Service Management Lead – Glanbia Enterprise Solutions (GES)
Glanbia
Join this dynamic team focused on delivering better nutrition for every step of life’s journey
The Opportunity
Are you passionate about ensuring service excellence and driving continuous improvement? As a key player in the GES Services organization, you will connect with BPO partners and internal customers across Business Units to deliver seamless services. Your commitment to excellence will help us innovate, collaborate, and make a positive impact on our stakeholders.
What You’ll Do
1. Set the Service Strategy for the GES organization and drive performance delivery.
2. Act as the interface between Tower Leads and the GES Services Lead to ensure high service standards and issue resolution.
3. Develop and own the governance framework for GES Services operations.
4. Establish and maintain clear accountability and decision-making processes.
5. Define and maintain a catalog of services provided by GES Services.
6. Handle and fulfill service requests from internal customers.
7. Lead organizational resolution of escalated service incidents.
8. Establish SLAs with internal customers and stakeholders.
9. Monitor and track performance against SLAs to ensure service delivery meets or exceeds agreed-upon standards.
10. Drive interaction with senior leadership within GES and the Business Units.
11. Manage vendor performance to ensure continuous improvement and innovation.
The Skills You Will Bring to the Team
1. Bachelor's degree in Business Administration, Management, or a related field.
2. Proven experience in Service Management and Business Performance Management.
3. Strong background in Customer Experience Definition and Measurement.
4. Proficiency in Service Analytics and Reporting.
5. Expertise in Process Improvement and Stakeholder Management.
6. Excellent communication skills, both written and verbal.
7. Financial Reporting experience.
8. Strong problem-solving skills for Issue Resolution & Escalation.
9. Ability to work collaboratively with senior leadership and business customers.
10. Experience in developing and implementing governance frameworks.
Why You’ll Love This Role
1. Shape the company’s future by setting and driving the Service Strategy for the GES organization.
2. Influence service performance and manage SLAs.
3. Be a key decision-maker within the GES Services team and senior leadership.
4. Lead the resolution of escalated service incidents.
5. Drive continuous improvement and innovation.
6. Collaborate with senior leadership and business customers.
7. Enhance service delivery practices and programs.
If you think you have what it takes, but don't necessarily meet every single point on the job description, please apply!
Where and how you will work
The opportunity will be based in Dungarvan, IRE with hybrid working arrangements available through our Smart working model which allows you a greater choice in how you work and live, giving you a better work-life balance.
What we would like to offer you!
The opportunity to develop your career on a global stage, continuous learning through an on-demand learning platform, and a competitive compensation package including staff discounts, generous family leave policy, health & dental plan, competitive salary, 401K.
About Glanbia
The Glanbia Group comprises three divisions: Glanbia Performance Nutrition, Glanbia Nutritional's, and Joint Ventures. Collectively and with our partners we offer an incredible breadth of expertise in nutrition. We employ a team of 6,000 people, work with global food and beverage companies, and sell our award-winning and market-leading products in 130 countries worldwide.
At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a variety of candidates, we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
At Glanbia, our culture celebrates individuality, knowing that together we are more.
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