Manager Service Desk & IT Service Mgt

Are you passionate about delivering exceptional IT services and user experiences? As our Manager Service Desk & IT Services, you will lead end-to-end service delivery in a global multi-vendor environment, ensuring seamless support, rapid incident resolution, and continuous service improvement. By combining strong service management, SIAM governance, automation, and digital capabilities, you will help create reliable, efficient, and user-centric services that enable employees and the business to perform at their best.

This position is part of the solutions business within Animal Nutrition & Health business. This is one of the two standalone entities to be created from ANH, as part of the divestment to CVC capital. It is and will be an innovation‑focused, customer‑facing Animal Nutrition company, bringing together the capabilities that deliver value‑added, science‑based, integrated solutions for the global animal protein value chain.

Your Key Responsibilities:

• Own end-to-end Service Desk and IT service operations, ensuring high-quality support, stable service delivery, and rapid major incident resolution.
• Lead the SIAM operating model and multi-vendor ecosystem, driving integrated service delivery, standardized ITSM processes, and cross-functional accountability.
• Govern service performance, user experience, and continuous improvement through SLA/KPI management, service excellence, and customer satisfaction initiatives.
• Own the ITSM/ESM platform strategy (e.g., ServiceNow), leveraging automation, AIOps, observability, and self-service capabilities to enhance operational efficiency and service reliability.
• Manage service providers, contracts, financials, and operational governance, ensuring cost efficiency, innovation, and compliance with security, audit, and regulatory requirements.
• Drive IT Service Management as a strategic capability by owning CMDB, service catalog, and service governance while integrating ITSM, automation, experience management, and service value practices."

We offer:

• The chance to build and constantly improve talent acquisition in a diverse, fast-growing region.
• Autonomy with support: clear goals, modern tools, and space to innovate.
• A collaborative culture where your ideas and voice matter.
• Career growth and learning opportunities across businesses, teams, and borders.
• The support of a global team committed to progress and creativity.
• A workplace where you can make a real difference for millions, every day.

You Bring:

• Bachelor’s or Master’s degree in IT, Engineering, or a related discipline.
• Experience in IT Service Management, Service Desk leadership, and enterprise service delivery.
• Strong expertise in ITIL practices, SIAM/multi-vendor environments, major incident management, and service performance governance (SLA/KPI/XLA).
• Hands-on experience with ITSM/ESM platforms (preferably ServiceNow), including CMDB, Service Catalog, service mapping, automation, and workflow optimization.
• Broad understanding of infrastructure, cloud, connectivity, cybersecurity, and business application landscapes, enabling end-to-end service ownership and user-centric support.
• Excellent leadership, analytical, stakeholder management, and communication skills, with the ability to translate complex technical concepts into clear business language and drive continuous improvement."

About SolCO

SolCo was created as a customer-focused, innovation-driven solutions company dedicated exclusively to animal nutrition.
It brings together products, services, data, and expertise into an integrated offering, helping customers improve performance, manage complexity, and make more sustainable choices.
What sets SolCo apart is its strong regional presence and proximity to customers. With teams operating directly in local markets, SolCo works side by side with customers to understand their needs and respond with practical, science-based solutions that deliver concrete results on farms and throughout the production system.

Inclusion, belonging and equal opportunity statement
At dsm-firmenich, we believe being a force for good starts with the way we treat each other. When people feel supported, included, and free to be themselves, they do their best work – and that’s exactly the kind of culture we’re building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong.

We’re proud to be an equal opportunity employer, and we’re serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, we’re committed to reflecting the world we serve.

We welcome candidates from all backgrounds — no matter your gender, ethnicity, sexual orientation, or anything else that makes you, you.

And if you have a disability or need any support through the application process, we’re here to help – just let us know what you need, and we’ll do everything we can to make it work.