Service Management Lead

Service Management Lead 

Glanbia Enterprise Solutions

Role Overview 

The Service Management Lead is responsible for overseeing the end-to-end governance and performance of IT Service Management (ITSM) & Service desk processes, working closely with partner services to effectively deliver service management across Glanbia.

Working closely with the Service Management manager they will define the overall strategy, policies, frameworks (incl. SLAs and OLAs), and performance metrics for the Service management and Service Desk function and to ensure the function meets business needs, while also acting as the primary point of contact for continuous service improvement and risk mitigation across key ITSM processes.

This permanent opportunity reports to the Service Management Manager 

Key Responsibilities

• Defines and maintains the overall strategy for Service management and Service desk processes, ensuring alignment with wider business and IT priorities.
• Drives the ITSM tooling strategy alongside the Service Management manager and Analyst, including integration and automation across ITSM tools and platforms.
• Collaborates with the Service Management manager to establish and maintain knowledge management processes to improve first-call resolution rates, ITSM service delivery, and self-service within both IT and the Business.
• Oversees, monitors, and reports on strategic partner delivery, acting as an escalation point for delivery issues and working with the Strategic Partnerships team to manage issues.
• Monitors service level agreements (SLAs) and operational level agreements (OLAs) for strategic partner execution of Service management processes; oversees strategic partners to ensure adherence and ensure performance standards are consistently met.
• Collaborates with the Service Management manager to define and continuously improve Service Desk and all service management processes such as Change management, Problem management, Major Incident, and Knowledge management
• Collaborates with service management partner and Glanbia resolver groups to ensure incident, problem and change tickets are implemented in line with SLA's and KPl's.
• Play a key role in the governance and management of strategic partners, participate in monthly and quarterly reviews ensuring on-going improvement of key processes
• Leads the Service Desk team, ensuring IT tickets and escalations are efficiently managed. Provides coaching, expert guidance, and technical support to enhance team performance.

The skills you will bring to the team

• Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Information Technology, Engineering), or equivalent experience.
• Industry certifications highly desirable (e.g. ITIL 4, CompTIA, KCS).
• 7+ years of experience in IT Service Management, Service Desk, or Service Operations roles.
• Proven experience driving ITSM process improvements, standardisation, and automation in complex IT environments.
• Strong knowledge of ITSM tools (e.g., ServiceNow), ITIL frameworks, and ITSM workflow automation.
• Familiarity with Al-driven ITSM solutions, including predictive incident and problem management.
• Strong stakeholder engagement skills with the ability to manage relationships across technical and non-technical teams.
• Familiarity with Agile and DevOps practices to align ITSM processes with fast-paced delivery models.
• Basic knowledge of software engineering, information risk, security standards, and Where and how you will work  

Where and how you will work  

The opportunity will be based in Kilkenny or Citywest Dublin 24, Ireland with hybrid working arrangements available.

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, bonus, pension, healthcare, staff discounts, generous family leave policy 

About Glanbia 

Glanbia is a better nutrition company with three divisions: Performance Nutrition, Health & Nutrition and Dairy Nutrition. Collectively and with our partners we offer an incredible breadth of expertise in nutrition. We employ a team of 5800 people, work with global food and beverage companies, and sell our award-winning and market-leading brands and ingredients in more than 100 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.