Global Service Desk Lead

The Global Service Desk Lead is a pivotal role responsible for Lead, standardize and professionalize the Global Service Desk operations across Agrolimen's Group. Your mission is to transition from local support models to a high-performing Global Service, ensuring that our employees receive seamless, efficient, and user-centric support. You will be the bridge between user needs and technical excellence, managing both internal teams and external providers.

What You Will Do:

• Global Service Management: Lead the day-to-day operations of the Service Desk, overseeing incident, request, and problem management across all geographical regions (Europe & Africa).
• Vendors Management: Act as the main point of contact for external IT vendors involved in the service, ensuring performance meets contractual obligations and driving continuous service improvement.
• Process Standardization & Tooling: Establish and maintain global ITIL-based processes. Optimize the use of our ITSM tools (Jira Service Management) to ensure a single source of truth for reporting and performance.
• Performance & Reporting: Define, monitor, and report on KPIs and SLAs. Provide the management team with strategic visibility into service trends and areas for optimization.
• Team Leadership: Manage, mentor, and develop a dynamic internal support team, fostering a culture of accountability, customer-centricity, and high performance.
• Continuous Improvement & AI Integration: Identify opportunities to improve efficiency through automation and the practical application of AI tools to enhance self-service and agent productivity.

Do you have experience in SAP?, Experience: Minimum of 5-7 years of experience leading IT Service Desk or Support teams, specifically in international/multinational environments.

• Service Excellence: Deep knowledge of ITIL frameworks and proven experience managing complex SLAs and external providers.
• Technical Environment: Solid experience supporting corporate ecosystems including SAP, Microsoft 365, and Atlassian (Jira/Confluence).
• Languages: Full professional proficiency in English and Spanish. Additional languages will be highly valued. Excellent communication skills are essential to manage stakeholders across different cultures and regions.
• Leadership: Proven ability to manage and motivate young, dynamic teams, guiding them through change and growth.
• Communication: Strong interpersonal skills, with the ability to translate complex technical issues into clear business language.
• Digital Innovation (Plus): Practical knowledge of how to apply Artificial Intelligence (AI) and automation to optimize Service Desk operations.

Dynamic & Resilient Industry: The opportunity to join a fast-moving organization operating in the stable and resilient food industry.

• International Exposure: A truly international and multicultural working environment.
• Digital & Modern Ways of Working: Exposure to state-of-the-art digital treasury tools and technologies.
• High-Performance Team: The chance to be part of a high-performing team providing treasury services across the European region.
• People-First Culture: A dynamic, young, and collaborative atmosphere where talent development is a priority.
• Purpose & Sustainability: A company culture committed to social responsibility and sustainable development.
• Flexible Ways of Working: Hybrid working model and flexible working hours.
• Flexible compensation plan: Including meal vouchers, private health insurance, childcare, and other benefits.
• Competitive Package: Competitive salary aligned with the role and market standards.

Job Types: Full-time, Permanent

Our client is Agrolimen Group, a leading organization with nearly 5,000 employees worldwide. They are driven by a clear ambition: to transform their culture and portfolio toward purpose-driven, holistic value creation. Their Strategic Agenda includes evolving their Operating Model, resulting in a strong Head Office created with the purpose that "they are stronger when together." This Head Office provides shared services, promotes connectivity, fosters customer centricity, ensures business continuity, and develops talent. They operate through Centers of Excellence (COEs) for functional expertise, Service Centers for process harmonization and automation, and Connectivity HUBs to enable best-practice sharing across business units.