Global Tech Service Management Lead

Pernod Ricard; Paris; Hybride; EUR 70 000 - 90 000; Plein temps

Résumé du poste

A global leader in Wine & Spirits is looking for a Global Service Management Lead to drive ITIL-aligned service management processes. This role requires deep expertise in IT Service Management, strong stakeholder management skills, and experience with tools like ServiceNow and Power BI. The successful candidate will oversee service management across global tech services and act as a key escalation point for incidents. The company offers a collaborative workplace, remote work options, and a comprehensive benefits package.

Prestations

Remote work (up to 2 days a week)

Profit-sharing

Comprehensive mutual insurance

Skills development opportunities

Qualifications

• Deep expertise in IT Service Management with strong working knowledge of ITIL.
• Experience managing global teams and working with external service providers.
• Comfortable working in a fast-paced environment with a proactive approach.

Responsabilités

• Lead the implementation of ITIL-aligned processes across global tech services.
• Oversee performance of service management tools ensuring continuous improvement.
• Act as escalation point for major incidents and service disruptions.

Connaissances

IT Service Management

Stakeholder Management

Communication Skills

Continuous Improvement Mindset

Formation

ITIL Certification

Outils

ServiceNow

Power BI

JIRA

Confluence

Description du poste

Want to join a fast-moving company work among convivial teams and take part in shaping the future of the Wine & Spirits industry with cutting‑edge technology.

Join Pernod Ricard’s Global Tech team and embark on a transformative journey aimed at supporting our business ambitions with valuable tech products and services. Our global tech team operates in an agile manner within a dynamic product organization. This is your chance to thrive in a collaborative environment, grow through upskilling and continuous development, and play a direct role in shaping the path for our industry.

Ready to make a tech impact? Pernod Ricard is looking for a Global Service Management Lead to define, implement and govern world‑class ITIL‑based service management processes, ensuring excellent delivery and continuous improvement across global tech services.

Your key missions

• Lead the implementation evolution and governance of ITIL‑aligned processes (incident, request, change, problem, service catalog, etc.) across Pernod Ricard’s global tech ecosystem.
• Oversee the performance of service management rituals and tools (e.g., ServiceNow, Power BI, JIRA) ensuring data‑driven insights and continuous service improvement.
• Act as a key escalation point for major incidents and service disruptions, leading global crisis cells and driving swift resolution and communication.
• Guide the effective integration of service management with agile product teams, aligning ITSM processes with product delivery models.
• Lead a team of Service Managers and Coordinators, ensuring capability development and high‑quality service governance across internal and external partners.

Qualifications

• Deep expertise in IT Service Management with strong working knowledge of ITIL (certification preferred) and experience managing enterprise‑level ITSM processes.
• Familiarity with service management platforms like ServiceNow, reporting tools like Power BI, and complementary tools (JIRA, Confluence).
• Experience managing global teams and working with external service providers in a complex federated IT environment.
• Strong communication and stakeholder management skills, especially when interfacing with senior tech leadership and business units.
• Comfortable working in a fast‑paced environment with a continuous improvement mindset and a proactive approach to risk and incident management.
• Experience in SAP landscapes, cybersecurity, and agile/product operating models is a plus.

Benefits

We offer you an outstanding and collaborative workplace that embodies our culture of sharing and conviviality, the possibility to work remotely (up to 2 days a week), a very complete mutual insurance, an attractive compensation package including profit‑sharing, and the possibility to train, participate in daily employee events, and develop your skills.

Pernod Ricard is committed to offering equal opportunities to all talents. Our recruitment methods focus on skills and competencies.