Global D&T Process Owner (Incident & Problem Management)

HEINEKEN aspires to become the best-connected brewer. To support this ambition, the company is deploying the Digital Backbone, a global cross-functional business transformation programme linking processes, systems and digital platforms worldwide.

Within the Service Integration and Management function, the Global Process Owner will define, implement and continuously improve IT Service Management processes across the organization.

Responsibilities

• Define, maintain and govern IT Service Management processes in alignment with ITIL best practices.
• Lead and mentor a team of Process Managers to ensure consistent execution and continuous improvement.
• Ensure end-to-end process design and integration across IT platforms, products, functions and regions.
• Drive continuous improvement by analyzing performance metrics, identifying gaps and implementing corrective actions.
• Support audits and compliance activities by ensuring processes meet internal and external regulatory requirements.
• Foster operational excellence and user-centric service delivery.
• Ensure data quality, consistency and integrity within the ITSM tool across managed processes.

Requirements

• Overall 10 years of process management experience, including at least 5 years as a Process Owner.
• Strong understanding of IT Service Management frameworks and ITIL best practices, supported by ITIL Managing Professional or Strategic Leader certification.
• Experience designing and implementing ITSM processes in a multinational enterprise environment.
• At least 5 years of leadership experience.
• Business acumen and the ability to align IT service delivery with business priorities.
• Knowledge and experience with the ServiceNow ITSM module.
• Knowledge of modern ITSM tools, automation, AI-driven support technologies and digital workplace solutions.
• Excellent communication, negotiation and stakeholder management skills.
• Experience working with vendors and managing third-party contracts.
• Ability to analyze data and metrics to drive decision-making and continuous improvement.

Additional qualifications

• Project management certification.
• Experience with Agile ways of working.
• ServiceNow Admin Foundation experience.
• Experience in the FMCG sector.