Manager – IT Service Delivery Management – Incident Management - KraftHeinz

We have an outstanding opportunity for a Manager – IT Service Delivery Management – Incident Management at Kraft Heinz. Join our globally recognized organization as we disrupt the food industry and drive innovation. As a Manager, you will play a key role in ensuring seamless IT service delivery within the APAC Zones and assist other zones as needed.  The purpose of this position is to co-ordinate and deliver IT Services ensuring they are stabilized and optimized to drive positive customer experiences and acute satisfaction.  This role is accountable to ensure that any critical IT issues affecting the Zone and/or Globe are managed efficiently resulting in minimal business disruption.

Critical Incident Management

• Lead, drive, facilitate and chair all investigation activities, meetings, and conference calls to support Major Incidents.

• Orchestrate appropriate teams and strategic partners to participate and resolve all severity Tier 1 and 2 issues and their underlying causes 24x7x365.

• Drive the critical issue process for live service to rapidly resolve sophisticated IT issues and ensure effective communication with IT partners and the business to keep them informed of resolution progress.

• Ensure all documentation and reports are maintained and up to date to support the Major Incident process, including customer concern contact information, Send Word Now tool, process procedures and knowledge documents.

• Handle Major Incident reporting and documentation to support MBO targets and Audit investigations.

• Evoke and drive Root Cause analysis process for all severity 1 and eligible severity 2 incidents, working with IT towers and business partners to return documentation on time, and complete corrective and preventative actions within due dates.

• Act as single point of contact for IT service and support.

• Manage IT partners’ expectations and requirements for delivery of IT services.

ITSM Process Execution

• Implement the incident, major incident, request, and problem management processes for regional incidents.  Ensure IT provides effective service to regional and local business customers for call logging, event management, incident management, request fulfillment, problem management, and access management, and liaises with IT Operations to deliver effective service asset and configuration management.

rocess Monitoring

• Ensure Service Level Agreements (SLAs) are delivered in adherence to IT standards and contractual agreements.

• Work with End-to-End team to ensure process adherence and prevent ticket bouncing, and aging.

• Analyze trends and root causes associated with bouncing, aging, and process deviation to evoke improvements specific to knowledge, training, and awareness.

• Review IT Quality concerns and recommend remediation actions or process improvements initiatives to mitigate future occurrences.

• Manage negative Survey responses and coordinate corrective actions with IT tower leads.

• Conduct governance and service reviews (KPIs, SLAs) and lead service improvement initiatives with local tier 2 / 3 vendors.

Problem Management

• Ensure that Problem tickets are returned on time and fully addressed by the owner – 5 Why’s, RCA, Corrective & Preventive actions with dates and status.

• Act as the escalation point for business users and IT partners for IT service issues.