DSM-Firmenich - Senior Service Delivery Manager - Workplace & Collaboration - D&T

Description:

Take on a high-impact role leading the delivery of Workplace & Collaboration services for over 30,000 users across 60+ countries. In this position, you will play a pivotal role in shaping the future of how our people connect, communicate, and collaborate by driving innovation, operational excellence, and human-centered experiences.

As the Workplace & Collaboration Services Lead, you will champion AI-driven operations to enhance productivity, automation, and user satisfaction while inspiring and guiding our global service partners to achieve excellence through a culture of accountability, innovation, and continuous improvement. You will design and deliver seamless digital workplace experiences that bring people together - no matter where they are-to collaborate effectively and thrive in a connected environment.

In this role, you will also ensure reliable, secure, and scalable collaboration platforms that empower teams to perform at their best every day. By working closely with IT, HR, and business leaders, you will align technology strategies with organizational goals and employee needs. This position offers a unique opportunity to lead transformation at scale, combining technical expertise with vision and empathy to create meaningful impact for thousands of employees worldwide.

Key Responsibilities:

- Leadership: Lead and inspire cross-functional teams to deliver high-quality Workplace & Collaboration services with consistency & accountability.

- Stakeholder Management: Build strong relationships with stakeholders and ensure alignment with business goals and service expectations.

- Continuous Improvement: Drive ongoing enhancements in service delivery through structured feedback loops, performance monitoring, and process optimization.

- Operational Excellence: Ensure seamless execution of services, maintain high levels of operational efficiency, and uphold service level agreements.

- Communication: Communicate clearly and effectively across all levels of the organization, ensuring transparency and shared understanding.

- Problem-Solving: Address and resolve service issues promptly, applying root cause analysis and corrective actions to prevent recurrence.

You Bring:

To excel as a Senior Service Delivery Manager for Workplace & Collaboration, you should bring the following essentials:

- Bachelors degree in information technology, Computer Science, or a related field combined with an extensive (>10 years) experience in IT service delivery management in a Microsoft environment, particularly in Workplace or infrastructure, hosting/cloud, and reporting.

- Proficiency in ITIL framework, along with a strong understanding of security frameworks, compliance standards, and regulations. Moreover, expertise in managing and delivering services based on Microsoft solutions, including Office 365, SharePoint, Teams, and other Microsoft Workplace tools.

- Fluent in English, both written and verbal, with excellent interpersonal and presentation skills to engage with all levels of the organization.

- Proven ability to lead and inspire cross-functional teams, fostering a collaborative and inclusive environment.

- Strong analytical skills to manage multiple priorities, resolve service issues, and drive continuous improvement.

- Experience in managing large managed security services, including delivery and contract management, with a commercial attitude and negotiation skills.

We Bring:

- Strategic Impact: A high-visibility role ensuring the seamless delivery of Workplace & Collaboration services that support the digital backbone of our enterprise.

- Cross-Functional Collaboration: Partner with leaders across D&T, Cybersecurity, Service Excellence, Infrastructure, and Business Platforms to align service delivery with business needs.

- Growth & Development: Opportunities to lead service improvement initiatives, refine operational practices, and contribute to the evolution of enterprise service standards.

- Global Reach: Operate in a diverse, international environment with influence across regions and functions.

- Empowered Culture: Be part of a collaborative, agile, and purpose-driven team focused on delivering reliable, user-centric services.

About Dsm-firmenich:

At dsm-firmenich, we dont just meet expectations we go beyond them. Join our global team powered by science, creativity, and a shared purpose: to bring progress to life. From elevating health to making fortified food and sustainable skincare, the impact of your work here will be felt by millions every single day. Whether its fragrance that helps you focus, alternative meat thats better for the planet, or reducing sugar without losing flavor, this is where you help shape the future of nutrition, health, and beauty for everyone, everywhere. And while youre making a difference, well make sure youre growing too. With learning that never stops, a culture that lifts you up and the freedom to move across businesses, teams, and borders. Your voice matters here. And your ideas? Theyre essential to our future. Because real progress only happens when we go beyond, together.

Inclusion, Belonging And Equal Opportunity Statement:

At dsm-firmenich, we believe being a force for good starts with the way we treat each other. When people feel supported, included, and free to be themselves, they do their best work and thats exactly the kind of culture were building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong. Were proud to be an equal opportunity employer, and were serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, were committed to reflecting the world we serve. We welcome candidates from all backgrounds no matter your gender, ethnicity, sexual orientation, or anything else that makes you, you. And if you have a disability or need any support through the application process, were here to help just let us know what you need, and well do everything we can to make it work.

Agency Statement:

Were managing this search directly at dsm-firmenich. If youre applying as an individual, wed love to hear from you. Were not accepting agency submissions or proposals involving fees or commissions for this role.