Head of Global IT Services & Support (f/m/d)

Wiberg; Salzburg; On-site; EUR 38,000 - 46,000; Full time

Benefits offered by this job

Lunch at company restaurant

Discounts on products

Mental health support

Physiotherapy with low co-payment

Company doctor

Occupational pension scheme

ClimateTicket Salzburg

Bike leasing

Flexible hours

Home office option

Flat organizational structure

Innovative work environment

Job summary

NovaTaste in Salzburg is seeking a senior leader to head Global IT Services & Support. You will drive a unified, high-quality IT support function across locations and align IT services with business goals.

The role focuses on standardizing ITSM processes, optimizing performance, and leveraging automation and AI to improve service delivery in a fast-moving global company.

Qualifications

• Extensive experience leading global IT support or service desk teams.
• Strong ITSM knowledge and KPI/SLA management.
• Proven ability to drive process improvements and automation in IT support.

Responsibilities

• Lead and develop the global IT support organization across locations.
• Manage performance with KPIs, SLAs, and service quality targets.
• Standardize ITSM processes, escalation paths and guidelines.
• Identify and implement automation and AI-supported support solutions.
• Collaborate with IT leadership and business stakeholders to align services.
• Handle major incidents, risks, and escalations; implement improvements.

Skills

ITIL knowledge

KPI management

Global leadership

Stakeholder management

Communication

Service mindset

Tools

Jira

Confluence

Job description

Select how often (in days) to receive an alert:

LOOKING FOR

Head of Global IT Services & Support (f/m/d)

Location: Salzburg, AT, 5020

NovaTaste is a global leader in taste innovation, delivering tailored culinary solutions and memorable taste experiences. A broad portfolio of renowned brands across Europe and internationally brings together extensive expertise in spices, seasoning blends, marinades, functional ingredients and food cultures. Close to its customers and anchored in global expertise, NovaTaste develops tailored solutions for food manufacturers, wholesalers, butchers, gastronomy and food service operators. These solutions enhance taste, texture and shelf life while consistently addressing sustainability and functional requirements. The company operates 21 locations in Europe, North America and Asia and employs more than 2,400 people who serve over 12,000 customers worldwide.

Tasks

• Lead and develop the global IT support organization and ensure consistent service standards across all locations.
• Manage support performance through relevant KPIs, SLAs, and service quality targets to continuously improve service delivery.
• Standardize and optimize ITSM processes, escalation paths, and support guidelines for efficient and scalable operations.
• Identify and implement process improvements, automation opportunities, and AI-supported support solutions.
• Collaborate closely with IT leadership, local IT teams, and business stakeholders to align support services with business needs.
• Manage critical incidents, service risks, and escalations, and derive sustainable improvement measures.

Skills

• Several years of experience leading global or internationally distributed IT support, service desk, or IT operations teams.
• Strong knowledge of IT Service Management, ideally based on ITIL, as well as experience with ticketing systems, SLA management, and service reporting.
• Experience with Jira and Confluence is an advantage
• Proven ability to define KPIs, create performance transparency, and translate insights into concrete improvement actions.
• Experience in process optimization, standardization, automation, and the implementation of digital or AI-supported support solutions.
• Strong leadership, communication, and stakeholder management skills, with the ability to explain technical topics in a clear and business-oriented way.
• Structured, solution-oriented working style with a strong service mindset, decision-making ability, and resilience in critical support situations.
• Excellent lunch options at gourmet level in our company restaurant
• Attractive discounts on our products
• Professional, free support for mental health through our partner nilo.health
• Physiotherapy with a low co-payment, company doctor, and occupational pension scheme
• ClimateTicket Salzburg and company bike leasingFlexible working hours through an attractive flexitime model and home office options
• Flat organizational structure with a first-name culture and short decision-making paths
• A constructive and innovative working environment in a successful, internationally active company

The minimum gross salary for this position is € 3,748,13 per month on a full-time basis.
#LI-DNI