IT Service Delivery Manager - User Support

Symrise is a global supplier of fragrances, flavors, food, nutrition, and cosmetic ingredients. Its clients include manufacturers of perfumes, cosmetics, food and beverages, pharmaceuticals and producers of nutritional supplements and pet food.

Its sales of € 4.7 billion in the 2023 fiscal year make Symrise a leading global provider. Headquartered in Holzminden, Germany, the Group is represented by more than 100 locations in Europe, Africa, the Middle East, Asia, the United States and Latin America.

Symrise works with its clients to develop new ideas and market-ready concepts for products that form an integral part of everyday life. Economic success and corporate responsibility are inextricably linked as part of this process.

Symrise - always inspiring more…

The IT Service Delivery Manager User Support oversees several key functions within Symrise NA Region that enable the delivery of high-quality Service to end users, and ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT User Support team to achieve those expectations to a high standard.

This role must be located by a Symrise location and will work hybrid (3 days on-site/2 days from home)

Service Management

• Maintain high-performing service support functions, including an IT Service Desk, Desktop

• Support and VIP Support

• Owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of

• performance in these processes, accurate reporting, and establishing service improvement

• activities when required

• As an owner of the escalation process, the Service Delivery Manager will take ownership of

• significant incidents to ensure coordination of resolving parties, effective communication to

• stakeholders and post-incident review

• Monitor, control, and support service delivery; providing systems, methodologies and

• procedures are in place and followed

• Champion Service and Support in projects and develop a strong understanding of

• projects impacting your service area and ensuring service impact is minimized and agreed

• Be accountable for the quality of Service and performance

Meeting Support

• Deliver Presentation and Audio-Visual support, ensure meeting room technology

• is maintained to high standards and routinely checked to ensure high levels of availability

• Ensure that training services are in place to educate staff on how to use the meeting room and

• Bachelors Degree required

• 7 plus years in User Support/IT environment required

• A passion for Service Improvement

• Experienced Service Management professional

• Previous experience as a Team Lead or demonstrable experience in leading virtual teams

• Experience of managing 3rd parties and 3rd party delivered services

• Service Management or Support in a large-scale and diverse environment of incident

• management, escalation procedures and related disciplines

• Expert knowledge of ITIL disciplines

• Excellent leadership and people management skills

• Excellent written and verbal communication skills

• Willingness to support and mentor junior staff

• Excellent customer facing/customer service skills

• Able to work under pressure and meet deadlines

• Able to demonstrate a high degree of flexibility including shift and out of hours working

• Excellent organizational skills

• Able to manage sensitive and sometimes confidential information

• Self-motivation and able to take responsibility

• Able to manage and prioritize and tasks and time efficiently

• Able to demonstrate initiative and a proactive approach to daily tasks

Become part of our open and transparent culture. It will give you the opportunity to flourish and to develop inspiring experiences that contribute to the health and well-being of consumers in 160 countries around the world. Putting our employees in focus fuels our strong company growth above market rates and makes us an excellent place to develop your career.

Come join us and embark on a fascinating journey with Symrise.

If you feel that you fit the above criteria, then please apply by using our online application system. Your application will be treated confidentially.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.