Are you passionate about delivering exceptional IT services and user experiences? As our Manager Service Desk & IT Services, you will lead end-to-end service delivery in a global multi-vendor environment, ensuring seamless support, rapid incident resolution, and continuous service improvement. By combining strong service management, SIAM governance, automation, and digital capabilities, you will help create reliable, efficient, and user-centric services that enable employees and the business to perform at their best.
This position is part of the solutions business within Animal Nutrition & Health business. This is one of the two standalone entities to be created from ANH, as part of the divestment to CVC capital. It is and will be an innovation‑focused, customer‑facing Animal Nutrition company, bringing together the capabilities that deliver value‑added, science‑based, integrated solutions for the global animal protein value chain.
Your Key Responsibilities:
- Own end-to-end Service Desk and IT service operations, ensuring high-quality support, stable service delivery,
and rapid major incident resolution.
- Lead the SIAM operating model and multi-vendor ecosystem, driving integrated service delivery, standardized ITSM processes, and cross-functional accountability.
- Govern service performance, user experience, and continuous improvement through SLA/KPI management, service excellence, and customer satisfaction initiatives.
- Own the ITSM/ESM platform strategy (e.g., ServiceNow), leveraging automation, AIOps, observability, and self-service capabilities to enhance operational efficiency and service reliability.
- Manage service providers, contracts, financials, and operational governance, ensuring cost efficiency, innovation, and compliance with security, audit, and regulatory requirements.
- Drive IT Service Management as a strategic capability by owning CMDB, service catalog, and service governance while integrating ITSM, automation, experience management, and se
📌 Manager Service Desk (Italia)
🏢 DSM
📍 Italia