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IT Service Manager - Manufacturing Applications

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IT Service Manager - Manufacturing Applications Cargill provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience. We have 155,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.


Position Purpose & Summary The IT Service Manager – Manufacturing Applications is together with one direct colleague responsible for the delivery of our day to day IT services to more than 150 facilities in the EMEA region as part of the Operations & Supply Chain IT portfolio. In this role the IT service manager is continuously building and maintaining a strong relationship with business stakeholders, other Cargill IT members and third party service providers. With 150 facilities covering differing businesses such as grains, foods ingredients and animal feed, the IT service manager is working to link the service towards the needs of these different businesses and locations. With a large dependency on external service providers, the Service Manager will regularly engage with these service provider(s) to drive for continued high quality service delivery and continuous improvements on cost, quality and efficiency of the services. Next to ensuring we maintain a good IT service, this position will drive standardization of services, establishment of service level agreements with the business, reporting on quality of services and continuous improvement planning. While this service manager role is focused more at the manufacturing processes and automation, it is the combination of the two onshore OSC EMEA service managers and offshore service manager support that together as a team are responsible for OSC EMEA’s service management. It is worth noting that this position is created after having completed a transformation in our Operations & Supply Chain portfolio which means we are continuing to build the service management capability within this portfolio. If you are interested to become part of a renewed dynamic team who are building this new foundation for our Operations & Supply Chain portfolio, we look forward to meet you!

Principal Accountabilities

+ Manage significant service issues and critical situations (severe and structural SLA breaches) within service operations (E.g. setup SWAT teams, establish crisis committees; manage communication to the business, etc.)

+ Ongoingly align with external Service Provider(s) on day to day activities to ensure incidents, service request and change requests are properly addressed and communicated with the business.

+ Define, agree and document OLAs (operating level agreements) that facilitate collaboration between and beyond IT silos and service suppliers.

+ Manage regular service/OLA and contract reviews with both internal and external service suppliers and include colleagues throughout IT as appropriate.

+ Analyze service reports identifying trends and patterns of interest.

+ Actively participate in internal and external supplier engagement by reviewing and agreeing on relevant service schedules and underpinning contracts

+ Represent business interests and needs during service reviews with internal and external service suppliers

+ Promote best practice throughout the IT department globally and support IT colleagues introducing process improvements.

+ Actively consult with Business(es)/Functions in the appropriate use and deployment of service solution capabilities and IT services (e.g. inputs to business plans, advice on overall cost management opportunities, etc).

+ Build and maintain effective relationships with internal and external service providers including SOWs, SLAs, KPI and metric measurement and management ensuring continuous improvement process & operational leadership performance in alignment with expectations of the business.

+ Continuously improve connection between IT and business/functions, working with and through Business Partners/BRMs.

+ Participate in relevant governance teams to communicate/manage service levels, key project status, and vendor management as needed to help prioritize and manage investments for applications & Infra.

+ Own the establishment of end to end service in alignment with service management strategy and capability including roadmap creation and management in partnership with enterprise process and portfolio strategy.

+ Assist in the definition, documentation and activation of a service catalog with service level requirements for IT business services and manage service agreements/contracts

+ Identify and implement opportunities to leverage synergies across regional OSC teams and the global OSC strategy & governance team.

+ Actively drive for rationalization and modernization activities for OSC EMEA services.

+ Participate in overall OSC EMEA program planning to represent the service operations perspective ensuring service provider is prepared to support the program, and as projects move from development into a sustain mode service introduction is properly planned and executed.

+ Together with other Service Managers partner with CSSP, Finance, and Cargill Business Services (CBS) to effectively leverage internal and external capabilities.

+ Develop resource and delivery plans to satisfy long term view of demand in alignment with BU and Global IT Strategy.

+ Assist & deliver input to EMEA OSC Portfolio Lead for the budget and allocation process.


Minimum Required Qualifications

+ Bachelor’s degree in Business Administration, Computer Science or Management Information Systems; OR equivalent experience

+ 7 years of total IT and business/industry work experience

+ 5 years of experience in manufacturing related roles

+ 2 years experience in IT service management or similar roles

+ Ability to work across multiple functional teams to set direction, build consensus and solve problems

+ Strong knowledge of IT Service management processes and practices

+ Experience in incident and crisis management experience in a large scale, high availability organization

+ Strong background in ITIL (preferred) or similar process oriented framework

+ Demonstrated experience with leading change initiatives, within an IT context, and in a complex, multi-faceted environment

+ Demonstrated strong and effective communications skills and working relationships with colleagues throughout IT and the business at management level

+ Knowledge of infrastructure technologies and business applications in the automation domain, and the relationships between each other and with automation equipment

+ Business fluency in English

+ 10-20% Travel

Preferred Qualifications

+ Masters degree in Business or IT

+ Experience in service design and implementation

+ Demonstrated skill in managing the delivery of services provided by third parties and internal IT providers through definition and maintenance of SLA’s

+ Experience with both in-house developed and packaged implementations

Our Offer

In return for your expertise and commitment, we will provide a fast paced stimulating international environment, which will stretch your abilities and channel your talents. We also offer competitive salary and benefits combined with outstanding career development opportunities in one of the largest and most solid private companies in the world. Interested? Then make sure to send us your CV and cover letter in English today.

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Information Technology

Primary Location


Other Locations

BG-08-Sofia, Poland-MZ-Warsaw, Netherlands-NH-Schiphol



Job Type



Day Job

Req ID:


At Cargill, everyone matters and everyone counts. Cargill is committed to creating and sustaining an inclusive and diverse work environment where all employees are treated with dignity and respect. As such and in alignment with our Guiding Principles, Cargill’s long-standing equal employment opportunity policy prohibits discrimination and harassment against any employee or applicant based on race, ethnicity, color, religion, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, disability, pregnancy, genetic information, marital status, family status, citizenship status, veteran status, military status, union affiliation, or any other status protected by law. 

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