IT Service Delivery Manager - Multi - Vendor / SIAM

We want you to grow with us:

As our IT Service Delivery Manager, you will ensure reliable, business-aligned IT services in a multi-vendor environment. Working within a SIAM operating model, you will drive service performance, hold providers accountable to SLAs and KPIs, and improve stability across Infrastructure and business services.

What we can offer:

We are expanding our IT Shared Service Delivery team and are looking for an IT Service Delivery Manager to join us. You will report directly to the Team Lead IT Shared Services and play a key role in shaping how we coordinate and integrate services across external providers to deliver high-quality IT solutions to our internal and external stakeholders like other IT departments and Operating Companies - ensuring performance transparency, continuous improvement, and a stable IT environment that supports business growth. At Intersnack, we value continuous learning and foster a collaborative workplace that supports your personal and professional development.

How you will spend your time as our next IT Service Transition Manager:

You will collaborate with international teams across Intersnack locations and work closely with external contractors and third‑party service providers. Your work will have clear impact: strengthening service performance, improving reliability, and raising the quality of day‑to‑day IT service delivery across the organisation.

Key responsibilities include:

• Own end to end service performance across multiple providers in a SIAM setup, ensuring integrated delivery and clear accountability.

• Manage the service review cadence, performance reviews, and escalation processes, ensuring all agreed actions and outcomes are followed through.

• Manage SLAs and KPIs (including but not limited to availability, capacity, and performance): tracking, trend analysis, and service reporting for stakeholders and IT leadership.

• Drive continual service improvement with vendors and Service Owners, including problem management and root cause analysis to prevent recurring issues.

• Translate business needs into service expectations, aligning with stakeholders like HQ, OpCos, and Local ITs on priorities, service quality, and improvement roadmaps.

• Work with IT and business teams to ensure smooth integration of business services into IT operations.

• Support contract and commercial governance with Procurement and Legal (renewals, obligations, negotiation input) to ensure commitments are measurable and enforceable.

• Reduce and manage risk and ensure compliance across third‑party delivery (security, data protection, regulatory), maintaining a vendor/service risk register.

• Contribute to service resilience, supporting continuity and recovery considerations where relevant to vendor‑delivered services.

What we expect of you:

• Extensive IT background with demonstrated expertise in service management, infrastructure environments, and end‑to‑end service delivery in a multi‑vendor setup (ideally within a SIAM operating model).

• Demonstrated experience in vendor governance, covering vendor management, contract oversight, SLA/KPI tracking, performance reviews, escalation management, and contribution to renewals/negotiations.

• Strong understanding of ITIL‑based service management / ITSM practices with experience supporting global IT operations, including structured service reporting and continual service improvement.

• Relevant certifications such as ITIL Foundation (v3/v4) or higher and/or PRINCE2/PMP are considered an asset.

• Strong analytical mindset with a track record of driving service improvement initiatives, including problem management and root cause analysis to prevent recurring issues.

• Excellent communication and stakeholder management skills with a service‑oriented approach, able to influence across internal teams, vendors, and leadership.

• Experience with ITSM tooling (e.g., ServiceNow); BI/reporting tools (e.g., Qlik) are considered an asset.

• Familiarity with or previous experience working with ERP and MES systems.

• Ability to work effectively in a complex, collaborative matrix environment with virtual teams in a multi‑cultural and geographically diverse setting, combined with strong problem‑solving skills and mature judgement in challenging situations.

• A strong command of spoken and written English is necessary, and knowledge of German is a plus.

Important: Please note that a valid work and residence permit is required for non‑EU applicants for this position.