Service Delivery Analyst - IT Supply Chain

To improve the performance and reliability of IT supply chain services in close collaboration with external service providers, internal experts as well as business users to meeting the service level agreements (SLAs) and drive continuous and structural service improvement, making sure the business stakeholders are satisfied, and service delivery processes are in optimal shape.

What We Ask

• Bachelor’s or Master’s Degree with a minimum of 10-15 years’ experience in service delivery management and performance management of external service providers.
• Certified on ITIL processes and Cobit and proven knowledge on internal (global) IT delivery.
• Trained in Cobit Fundamental and ISO27001.
• Strong Service Level Management skills, able to act as a firm counterpart with strategic vendors / managed service providers.
• Good understanding of Configuration Management Database (CMDB)
• Good understanding of supply chain processes
  
  
  

What We Offer

• Unique company culture of Dutch heritage and international presence.
• You’ll become a key part of our ongoing transformation and contribute to provide better nutrition for the world.
• You will be working with a wonderful team who are motivated to contribute and to live our purpose.
• Diverse development program to grow and enhance your professional journey.
• We offer you a competitive salary & benefits package.
• Opportunity to #UnleashYourNature.
  
  
  

Vacancy Description

• Transition of applications and processes to ITIL best practices. Orchestrate transition according to company service onboarding guidelines.
• Be the champion of ITIL best practices and the Internal trainer for IT supply chain community to improve the awareness about IT Governance and hence stability and reliability.
• Orchestrate IT security adherence (in collaboration with central cybersecurity team) for all IT Supply Chain managed and non-managed applications with reference to Cobit, identify gaps and drive changes.
• Understand company CMDB existing structure and how to update it. Orchestrate the CMDB updates for all IT Supply Chain managed and non-managed applications.
• Manage major incident response and resolution. Drive incident to resolution, follow up on RCA and ensure there is continuous improvement in place to prevent incident recurring, including incident escalation by business stakeholders with high urgency.
• Manage performance of external service providers (monitor key performance indicators) ensuring business user satisfaction.
• Oversee the changes before presentation or during presentation to Change Advisory Board to ensure solid preparation for the changes (eliminate major incident after the change implementation)
• Assess existing technology and tools, propose improvement and automation to further streamline delivery process.
  
  
  

Staying true to who you really are, that is your starting point at FrieslandCampina. Because it is precisely by embracing our differences that we can grow together. We want to create a working environment that allows all employees to bring their best and authentic selves. If who we are suits you, but you're not sure if you're the best fit for the role, we still encourage you to apply so we can help you find the role that fits you best.

Team Details

For thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are.

We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world.

We are the service delivery management team for IT supply chain cluster, with team members working from both Kuala Lumpur and the Netherland