Service Delivery - Lead

Lactalis LUSY•Chicago, IL

3d•Onsite

About The Position

At Lactalis in the USA, we’re committed to providing meaningful opportunities for our people to learn, grow, and thrive. Lactalis USA, part of the Lactalis family of companies, is currently hiring a Service Delivery Lead based in Chicago, IL. As a Manager, Service Delivery (Application Service Delivery & Intake), the role will carry out responsibilities for the end-to-end management of the Run processes, including the intake, triage, prioritization, assignment, escalation and backlog management across SAP (ECC and S/4HANA) and other enterprise applications. The role acts as the run-operations control point between the Service Desk, internal L2/L3 application teams, external Application Managed Services (AMS) providers and business stakeholders. These responsibilities are defined for the role to be a key contributor to ensuring stable operations, predictable change execution and high customer satisfaction. This role reports to the Senior Director, Application Support, as part of the Lactalis USA Shared Service organization. Coverage of this organization is for all US locations, operations and for the defined core applications in use, which includes site, business unit and global applications.

Requirements

7+ years supporting in a large-scale, enterprise environment is required.
Strong experience in the definition and successful implementation of Application Managed Support (AMS) models
Experience working with related Business Unit stakeholders and technical resources to manage a full feedback loop of communications.
Experience leading operational governance and service review cadences
Hands-on experience with ITIL aligned incident, problem, and change management
Independent, self-motivated, self-managing, proactive and responsive with a bias for action and results
Excellent communication

Nice To Haves

Food Industry and/or Consumer Packaged Goods experience preferred.
Experience with service delivery applications, e.g., Helix, Jira are preferred.

Responsibilities

Own the intake processes for application incidents, service requests and across core enterprise applications, that are within the purview of the team (with SAP as the primary supported platform).
Manage ticket triage and prioritization based on business impact, urgency and service criticality; ensure accurate ticket classification (incident, request, change).
Manage ticket and work assignments to appropriate resolver groups (internal teams and AMS partners) for successful ticket resolutions, within defined SLA’s.
Manage end-to-end ticket management processes, from initial ticket triage to full validation and closure.
Lead daily and weekly run operations reviews with internal teams and external providers.
Oversee SAP and other core enterprise application support services delivered by internal teams and AMS providers, to ensure consistent and high-quality delivery with adherence to defined SLAs.
Monitor and report on service performance (e.g., response time, resolution time, backlog trends, incident recurrence, change success rate).
Drive consistent application of ITIL aligned processes for incident, problem, and change management.
Identify and implement process improvements to optimize intake, triage, and run operations for core enterprise systems.
Define and manage transitions from project delivery into steady state support, ensuring operational readiness and adherence to defined standards.
Maintain runbooks, escalation paths, and operational documentation standards.
Serve as the primary operational interface for SAP AMS and other application support vendors.
Conduct regular service reviews, manage contractual performance, and ensure adherence to reporting, budgets and governance requirements.
Partner with local and Corporate technical teams to align required support, e.g., Global CAB reviews, integration requirements and infrastructure support.
Partner with business stakeholders to align support priorities with critical enterprise processes.
Develop staffing and coverage plans aligned to current and forecasted application support demand.
Provide leadership, coaching, and performance management for direct reports as applicable.
Foster a culture of accountability, operational excellence, and customer focus.