Global Tech - Service Management Lead
About The Position
Want to join a fast-moving company, work among convivial teams, and take part in shaping the future of the Wine & Spirits industry with cutting-edge technology? Join Pernod Ricard's Global Tech team and embark on a transformative journey aiming to support our business ambitions with valuable Tech products and services. Our global Tech team operates in an agile manner within a dynamic product organization. This is your chance to thrive in a collaborative environment, grow through upskilling and continuous development, and play a direct role in shaping the path for our industry. 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. From our HQ in central Paris, connect with our experts located across the world, and start an exciting journey with international opportunities.
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.
Nice To Haves
- Experience in SAP landscapes, cybersecurity, and agile/product operating models is a plus.
Responsibilities
- 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.
Benefits
- We offer you an outstanding and collaborative workplace that embodies our sharing & conviviality culture, the possibility to work remotely (up to 2 days a week), a very complete mutual insurance, an attractive compensation including profit-sharing, the possibility to train daily, employee events…
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Beverage and Tobacco Product Manufacturing
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
