Service Management Lead

Glanbia; Kilkenny; Hybrid; EUR 90,000 - 110,000; Full time

Job summary

Glanbia in Kilkenny is seeking a Service Management Lead to drive end-to-end governance and performance of ITSM and Service Desk, aligning with IT and business priorities.

You will lead a small team, manage partner services, oversee SLAs/OLAs, and collaborate on Change, Problem, Major Incident, and Knowledge management to raise service quality and resilience across the organisation. This hybrid role supports a flexible work approach in Kilkenny.

Qualifications

• Bachelor’s or Master’s degree in a relevant field (e.g., Computer Science, IT, Engineering).
• Industry certifications desirable (ITIL 4, CompTIA, KCS).
• 4+ years in IT Service Management, Service Desk, or Service Operations.
• Proven ITSM process improvements, standardisation and automation experience.
• Strong knowledge of ITSM tools and ITIL frameworks; AI‑driven ITSM familiarity.
• Strong stakeholder engagement and cross‑functional collaboration.
• Defines and maintains overall ITSM strategy and tooling alignment.
• Leads the Service Desk team and provides coaching and technical support.
• Monitors partner performance against SLAs/OLAs and reports findings.
• Ensures incident/problem/change management processes are effective.

Responsibilities

• Defines and maintains the strategy for Service management and Service desk processes.
• Manages a small team to drive ITSM tooling and automation with partners.
• Oversees partner services delivering service desk and ITSM processes.
• Monitors, reports on, and escalates delivery issues with the Strategic Partnerships team.
• Oversees SLAs and OLAs to ensure performance standards are met.
• Collaborates to define and improve Change, Problem, Major Incident, and Knowledge management.
• Establishes knowledge management to improve first-call resolution and self-service.
• Acts as a senior advisor to IT and the Business on ITSM delivery.
• Collaborates to ensure tickets are implemented per SLA/KPI.

Skills

Stakeholder engagement

Team leadership

Coaching and mentoring

Communication skills

Problem solving

Education

Bachelor’s or Master’s degree in a relevant field

Tools

ServiceNow

Jira Service Management

BMC Helix ITSM

Job description

Join this dynamic team focused on delivering better nutrition for every step of life’s journey.

The Opportunity

The Service Management Lead is responsible for overseeing the end-to-end governance and performance of IT Service Management and Service desk (ITSM) processes, working closely with partner services to effectively deliver service management across Glanbia.

Primary responsibilities for this role will include:

• Defines and maintains the overall strategy for Service management and Service desk processes, ensuring alignment with wider business and IT priorities.
• Manages a small team to drives the ITSM tooling alongside the Service Management Manager and Analyst, including integration and automation across ITSM tools and platforms.
• Provides governance and oversight of partner services delivering service desk and ITSM processes, aiming to improve system stability, minimise business impact and provide best-in-class Service management services to Glanbia.
• Oversees, monitors, and reports on strategic partner delivery, acting as an escalation point for delivery issues and working with the Strategic Partnerships team to manage issues.
• Monitors and oversees contractual service level agreements (SLAs) and operational level agreements (OLAs) for strategic partner execution of Service management processes; oversees strategic partners to ensure adherence and ensure performance standards are consistently met.
• Collaborates with the Service Management manager to define and continuously improve Service Desk and all service management processes such as Change management, Problem management, Major Incident, and Knowledge management
• Collaborates with the Service Management manager to establish and maintain knowledge management processes to improve first-call resolution rates, ITSM service delivery, and self-service within both IT and the Business.
• Acts as a senior advisor to IT and the Business on ITSM processes and delivery.
• Collaborates with service management partner and Glanbia resolver groups to ensure incident, problem and change tickets are implemented in line with SLA’s and KPI’s.

The skills and experience you will bring to the team

• Bachelor’s or Master's degree in a relevant field (e.g., Computer Science, Information Technology, Engineering), or equivalent experience.
• Industry certifications highly desirable (e.g. ITIL 4, CompTIA, KCS).
• 4+ years of experience in IT Service Management, Service Desk, or Service Operations roles.
• Proven experience driving ITSM process improvements, standardisation, and automation in complex IT environments.
• Strong knowledge of ITSM tools (e.g., ServiceNow, Jira Service Management, BMC Helix ITSM), ITIL frameworks, and ITSM workflow automation.
• Familiarity with AI-driven ITSM solutions, including predictive incident and problem management.
• Strong stakeholder engagement skills with the ability to manage relationships across technical and non-technical teams..
• Defines and maintains the overall ITSM and Service management strategy, incl. tooling, to ensure alignment with wider IT and Business needs.
• Leads the Service Desk team, ensuring IT tickets and escalations are efficiently managed. Provides coaching, expert guidance, and technical support to enhance team performance.
• Monitors partner performance and service delivery against agreed SLAs and OLAs, producing detailed reports on performance metrics, trends, and improvement actions.
• Oversees the effective resolution of high-priority incidents, ensuring clear communication, documentation, and follow-up actions. Oversees root cause analysis efforts and ensures permanent fixes are implemented to minimise future disruptions.
• Ensures IT changes are assessed, authorised, and implemented with minimal business disruption. Identifies risks associated with IT changes and develops mitigation strategies to reduce potential impacts.

Where and how you will work

The opportunity is based in our Kilkenny office withhybrid working arrangements available, which allows you a greater choice in how you work and live, giving you a better work-life balance.

About Glanbia

Glanbia is a better nutrition company with three divisions: Performance Nutrition, Health & Nutrition and Dairy Nutrition. Collectively and with our partners we offer an incredible breadth of expertise in nutrition. We employ a team of 5800 people, work with global food and beverage companies, and sell our award-winning and market-leading brands and ingredients in more than 100 countries worldwide

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a variety of candidates, we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

At Glanbia, our culture celebrates individuality, knowing that together we are more.