Senior Service Delivery Manager

Heineken is seeking a Senior Service Delivery Manager for their Digital & Technology (D&T) organization, focused on ensuring high-quality IT service delivery globally. This role oversees Incident and Problem Resolution, drives continuous improvement, and supports agile DevOps practices. The ideal candidate will be a strategic and operational leader with a focus on stakeholder management, transformation, and continuous improvement.

Requirements

• 3–5 years of experience in IT Service Management in a complex, global environment
• Strong practical knowledge of ITIL (intermediate level or higher)
• Experience with ERP (SAP, S4HANA) or Finance Platforms (Basware, ServiceNow) or Procurement tools (Zycus)
• Strong leadership and stakeholder management
• Excellent communication, escalation handling, and mentoring skills
• Agile Foundation certification and experience in reporting/automation are advantageous.

Benefits

• Competitive salary
• Opportunity to work in a dynamic and innovative environment
• Impact on building the future of Heineken