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Givaudan is the global leader in the creation of flavours and fragrances. In close collaboration with food, beverage, consumer product and fragrance partners, Givaudan develops tastes and scents that delight consumers the world over. With a passion to understand consumers’ preferences and a relentless drive to innovate, Givaudan is at the forefront of creating flavours and fragrances that ‘engage your senses’. The Company achieved sales of CHF 6.2 billion in 2019. Headquartered in Switzerland with local presence in over 181 locations, the company has almost 14,969 employees worldwide. Givaudan invites you to discover more at www.givaudan.com.

GL Data Center Service Delivery Lead

GL Data Center Service Delivery Lead - Your future position?


Responsible for the day to day management of Service relationship between Givaudan IM&T internal customers and Service Providers, according to business objectives. Act as the SIAM (Service Integration and Management) Lead for GDC ops, and ensure all the SIAM components from the contract with our supplier are in place and work efficiently

Scope: GDC Applications and Infrastructure


In this role you will:


Service Delivery and Supplier Management role:

  • Ensures daily Operations activities are performed and follow the established process and tools.
  • Ensures good relationships and adequate collaboration exists between Service Providers and Givaudan IM&T stakeholders by managing the relevant governance.
  • Executes IT service management activities such as: Service Reviews, Escalations, Incident Management, Problem Management and analysis, Change authorization, Reporting, Service Transition to Production.
  • Communicates and cooperates with other IM&T stakeholders for cross organization topics.
  • Communicates with Service customers and Stakeholders on KPIs, Issue Resolution
  • Acts as single point of escalation for Service customers on Critical issues
  • Assists IT stakeholders and acts as escalation point for high priority operations (Incidents, requests, changes)
  • Is accountable for ‘go to production’ risks assessment (management, operation, support) & decision before implementing a change


SIAM lead role:

  • Manage ITIL processes overall with our main supplier, drive the ops with processes (Change, Incident, Problem), document and measure processes effectiveness
  • Change: manage the process quality of CAB/eCAB process, downtime management is following Givaudan needs, follow SLAs
  • Incident: Ensure Major Incident and Incident processes are documented and followed by the supplier, define and own the Incident reporting to share to High Management on Monthly and quarterly basis, Follow SLAs.
  • Problem: Ensure process is documented and followed by the supplier, cooperate with the GDC problem manager to address issues with suppliers.
  • Ensure Vendor Management is in place with our main supplier. Create governance around vendor management and provide to IM&T stakeholders KPIs on third parties effectiveness
  • Ensure SLAs are in place (incidents, changes), Key Measurement of the contract are followed, analyzed and tracked with our main supplier. Own the SLA and KM reporting and share with management and IM&T stakeholders.
  • Implement with the supplier and own the GDC service catalog within our ticketing system tool, create governance for regular review of changes requests.
  • Ensure Risk management is in place, documented and participate in risk identification and ranking
  • Drive the creation and evolution of supplier KPIs and Critical Service levels to support  GDC operational objectives
  • Own the GDC Operations KPIs dashboarding and reporting.


Information Security:

  • Responsible for security rules implementation as per the policies.
  • Ensure that appropriate IT Service continuity plans are executed to support the business, and regularly tested.
  • Is member of the IM&T crisis management organization
  • Assist global team during legal investigations



Your professional profile includes:


  • Bachelor Degree in IT or Business. Master Degree is preferred.
  • Fluent in English. French is a plus.
  • Minimum 10 years of experience in IT.
  • Minimum 5 years of experience in IT delivery and operations.
  • Operational service delivery management expertise.
  • Expert in ITIL processes for operational execution.
  • Excellent working knowledge of Service Now
  • Expertise with large Supplier management at corporate level.
  • Strong ability to communicate and coordinate in multicultural environment.
  • Ability to make sound decisions in stressful situations.
  • Crisis Management skills


Our Benefits


  • Great compensation package including bonus and cafeteria
  • Continuous learning
  • Career development opportunities
  • extended yearly health check
  • free coffee/tea
  • access to exclusive perfumes & employee shop with discounts 


Givaudan is an Equal Employment Opportunity Employer M/F/D/V.


At Givaudan, you contribute to delightful taste and scent experiences that touch people’s lives.
You work within an inspiring teamwork culture – where you can thrive, collaborate and learn from other talented and passionate people across disciplines, regions and divisions.
Join us and Impact Your World

Diversity drives innovation and creates closer connections with our employees, customers and partners.
Givaudan embraces diversity and is committed to building an inclusive environment where everyone impacts our world.

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