Global Tech Service Management Lead

Requirements

• You bring deep expertise in IT Service Management, with strong working knowledge of ITIL (certification preferred) and experience in managing enterprise-level ITSM processes
• You are familiar with service management platforms like ServiceNow, reporting tools like Power BI, and complementary tools (JIRA, Confluence...)
• You have experience managing global teams and working with external service providers in a complex, federated IT environment
• You possess strong communication and stakeholder management skills, especially when interfacing with senior Tech leadership and business units
• You are comfortable working in a fast-paced environment, with a continuous improvement mindset and a proactive approach to risk and incident management
• Experience in SAP landscapes, cybersecurity, and agile/product operating models is a plus

What the job involves

• Ready to make a Tech impact? Pernod Ricard is looking for a Global Service Management Lead to define, implement and govern world-class ITIL-based service management processes, ensuring excellent delivery and continuous improvement across global Tech services
• Lead the implementation, evolution, and governance of ITIL-aligned processes (incident, request, change, problem, service catalog, etc.) across Pernod Ricard's global Tech ecosystem
• Oversee the performance of service management rituals and tools (e.g., ServiceNow, Power BI, JIRA), ensuring data-driven insights and continuous service improvement
• Act as a key escalation point for major incidents and service disruptions, leading global crisis cells and driving swift resolution and communication
• Guide the effective integration of service management with agile product teams, aligning ITSM processes with product delivery models
• Lead a team of Service Managers and Coordinators, ensuring capability development and high-quality service governance across internal and external partners
• Target Hire Date: