ITSM Lead

Overview

The Zurich-based Barry Callebaut Group is the world’s leading manufacturer of chocolate and cocoa products – from sourcing and processing cocoa beans to producing the finest chocolates, including chocolate fillings, decorations and compounds. The Group runs more than 60 production facilities worldwide and employs a diverse and dedicated global workforce of more than 13,000 people. The Barry Callebaut Group serves the entire food industry, from industrial food manufacturers to artisanal and professional users of chocolate, such as chocolatiers, pastry chefs, bakers, hotels, restaurants or caterers. The global brands catering to the specific needs of these Gourmet customers are Callebaut® and Cacao Barry®, Carma® and the decorations specialist Mona Lisa®. The Barry Callebaut Group is committed to make sustainable chocolate the norm to help ensure future supplies of cocoa and improve farmer livelihoods. It supports the Cocoa Horizons Foundation in its goal to shape a sustainable cocoa and chocolate future.

Job Profile

Barry Callebaut Digital (BC Digital) is on a mission to lead the digital revolution in the chocolate industry, and we're looking for an ITSM Lead to support this transformative journey. Reporting directly to Head of ITSM Standards & Tools, you will be responsible for the operational support and service requests for Barry Callebaut. As part of the Service Management team, you will implement the IT Service management frameworks, governance structures, and the ITSM tooling and ticketing. In addition, you will support overall ITSM processes, such as incident management, problem management, knowledge management, service level management, and technical change management.

MAIN RESPONSIBILITIES & SCOPE

• Design, implement, monitor, and improve IT service management standards and processes based on industry standards (ITIL)
• Support IT service management governance structures
• Design and implement a digital service catalogue for our digital services from infrastructure to business-facing applications
• Support the standardization of IT services for lean operational excellence
• Support the implementation of a digital services charge-back model
• Support the implementation and optimization of service level management
• Provide day-to-day operational support and maintenance responding to related inquiries 
• Support service desk operations, as well as problem, knowledge & incident management, technical change management, etc. with the implementation and optimization of IT service management processes and standards

• Maintain relevant documentations and drive knowledge management processes and tooling
• Support the implementation of our service management platform (ServiceNow)

ESSENTIAL EXPERIENCE & KNOWLEDGE

•  
• Minimum of 12 years of relevant experience in ITSM Management
• Deep knowledge of IT service management frameworks (ITIL v3, ITIL v4), incident, knowledge & problem management, license management, technical change management etc.
• Deep knowledge of ITSM tooling incl. tool implementation
• Knowledge of ServiceNow is a plus
• Independent and self-driven personality, taking responsibility and owning tasks
• Possesses good problem-solving skills and structured way of working
• Openness to try and learn new technologies and skills
• Good written and verbal communication skills, being able to communicate problems to non-technical audiences

At Barry Callebaut, we are committed to Diversity & Inclusion. United by our strong values, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong. #oneBC - Diverse People, Sustainable Growth.