Service Management Lead

Role Overview

The Service Management Lead position at Glanbia Management Services Limited involves comprehensive governance and performance oversight of IT Service Management (ITSM) and Service Desk operations. The role includes collaborating with partner services to ensure efficient service management delivery aligned with Glanbia's broader business and IT objectives.

Core Responsibilities

• Formulate and preserve the overarching strategy governing Service Management and Service Desk processes, maintaining alignment with organizational and IT goals.
• Lead a small team responsible for managing ITSM tooling alongside the Service Management Manager and Analyst, including tool integration and automation.
• Administer governance and supervision of partner services providing service desk and ITSM functions to enhance system stability and minimize business disruption.
• Monitor and report on partner delivery performance, serve as an escalation point for issues, and collaborate with Strategic Partnerships for issue resolution.
• Oversee contractual SLAs and OLAs with strategic partners, guaranteeing adherence and consistent achievement of performance benchmarks.
• Partner with the Service Management Manager to define, maintain, and refine all ITSM processes such as Change, Problem, Major Incident, and Knowledge Management.
• Implement and sustain knowledge management procedures to boost first-call resolution rates, ITSM service quality, and self-service capabilities within IT and the broader business.
• Function as a senior advisor on ITSM processes and delivery for both IT and business stakeholders.
• Coordinate with service management partners and internal resolver groups to ensure incidents, problems, and change requests meet established SLA and KPI criteria.

Desired Skills and Experience

• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.
• Relevant industry certifications are highly valued, including ITIL 4, CompTIA, and KCS.
• Minimum of four years' experience in IT Service Management, Service Desk, or Service Operations roles.
• Demonstrated history of leading ITSM process improvements, standardization, and automation within complex IT infrastructures.
• Advanced expertise in ITSM platforms such as ServiceNow, Jira Service Management, and BMC Helix ITSM, alongside solid grounding in ITIL frameworks and automation of workflows.
• Knowledge of artificial intelligence-based ITSM technologies, including predictive incident and problem management techniques.
• Excellent ability to engage and manage stakeholders across both technical and non-technical domains.

Additional Role Duties

• Guide and support the Service Desk team in managing IT tickets and escalations, delivering coaching and expert technical advice to improve team performance.
• Track partner service delivery against SLAs and OLAs, generating thorough performance analyses including trends and recommended improvements.
• Manage high-priority incident resolution with clear communication, proper documentation, and post-resolution actions, plus lead root cause analysis and deployment of long-term fixes to avoid recurrence.
• Ensure IT modifications are properly evaluated, authorized, and deployed with minimal business impact by identifying risks and formulating mitigation strategies.

Working Conditions

This position is located at Glanbia's Kilkenny office with a hybrid working model, offering flexibility to support a balanced work-life integration.

About Glanbia

Glanbia is a global nutrition company with divisions focusing on Performance Nutrition, Health & Nutrition, and Dairy Nutrition, serving over 100 countries with a workforce of 5800 employees. The company values diversity and fosters an inclusive culture that respects individual strengths and promotes collective success.