, and challenge where ownership is unclear

• Build strong working relationships with the Operations Center, platform teams, country service organizations, Foundation Services & Transformation and business stakeholders

What the team is responsible for

Some of this is established today, some are still being defined, and some you will build.

• Service management processes. Change Enablement, Problem Management, Service Request Management, Knowledge Management and Service Configuration Management are being designed and matured now. The process design is set as part of Global IT's operating model work; your team governs the processes and the quality criteria they are measured against, drives their implementation and continual improvement, and makes sure they hold up in daily operation. Execution sits with the operational and delivery teams: Situation Management in the Operations Center facilitates the Change Advisory Board, coordinates the operational assessment of significant changes, drives major incident coordination and supports operational problem work; request fulfilment sits with End User Support; and platform operation, discovery and technical administration sit with our platform team. The operational teams make routine fixes within their own delivery. Changes that affect shared processes, service levels, ownership, or multiple teams are coordinated with Service Management.

• Service ownership and the Service Catalogue. Operate and govern the service ownership model by supporting Service Owners, onboarding Service Managers and maintaining clear quality criteria. Govern the catalogue’s structure, definition model, publish readiness and alignment with CSDM, TBM and ServiceNow. Service Owners remain accountable for their own service descriptions, scope, service levels, support models and cost.

• Service performance. The team’s Service Managers coordinate service performance, service assurance and supplier management for services across Technology & Operational Services and Business Solutions. They drive Service Level Management, service reviews, supplier governance, performance reporting and continual improvement, helping Service Owners close the gap between what the business expects and what IT delivers. Service Owners remain accountable for their services, including direction, priorities and overall service performance.

• The next level of maturity. Introducing Service Portfolio and Service Lifecycle Management in practice as Global IT moves towards a defined set of core services with clear owners, service levels and value statements.

Foundation service definition, common standards and transformation sit in Foundation Services & Transformation, which the team works closely with. Your first priorities will be agreed with the Service & Operations leadership team.

Our requirements

• Proven people leadership experience with direct responsibility for developing individuals, managing performance and building a team
• Experience leading a team through change, whether new roles, new ways of working or a new operating model
• Experience leading colleagues across countries and locations
• Solid working knowledge of IT Service Management, enough to set direction, shape process design and challenge constructively
• A bachelor's or master's degree in IT, business, service management or a related field, or equivalent relevant professional experience
• Strong stakeholder management skills, with the ability to align teams you do not manage around common standards and drive adoption through credibility rather than authority
• Fluent English, written and spoken, at C1 level or higher (CEFR)
• Comfortable leading specialists without being the deepest expert in the room
• Clear and pragmatic, particularly when the direction is not yet obvious
• Patient with people and persistent with processes

Optional

• ITIL certification or equivalent structured service management knowledge
• Experience with ServiceNow or another enterprise ITSM platform
• Experience with Enterprise Service Management, service governance, CSDM or related service modelling concepts
• Experience from a complex or production-critical enterprise environment
• A Scandinavian language or Polish in addition to English

What we offer

• A seat in the Service & Operations leadership team, with real influence over how our operating model is defined, not only over how it is executed
• Broad exposure across a global IT organization and a production-critical business

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• sharing the costs of professional training & courses
• life insurance
• remote work opportunities
• flexible working time
• integration events
• dental care
• coffee / tea
• pre-paid cards
• employee referral program
• extra leave

Work location and travel

This role is requires regular onsite presence (100% office). Your team is located across Denmark, Sweden and Poland, while the Service & Operations leadership team is based in Randers. You should therefore expect regular travel to Randers and other team locations, as well as occasional visits to our sites and factories.

Interested?

If you would like to know more about the role, please contact Nicolai Bæklund, Senior Manager, Service & Operations, at [email protected] or +45 21 64 85 46.

We review applications on an ongoing basis and close the position once we have found the right person, so please apply as soon as possible.

Danish Crown GBS Sp. z o.o. .

We are a food company owned by Danish farmers supplying high-quality food to customers and consumers all over the world. From butchers to business developers, we’re more than 23,000 colleagues, all committed to lowering our carbon footprint and becoming climate neutral by 2050.

Danish Crown Global Business Services (GBS) in Krakow is a key part of Danish Crown’s transformation journey. We strive to be a trusted partner to the business by providing scale and standardized, efficient and effective services, thereby achieving the strategic goals of the business.

GBS and its three Centers of Excellence act as the Group Digital Transformation engine for Finance, Procurement, and Master data. Our Operational teams provide global services for Finance, Procurement, Master data, HR, and IT with the ambition to further move up the value chain and expand its service portfolio.

Passion is our protein, and by supporting each other every step of the way - from high potential programs and sustainability certifications to embracing diversity - we’re moving towards the same goal.

Better food. Brighter future

This is how we work