Director, Service Management and Experience Lead

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Join dsm-firmenich as our Service Management & Experience Lead and move IT support from reactive ticketing to experience led intelligence. In this strategic D&T role, you'll embed ITSM governance, enable automation powered process shifts, stand up Swarming and XLAs to industrialize a modern, user centric operating model.

Your key responsibilities:

• Own the operating?model transition from process?centric ITSM to a unified, experience?driven support model that integrates product/platform teams, automation, and partner collaboration under a single value framework
• Governance & Change Enablement - Establish and uphold ITSM governance standards across incident, problem, and change while evolving to Intelligent Detection & Swarming, Experience?driven Prevention, and Smart CAB (risk?based, CI/CD?aligned) without compromising control and compliance
• Experience Leadership & XLAs - Design experience journeys and XLA frameworks integrate VoE/DEX telemetry translate insights into prioritized improvements with clear links to business outcomes and productivity
• Automation Enablement - Define and implement automation use cases, event?to?workflow integrations, guardrails, and runbooks that enable new ways of working at scale. Ensure automation is embedded in ITSM processes to drive efficiency, speed, and consistency across incidents, problems, and change management.
• Partner with SIAM & Providers - Serve as the bridge to SIAM and our managed service partners to align contracts, OLAs/XLAs, playbooks, and scorecards orchestrate smooth adoption across all teams
• Swarming & Operational Excellence - Institutionalize swarming practices for major incidents and complex problems coach resolver groups drive continuous improvement through root?cause learning, knowledge capture, and prevention
• Performance Management & Reporting - Build executive?ready dashboards and KPIs that unify reliability, experience, and automation impact ensure transparent status, risks, and benefits across platforms and services

We offer:

• Strategic Influence: A pivotal role shaping how governance, experience, and automation come together to deliver service excellence across a multi?provider environment
• Innovation & Transformation: Be at the heart of our operating?model evolution, embedding intelligent operations and modern practices like Swarming and XLAs
• Cross?Functional Collaboration: Work closely with platform leads, product owners, and other functions across Digital & Tech, Global Enterprise Services and providers to land the model end?to?end.
• Innovation & Transformation: Be part of a dynamic transformation journey, contributing to the evolution of the Digital &Tech operating model and the integration of intelligent service management practices.
• Professional Growth: Opportunities to lead strategic initiatives, influence enterprise standards, and contribute to the development of governance frameworks and performance metrics.
• Global Impact: Operate in a diverse, international environment with exposure to enterprise?wide programs and the ability to influence employee experience and service delivery outcomes across regions and functions.

You bring:

• Education: Bachelor's degree in information technology, Computer Science, or a related field.
• Mandatory ITIL 4 Managing Professional/Strategist & ServiceNow CSA/ITSM Implementation
• Skills: Transformation track record: 10+ years in ITSM/operations, incl. 3-5+ years leading support?model change (automation/AIOps integration, experience management) in multi?provider/SIAM environments.
• Methods & mindsets: ITIL 4, pragmatic SRE principles, Agile/Lean.
• Provider orchestration: success partnering with SIAM and suppliers to translate contracts into behaviors, OLAs/XLAs, and day?to?day runbooks
• Influence & communication: clear executive storytelling ability to coach swarms and align senior stakeholders around measurable experience and reliability outcomes
• Strong understanding of ITSM processes and governance frameworks.

About dsm-firmenich:

go beyond, together.

Our application process:

Interested in this position Please apply on-line by uploading your resume in English via our career portal ().

For further information, please contact Panchsheel Maske, Talent Acquisition Business Partner ([HIDDEN TEXT])

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 that's exactly the kind of culture we're building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong.
We're proud to be an equal opportunity employer, and we're serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, we're 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, we're here to help - just let us know what you need, and we'll do everything we can to make it work.

Agency statement

We're managing this search directly at dsm-firmenich. If you're applying as an individual, we'd love to hear from you. We're not accepting agency submissions or proposals involving fees or commissions for this role.