Regional Service Lead, IT Service Management

Careers at the Ice Cream Company

Life tastes better with ice cream

With 19,000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry.

What truly sets us apart is how we work.

We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high-performance, collaborative and focused on getting things done.

We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.

The Role

The Regional Lead, IT Service Management is responsible for overseeing the delivery, optimisation, and continual improvement of IT support and service management across multiple factory and office locations within the assigned region. This pivotal role ensures that IT services align with business objectives, regulatory requirements, and operational demands, while maintaining efficiency, resilience, and high customer satisfaction.

As a key member of the regional IT leadership team, the Regional Lead will drive accountability, foster collaboration with factory teams, and work closely with the regional Chief Information Officer to ensure seamless IT operations and strategic alignment.

What you'll be responsible for

• Provide strategic leadership and operational oversight for all IT Service Management activities within the assigned region, ensuring alignment with global IT policies and standards.
• Lead and manage regional IT delivery teams, and responsible for performance of regional support staff including field engineers.
• Drive Value Enhancement Scores (VES) activities as part of global initiatives and implement corrective actions in their region for continual improvement.
• Support implementation of IT service management frameworks, processes, and metrics, ensuring continuous improvement and compliance with service level agreements (SLAs).
• Act as the point of focus for critical IT incidents and service disruptions for respective regional factory and office, coordinating rapid resolution and robust problem management.
• Oversee the implementation and support of IT infrastructure, applications, and end-user services, ensuring consistency, reliability, and security across all regional locations.
• Drive regional IT projects and initiatives, collaborating with cross-functional teams to deliver on time, within scope, and to budget.
• Maintain strong governance over IT assets, budgets, and resource allocations within the region and ensure effective communication and alignment between regional IT, factory leadership, and global IT management.
• Manage large-scale IT support operations, ensuring robust disaster recovery and business continuity plans for high-volume production environments.
• Identify repeatable patterns and drive the evolution toward an AIOps/NoOps operating model to enhance Experience Level Agreements (XLAs).

Country-Specific Duties

• Netherlands (Amsterdam): Lead compliance with EU data protection regulations and oversee IT support for advanced manufacturing technologies and automation systems.

Collaboration and Stakeholder Management

• Work in close partnership with factory IT managers and operational teams to understand local needs, resolve issues, and implement best practices and Service Improvement Plans.
• Liaise directly with the regional CIO to align IT service management strategies with broader business objectives and participate in regional leadership forums.
• Build strong relationships with external vendors, third-party service providers, and local regulatory bodies as required.
• Facilitate knowledge sharing and the adoption of global IT initiatives at the regional and factory levels.

We're looking for someone who

• Minimum 12-15 years of progressive experience in IT service management or related fields, with at least 3-5 years in a leadership role overseeing multi-site operations.
• Bachelor’s degree in information technology, Computer Science, Engineering, or related discipline (Master’s preferred).
• Demonstrated expertise in ITIL or equivalent IT service management frameworks.
• Proven ability to manage large, geographically dispersed teams and complex stakeholder environments.
• Strong project management skills and experience delivering IT projects in manufacturing or industrial settings.
• Excellent communication, negotiation, and interpersonal skills, with fluency in English; additional languages relevant to region are advantageous.
• Deep understanding of regional regulatory, legal, cyber and compliance requirements for IT operations.
• Foundation Level AI certification is considered a plus; however, it is not a prerequisite.
• Regular travel within the assigned region and occasional international travel will be required to support factory sites, attend leadership meetings, and ensure effective stakeholder engagement; travel may be up to 20%.

Why join us?

This is a place for people who are passionate about ice cream and are growth obsessed - both for the business and for themselves. People who act like an owner and drive our business end-to-end. People who are driven by success to deliver more than we ever thought we could!

You’ll thrive here if you value an inclusive, low-ego, low-hierarchy culture and if you’re excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.

• Roles with real accountability and visible impact
• Free to move fast, experiment and challenge how things are done
• Continuous learning and development as the business grows
• Reward linked to performance and contribution

Your career here is shaped by what you deliver, as you work across functions and markets and grow with the business.