Want to help us bring happiness to the world? Want to join an ambitious and fast growing global biscuits and confectionery business investing heavily in iconic global brands, infrastructure and people? Then this is the place for you. As proud bakers and chocolatiers and custodians of iconic global brands, we don’t compromise on the quality of ingredients in our products or on the people we hire. We are looking for entrepreneurial spirits who share our passion for bringing happiness to our consumers and who embody our Winning Traits. To succeed at pladis you need to be purpose-led, resilient and positive to succeed here because we expect pace and agility, we insist on collaboration and demand accountability. If that is your thing, then pladis offers global ambition, a clear Vision and roadmap for success, challenge, and unrivalled opportunities to learn and make an impact Click “Apply” to get started. The Head of Global IT Service Delivery is responsible for managing and improving the IT service delivery and ensuring the highest level of support is provided to the company's internal stakeholders and driving global engagement and continuous improvement opportunities. The role holder is responsible for all aspects of IT Service Management including processes, procedures, SLA and KPIs. In addition to ITSM the role holder will manage a team of IT professionals delivering key administration and technical services to the business including [but not limited to], Service Desk, IT Service Operations, Asset Management (HW&SW). The role holder will need to have demonstrable experience of managing Service Delivery on a global scale and management of both regional internal stakeholders as well as driving optimum performance and engagement leveraging managed services partners. The role holder needs to be a proactive, detail-oriented professional with excellent leadership skills and capable of managing Service Delivery in a large, global environment. They require a strong commitment to continued service excellence and a customer-centric approach to service delivery. Oversee and manage the internal Service Operations team, external Service Desk partners and, Internal support Teams and external support providers ensuring efficient and effective resolution of incidents and requests in line with internal and external SLA targets and KPIs. Define, develop, and maintain IT Service Management policies, procedures, and standards D evelop and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) Lead, manage and motivate a team of IT Service Management professionals, as well as managed services partners resources for Service Desk and IT Service Operations Teams as appropriate. Ensure Asset Management functions are effectively managed to meet agreed SLAs and KPIs Provide regular reports on IT Service Management performance and service quality (KPIs) Develop and maintain relationships with internal stakeholders and external suppliers, including outsourced service providers ( UniteBT, Tech Mahindra, Spinnaker, TCS etc.) Act as the single escalation point for IT service issues and proactively manage and resolve any service delivery issues Drive continuous improvement opportunities to enhance IT Service Management, including process improvement and automation pladis is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law. We operate a strict Preferred Supplier List. If you are a recruitment agency and wish to submit candidate to be considered for this vacancy, you must have agreed to, and signed, our terms of business. We will not accept CVs from any other sources other than those currently on our PSL. We will not pay a fee for any candidate that has not been represented by a provider on our PSL.