Head of Service Delivery

Overview

The Hero Group is a global food company focused on branded nutritional food products. The company was founded in 1886 in Lenzburg, Switzerland, where its headquarters are still located today. Hero's operates in the Growing Up and Adult categories, which include three businesses : Better Snacking, Naturally Good Food and Others.

The Group is a house of brands and includes Hero, Corny, Beech-Nut, Schwartau, Semper, Freche Freunde, Organix, Deliciously Ella, Sunar, Vitrac, Baby Gourmet, Queensberry, and Casa de Mateus in its portfolio. In 2024, the Group generated revenues of CHF 1.25 billion.

Head of Service Delivery

We are seeking a strategic leader to drive the delivery and transformation of our operational IT services on a global scale. You will combine deep technical expertise with strong leadership to ensure seamless, efficient, and innovative IT service delivery that aligns with our business goals. Your ability to lead teams, manage complex projects, and foster stakeholder relationships will be key to elevating our IT operations and supporting our digital workplace vision.

Responsibilities

• Develop and implement IT service delivery strategies aligned with organizational objectives and industry best practices.
• Lead the design, implementation, and continuous improvement of ITSM processes (Incident, Change, Service Request, and Problem Management) in line with ITIL 4.
• Establish service delivery frameworks and a group-wide Service Desk.
• Provide regular reporting to leadership on service performance, risks, and improvement initiatives.
• Drive the enhancement and adoption of the Microsoft 365 platform.
• Collaborate with service owners to define and maintain a comprehensive Group-IT service catalogue, including SLAs, OLAs, and KPIs.
• Enhance ITSM tooling to increase process automation, efficiency, and maturity.
• Strengthen governance, guidelines, and maturity across IT service management practices.
• Implement risk management strategies to ensure business continuity and minimize disruptions.
• Optimize resource allocation and capacity planning.
• Ensure consistent end-user satisfaction with digital workplace solutions, M365 support, and the Global Service Desk.
• Lead cross-functional teams to deliver complex IT projects and initiatives.
• Support both global and local mindsets within teams.
• Collaborate with business stakeholders to align service delivery with business priorities.
• Provide guidance and training on best practices to stakeholders.
• Manage vendor relationships, including commercial negotiations and SLA compliance.
• Drive team performance through effective goal setting, coaching, and engagement.
• Manage the budget and provide financial visibility for your area of responsibility.

Skills and qualifications

Competencies

Workplace

Murcia (Spain) or Bad Schwartau (Germany).

What we offer

Benefits

How to apply

Please send your CV and relevant documents to , , or

Our commitment

Ever since our humble beginnings in 1886, we have been a company that is rooted in goodness. Goodness of spirit. A spirit of generosity, honesty and genuine care. Care about each other, care about the people who buy our products and care about the world we live in. It is what unites us and makes us Hero. It is the reason why we only make real honest foods and snacks that are better by nature.

While what we do changes over time in order to be true to how people live their lives today, how we do it and what we are striving for always remains the same : Products that are great tasting and nutritionally balanced, made from high quality ingredients. Never straying from our core belief that there is a better way. The Hero way.

That’s why we have made it our mission to delight consumers through honest goodness in every bite.

Values

Our values reflect the company today and the company we want to build in the future. Values are at the heart of who we are as people and they guide how we behave.

We dare to do things differently, seek to always win with consumers and customers, and endeavor to be forever relevant and vital to our world. It’s about Curiosity, Innovation and Consumer / Customer Focus.

We work together in pursuit of our common mission and strategy, strengthening our local businesses by leveraging the power of the collective. It’s about Purpose, Performance and Teamwork.

We treat everyone with honesty, care and respect and provide our people, customers and consumers with what they need to thrive. It’s about Honesty, Empowerment, Respect and Diversity.

We make good choices today to build a more sustainable business and environment fit for the needs of tomorrow. It’s about Sustainability, Ownership, Heritage and Quality.

If you want more information about Hero, visit our website on

We only accept applications sent to the above email addresses or via LinkedIn. Please be aware of job offer alternative sources and note that we will not accept applications from other third parties.

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