Global Business Services

IT Service Management Architectural & Continuous Improvement Global Lead

R-70090 | Bratislava, Slovak Republic | 5 other location(s) available

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Job Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It Matter.

As part of the Mondelēz International Business Services division, you have responsibility for a specific discipline that may include partnering with leaders in sales, finance, marketing, customer service and logistics, procurement, HR, etc. You lead a team that delivers best-in-class service and value creation to their clients and that strives for operational excellence at all times.

How you will contribute

You will work with others to offer suggestions to enhance the experience direction global process workstreams for experiences, develop action plans to ensure that minimum operating standards are met, and work with other leads to attain and maintain operational excellence and continuous improvement to ensure customer-focused delivery of services. In addition, you will ensure value delivery by using performance metrics and analysis.

What you will bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

  • Leading end-to-end process management for your specific discipline
  • Using shared services in a global environment
  • Leading teams, coaching, mentoring and experience managing performance driven by service level agreements and metrics
  • Customer service and managing relationships with demanding customers
  • Communicating effectively, organizational skills, problem solving and multi-tasking
  • Compliance and controls (experience in audits or part of programs where compliance is important)
  • Operating effectively in a changing environment and using initiative

More about this role

What you need to know about this position:

Design and deliver the ITS organization's IT service management strategy, critical incident management and change control services so that outcomes meet current and future business needs and are consistent with the overall ITS strategy.

What extra ingredients you will bring:

  • Flexibility in working hours and availability to operate successfully in global ITS organization
  • Proven track record of successful management and service delivery through vendors
  • Ability to manage multiple and diverse stakeholders, both internal and external.

Job specific requirements:

  • Set the strategy for IT Service Management through a strong knowledge of Mondelez business goals and leveraging a broad understanding of the current industry trends and future directions in ITSM and related technologies.
  • Direct the financial planning, program management and service delivery of support and projects through vendor partners for Mondelez ITSM technologies.  
  • Negotiate and manage service delivery for the best cost to Mondelez.
  • Develop, execute and maintain an ITSM governance process.  
  • Communicate and regularly validate the ITSM strategy and roadmap with stakeholders.  
  • Align and integrate the ITSM Strategy and Roadmap with other service tower activities
  • Advise the organization on IT service management processes and technology as a subject-matter expert.  
  • Control the integrity of the ITSM processes and systems by providing quality assurance on proposed changes.
  • Minimize the impact on the business by delivering critical incident management and change control services to ensure the integrity of ITS operations
  • 10+ years' experience in IT service management within an enterprise-sized organization 
  • Deep understanding of the practical implementation of the ITIL ITSM process model

We pride ourselves on having a high performing and collaborative culture where we support your career and development. In return for your commitment, drive and enthusiasm, we offer salary starting from 4 500 €  plus annual bonus payment based on your performance. We also offer top attractive benefits.

Within Country Relocation support available and for candidates voluntarily moving internationally some minimal support is offered through our Volunteer International Transfer Policy

Business Unit Summary

At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.

We have a rich portfolio of strong brands globally and locally including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.

Our 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world. Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen—and happen fast.

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type


Experience Management

Global Business Services


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