IT Service Manager

About us

We are a multinational food company that conserves the goodness of nature in our products. We carefully select our fruit and vegetables from their origin, maintaining the highest quality and safety throughout the production process.

We pride ourselves in providing consumers with natural, healthy, and nutritious products that have made us a reference in infant and adult nutrition. In addition, the Hero Institute of Infant Nutrition is within the Hero Spain facilities.

How can you help us?

We are looking for an experienced ITSM Service Manager to strengthen and enhance our internal ITSM processes in alignment with ITIL 4 best practices. This role is critical in ensuring that IT services are properly onboarded into ITSM processes, measured effectively with KPIs, and continuously improve ITSM maturity. Additionally, experience with Freshservice or ServiceNow is a plus, as this role will play an active part in building internal knowledge.

Your main responsibilities

• Lead the design, implementation, and improvement of ITSM processes (Incident, change, service request, and problem management) in alignment with ITIL 4 best practices.

• Collaborate with service owners to define and maintain a comprehensive Group-IT service catalogue, including SLAs, OLAs, and key performance indicators (KPIs).

• Drive the enhancement of ITSM tooling to increase process automation, efficiency, and overall IT process maturity.

• Partner with internal Group-IT Competence Center teams to strengthen governance, guidelines, and maturity across IT service management practices.

• Work closely with Global Service Desk teams to foster continuousimprovement of IT services and ensure consistent end-user satisfaction.

• Ensure all IT services are properly onboarded into ITSM processes, leveraging automation and KPI-based performance measurement aligned with business expectations.

• Design and implement integrations with systems such as Microsoft 365, SuccessFactors, and Lansweeper to support automation and CMDB data management.

• Provide guidance and training on ITSM best practices to stakeholders acrossthe organization, promoting awareness and adherence.

• Monitor, analyze, and report on ITSM performance metrics, ensuring alignment with defined standards, SLAs, and compliance requirements.

• Serve as a key point of contact for IT service management, ensuring alignment between IT services and evolving business needs.

Skills and Competencies

Background:

• At least 5 years of experience as an ITSM Engineer/Administrator or Manager.

• Strong understanding and hands-on experience with ITIL 4 framework.

• Proven experience in developing and implementing ITSM processes.

• Knowledge of IT service performance measurement and reporting (KPIs, SLAs, OLAs).

• Experience with Freshservice, ServiceNow orsimilar ITSM tools is a strong plus.

• Bachelor's degree in information technology, Business Informatics, Computer Science, or a related field.

• ITIL 4 Foundation certification required; additional ITIL certifications are a plus.

• Experience in IT4IT, COBIT or FitSM would be a plus.

Competences:

• Ability to develop ITSM workflows, automate processes, and improve service delivery.

• Fluency in English (written and spoken) is required. Additional languages like German or Spanish would be a plus.

• Ability to work collaboratively across different teams and influence stakeholders.

• Analytical mindset to measure IT service performance and drive continuous improvements.

• Excellent communication and interpersonal skills.

This position can be based both in Murcia, Spain or Bad Schwartau, Germany.

If you are passionate about IT service management, this is your opportunity.

Benefits

• Hybrid work

• Flexible Schedule and early finish on Fridays, also during summer months

• Attractive Compensation & Benefits package

• Physiotherapist

• Continuous learning and development

• Ongoing feedback

• Collaborative and challenging multinational environment

• Strong values

• Matrix organization

• Open and transparent culture

• Great work environment

• Amazing people

• And much more!

What is our commitment?

We are on a mission to delight consumers by conserving the goodness of nature. The world today is different from what it was 10 years ago, and nothing like it was in 1886 when Hero was founded in Lenzburg, Switzerland. However, our core goals remain the same. We have adapted to change, offering consumers high quality, healthy, natural and sustainable food.

Hero Spain, with its headquarter in Alcantarilla (Murcia), has formed part of this legacy since 1922. We are committed to naturalness in our products, maintaining a firm nutritional commitment and constantly improving thanks to our commitment to continuous innovation and research, to adapt to the needs of consumers, customers, and new market trends.

Team value proposition

Recently, Hero Spain has been certified as a in 2023 and 2024 , an achievement that reflects our ongoing commitment to the well-being and development of our team of talents. This recognition is a testament to the exceptional culture we have cultivated together, positioning us as one of the best companies to work for in Spain. This would not have been possible without the commitment and dedication of every person who is part of the Hero family.

We don't hire top talent so we can tell them what to do. That doesn't make sense. At Hero, we give you the opportunity to make your mark and contribute to something bigger. We'll give you the tools and skills to do your job and then get out of the way.

Purpose

We are on a mission to conserve what's good in nature. We do so by striving to conduct our business sustainably and striving to do the right thing. Always. Without compromises.

Values

The new values reflect the company today and the company we want to build in the future. Values are at the heart of who we are as people and they guide how we behave.

Create wow

We dare to do things differently, seek to always win with consumers and customers, and endeavor to be forever relevant and vital to our world. It's about Curiosity, Innovation and Consumer/Customer Focus.

Everyone Hero

We work together in pursuit of our common mission and strategy, strengthening our local businesses by leveraging the power of the collective. It's about Purpose, Performance and Teamwork.

Nourish others

We treat everyone with honesty, care and respect and provide our people, customers and consumers with what they need to thrive. It's about Honesty, Empowerment, Respect and Diversity.

Take responsibility

We make good choices today to build a more sustainable business and environment fit for the needs of tomorrow. It's about Sustainability, Ownership, Heritage and Quality.

Impact

We value good ideas, so we want the best talent. Our people can make a difference because we give them the freedom to act, to be entrepreneurial, and to make a difference. This is reflected in the responsibilities. Be yourself, be impactful.

Growth

We all win if we grow together. It's about professional and personal growth. The best way to grow as a company is to help you grow as a person, hence the availability of learning and development opportunities.

During these 100 years we have come a long way, but we want to continue doing so for another 100. To do so, we need talented, curious, innovative, collaborative, diverse and responsible people to be part of this great team.

If you what to know more about Hero, access our web site:

If you want to dive into our commitment to sustainability, access our 2022 Sustainability Report:

Will you join us?

Please send your CV and relevant documents to

We only accept applications sent to the above email addresses or via LinkedIn. Please be aware of job offer scrappers and note that we will not accept applications from other third parties.

Website:

Sector: Food company

Company size: More than 4,000 employees

Headquarters: Lenzburg, Switzerland

Company type: Private company

Categories: Baby food, Healthy Snacks, Natural Spreads, Sauces, Juices and Nectars, Cereal Snacks, Prepared meals.