Global Digital Smart Factory Service Delivery Manager, Mondelez Digital Services

Mondelēz International; Płońsk; On-site; PLN 180,000 - 300,000; Full time

Job summary

Mondelēz International seeks a Service Delivery Manager to lead the IoT Operations Organization, ensuring reliable IIoT services across its global manufacturing footprint. You will own end-to-end service management, incident handling, SLA governance, vendor oversight, and continuous improvement to maximize value for plant operations.

You will drive the end-to-end service lifecycle, manage release processes, and ensure platform availability and performance across geographies while coordinating

Qualifications

• Bachelor’s degree in Computer Science/Information Technology or related field.
• 8–12 years in IT Service Delivery Management, preferably in manufacturing (CPG) processes and systems.
• ITIL v4 Foundation minimum; Managing Professional or Strategic Leader preferred.
• Experience with SAP ECC/S4H Manufacturing modules (PP/PI, QM, WM, IM, PM) exposure or knowledge.
• Strong leadership and ability to work with global teams; willing to travel.

Responsibilities

• Act as the primary IoT service delivery contact across plant operations, IT, and business stakeholders.
• Own end-to-end service delivery lifecycle for MDLZ IoT Platform and Applications.
• Manage escalation processes and ensure critical incidents receive immediate attention, including off-hours coverage.
• Ensure platform availability, reliability, and performance across connected plants and geographies.
• Own the continuous improvement backlog and timely CI deployments into production.
• Own end-to-end release management lifecycle (Dev, Test, Stage, Prod) using DevOps for live deployments.
• Drive ITIL-aligned service management practices and maturity across the IoT Operations Organization.
• Define standardized ways of working and implement improvement opportunities.
• Knowledge management: build IoT Ops organization knowledge and capability.
• Manage relationships with outsourced operations partners including SLA compliance and reviews.
• Produce dashboards and lead regular service reviews with stakeholders.

Skills

Leadership

Communication

Problem-solving

Ownership mindset

Global coordination

Education

Bachelor’s degree in Computer Science/IT

Tools

ServiceNow

AWS

Azure

Kubernetes

DevOps

SAP ECC/S4H Manufacturing

Job description

Job Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It Uniquely Yours.

The Service Delivery Manager (SDM) will lead the IoT Operations Organization, ensuring the reliable delivery of Industrial IoT (IIoT) services across Mondelez International's global manufacturing footprint. This role is responsible for end-to-end service management — from incident and problem management to SLA governance, vendor oversight, and continuous improvement — ensuring the IoT platform and its applications deliver maximum value to plant operations.

How You Will Contribute

• Act as the primary point of contact for IoT service delivery across plant operations, IT, and business stakeholders;


• Own and drive the end-to-end service delivery lifecycle for MDLZ IoT Platform and Applications;


• Manage escalation processes and ensure critical incidents (P1/P2) receive immediate attention, including off-business-hours coverage;


• Ensure platform availability, reliability, and performance across all connected plants and geographies;


• Own the continuous improvement backlog and ensure timely development and deployment of CIs into the production environment;


• Own the end-to-end release management lifecycle (Dev, Test, Stage, Prod) & process using DevOps for deploying new features /functionalities into the live environment;


• Drive ITIL-aligned service management practices and maturity across the IoT Operations Organization;


• Define & establish standardized ways of working, identify and implement improvement opportunities to strengthen the IoT Ops organization & processess;


• Knowledge Management: Own the knowledge management and capability building of the IoT Ops organization;


• Manage the relationship with outsourced operations partners including performance tracking, SLA compliance and continuous improvement with service partners sizing reviews based on ticket volumes, complexity, and plant locations;


• Produce regular service delivery dashboards and reports for leadership, highlighting trends, risks, and improvement opportunities. Facilitate regular service review meetings with internal stakeholders and external partners.

What You Will Bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

Education

• Bachelor’s degree in Computer Science/Information Technology or related field

Experience

• 8–12 years in IT Service Delivery Management, preferably in manufacturing (CPG preferred) processes and systems.


• Understanding of digital manufacturing applications, Industry 4.0 solutions would be an added advantage (CPG preferred)


• Demonstrated experience leading a support organization in a large-scale global digital manufacturing program


• Certifications:ITIL v4 Foundation (minimum); ITIL Managing Professional or Strategic Leader preferred

Technical

• Experience with Service Now for incident and change management


• Knowledge in AWS/Azure platform integration services with applications, other platforms and automation required.


• Experience with AWS, Kubernetes, and container-based edge computing architecture


• Experience with DevOps (GitHub pipelines, Helmchart, repos)


• SAP ECC/S4H Manufacturing modules (PP/PI, QM, WM, IM, PM) exposure or knowledge required.

Others

• Strong leadership, communication and problem-solving skills;


• Strong ownership mindset with a focus on outcomes and SLA adherence;


• Ability to coordinate and supervise the work of across multiple workstream (incidents, continuous improvements) running in parallel;


• Strong communication and interpersonal skills; ability to work effectively with global teams;


• Work in an international environment with some travel;


• Language Requirement: English Advanced (Fluent in written and spoken English).

No Relocation support available

Business Unit Summary

At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.

We have a rich portfolio of strong brands globally and locally including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.

Mondelēz International's 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world. Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen—and happen fast.

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type

Regular

• Software & Applications


• Technology & Digital