About the position
Location: Amsterdam
Hybrid: 3 times a week in the office
The IT Regional Service Delivery Manager – Europe plays a crucial role in ensuring seamless, localized IT service delivery to meet the specific needs of the business. Positioned as a key interface between the local business and local and global IT services provision, the RSDM works closely with regional stakeholders to align IT support with operational goals. This role emphasizes proactive engagement with the business, driving service improvements, resolving issues through escalation when needed, and ensuring that IT services enhance business performance.
Key Responsibilities:
1. Stakeholder Management
- Serve as the primary IT point of escalation for regional stakeholders and end-users for day-to-day IT service experience.
- Proactively engage with regional leadership and key/super-users to pre-empt IT service issues (refer section Role Scope), and opportunities for improvement, ensuring swift resolution and action.
- Proactively manage expectations of regional stakeholders in relation to boundaries of Enterprise Operations within the DT&D function and the level of service experience that can be expected.
- Establish cadence of local service review meeting with local stakeholders to proactively review Enterprise Operations’ service performance and perception.
- Act as a regional stakeholder advocate for Enterprise Operations within the DT&D team, ensuring that the region’s infrastructure needs are fully represented in DT&D IT planning, governance and service delivery.
2. Service Operating Model Design
- Ensure clear responsibilities for all locally managed IT services, with clearly defined ownership boundaries established between DT&D and local business owners.
- Ensure clear processes for cross-functional collaboration are established, where local IT service ownership does not reside within the DT&D function (eg. Supply Chain for OT, Workplace Services for CCTV)
- Ensure all local IT services and IT assets have appropriate service and support contracts in place and are integrated into the overall Flora Food Group DT&D Support Model.
3. Innovation & Change Management
- Help local leadership to channel demand for innovation and/or changes to existing solutions into the appropriate GPO / IT Platform team, in line with Flora Food Group Way Governance process.
- Proactively promote re-use of existing common global solutions where available, ahead of commissioning new local solutions.
- For local service innovation / requirements, act as local Project Portfolio Manager as required, ensuring successful project delivery via the Flora Food Group Way Governance process / principles.
- As required, lead regional activities required to achieve local deployment of new / enhanced global IT solutions, as part of globally managed projects.
4. Supplier Management
- Oversee the performance of local IT suppliers, ensuring they meet contractually agreed service levels and, in so doing, deliver the required customer experience.
- Working with Procurement, manage the procurement and contract lifecycle for local IT services, ensuring cost efficiency and compliance with organizational standards.
- Participate in Supplier service reviews for global IT services, representing the regional stakeholder community and regional service experience in those reviews.
5. Governance Risk and Compliance
- Ensure that local IT and cyber security related business risks are being proactively managed, with evidential execution of agreed IT general controls, and implementation of addition mitigations where necessary.
- Ownership of local IT risks, as part of Flora Food Group's Functional Risk Management process.
6. Continuous Improvement
- Champion a pre-emptive and proactive approach to IT service delivery, driving initiatives to improve efficiency, user experience, and service effectiveness.
- Lead the implementation of service and process improvements that enhance the overall IT service experience for business users.
7. Service Management
- Ensure all involved in IT service delivery are following the correct process, standard operating procedures, using the correct IT applications / tools (e.g ServiceNow) and achieving the desired standards in completeness, accuracy and timeliness of data.
- Ensure local IT issues and service requests are being proactively managed, intervening to provide escalation and leadership where necessary, to ensure quick and effective solutions.
- Ensure local IT services are being proactively monitored for potential issues and that pre-emptive actions are being taken to prevent issues before impacting business operations / end users.
- Ensure routine technology management activities (such as OS patching, daily checks, data quality monitoring, housekeeping, backup and recovery etc) are being completed by partners / teams for locally managed services.
- Ensure accurate and up-to-date documentation of all local services is maintained and shared to avoid “single points of knowledge” risk and constraints.
- Work with local stakeholders as necessary to agree the forecast for key drivers (eg. headcount, sites, transaction volumes, etc) of demand for existing services, both local and global, in order to inform accurate capacity planning.
- Working with local P&O colleagues, ensure timely, effective and efficient Joiner, Mover and Leaver processes are being managed to result in a great “experience”.
8. VIP & Key-Event Support
- Support Global VIP Support lead in ensuring all “registered” VIPs are receiving the expected “white glove” experience.
- Support Global VIP Support lead in ensuring heightened local support is provided for all agreed “Key Events” (eg. ExCo meetings, Regional LT Meetings, Townhalls, Annual Sales Conferences, Customer Site visits, etc).
- Ensuring local team and support partners are prepared and ready for the above.
9. Financial Management
- Manage local IT costs, owning specific local IT cost centres.
- Proactively manage IT spend – ensuring accurate and timely recognition of actual costs, approval and clearance of invoices and prompt payment in line with agreed payment terms.
- Ensure accurate and timely recharges between local and central IT budgets are being executed.
- Maintain local IT cost budget and forecast, providing regular forecast updates to local finance and global IT finance as required.
- Ensure local IT service consumption related costs are being actively monitored and managed, taking steps to deal with over-consumption as necessary (eg. Mobile Phone Data Usage)
- Proactively seek opportunities to optimise local IT costs
10. People Management
- Manage and coordinate team of local IT resources, including employed full-time Regional Support Coordinators, partner provided resources (such as site dedicated or despatch engineers) and non-IT managed Single Points of Contact (typically in smaller sites).
- Managing staff availability / rota to ensure continued service coverage.
- Act as Line Manager for locally employed RSCs, responsible for setting objectives and goals, performance reviews, individual development plans and employee day-to-day management.
- Partner resource vetting and providing performance feedback to partner company.
Role Scope: A regional geography, comprising more than one market and multiple sites – typically time zone aligned.
Locally provisioned and managed IT services, typically including: Local managed WAN / LAN / Wifi, CCTV, Security Access, Audio Visual systems, laptop & desktop provisioning, desktop peripherals, printing, local telephony, mobile devices / services, local comms room, local device courier service, on-site / field IT support
Out of scope: Factory Operating Technologies (OT) support.
So, what does it take to be successful in this role?
A Bachelor’s degree in IT, Business Management, or a related field is required, along with proven experience in IT service management, business relationship management, or a similar role. The ideal candidate will have a strong understanding of ITIL principles and hands-on experience with IT service management tools such as ServiceNow. Exceptional communication and stakeholder management skills are essential, as is a proactive, business-focused mindset. Experience in managing local IT vendors and suppliers, including contract and performance management, is highly valued. The role also demands strong team leadership and management abilities, expertise in portfolio and project management, and proficiency in conflict resolution across internal stakeholders and external partners. Fluency in English is a must, while knowledge of Spanish or Dutch is an advantage.
What’s next?
If this position sounds interesting, please hit the apply button now! If you have additional questions, you can send me, Alice Graca, a WhatsApp message on +31 627202168. The deadline to apply is the 9th of December. The first interview will take place on the 10th and 11th of December, the 2nd Interview will be on the 13th and 16th of December and the final interview will be 3 days after.
