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IT Service Delivery Director

Date: Mar 8, 2019

Location: Aurora, IL, US, 60504

Company: Glanbia

Glanbia Business Services

IT Service Delivery Director


A vacancy has arisen for the role of IT Service Delivery Director at Glanbia Business Services based in our offices in Aurora, Illinois. This position will report to the Head of IT Operations.

Status: Exempt


Role Overview

This is a senior role that has responsibility for the management and the delivery of the portfolio of IT services provided by Glanbia Business Services (GBS) and third party providers to the Glanbia Performance Nutrition (GPN) business


Liaising with the functional and department Heads in the business to ensure that the business has the appropriate level of skilled resources in place to exploit the value from the investment in IT systems. Working with the GBS Applications and IT Operations functions, as well as third party providers, to ensure that the IT needs are being catered for by the services provided.  Working with business unit stakeholders to anticipate and plan for changes in demand for IT services


Key deliverables

  • Oversee the global delivery of mission critical, 24*7 Application Support Services to the Business
  • Ensure IT Services delivered by GBS & Third Parties are provided in line with agreed Service Level Agreements (SLAs)
  • Work with the Business to establish the required structures/roles in their organization to enable them to operate and exploit the current IT Services and seek the formal recognition of the roles
  • Support budgetary planning and management of the Business Unit’s IT Operational Expenditure including the tracking and ongoing reporting of Users numbers, Assets and Software Licenses
  • Review the usage of systems across all departments of the Business, working with the GBS Business Systems Training team to coordinate training needs analysis (TNA) reviews across functional departments. Ensure that resulting training plans are executed with sufficient resources allocated by both the BU and GBS
  • Work with on-site IT staff to ensure that Local Applications are supported and managed in line with groups standards
  • Collaborate with relevant Business Unit stakeholders regarding any proposed systems or operational procedural changes or updates – in doing so establish and nurture a culture of continuous improvement in the delivery of IT services
  • Incident Management through to resolution of major issues that are having a serious impact on the Business Unit operations and escalating where appropriate
  • Preparation of periodic Service Delivery status reports for review by key stakeholders in the Business Units and the GBS Management team
  • Schedule and facilitate periodic Service Reviews with the Business Units to review status reports, discuss performance against agreed SLAs and gather feedback on general performance delivery of services

Experience / education

  • Substantial experience in a relevant IT Management role
  • Strong influencing & interpersonal skills with proven ability to establish credibility at Executive and Senior Management level
  • Knowledge of key business processes and business systems (in particular SAP) would be a distinct advantage
  • Exceptional customer relationship management skills with a strong customer focus
  • Track record of delivering successful IT business solutions within a large, complex commercial operation
  • Proven track record in managing IT Incidents & Initiatives to a successful conclusion
  • Proven ability to effectively drive people, process and technology change in a complex operating environment
  • Excellent communication skills with the ability to explain technologies to business leaders and business concepts to technologists
  • Strong commercial and financial awareness with previous experience of budget management a distinct advantage
  • Strong analytical and problem-solving skills
  •  Previous experience in Vendor relationship management.
  • Flexibility to travel within the US and overseas


Key relationships/customers

  • Business IT Program Manager
  • Develop strong relationships with the Management team and Process Owners in Glanbia Performance Nutrition
  • GBS Global Application Support Manager
  • GBS Regional Director of Operations US
  • GBS Operations Delivery Manager
  • GBS CoE Managers
  • Third Party Service Providers



  • Ability to display a high degree of professionalism in dealing with managers and users
  • Technically and commercially focused, high levels of enthusiasm and energy
  • A team player who has the ability to motivate others, making it fun while getting the job done
  • Enjoys working in a fast-paced, innovative environment where the focus is on continuous improvement and the challenge to make it better



Nearest Major Market: Aurora
Nearest Secondary Market: Chicago