Global Service Delivery Director

Tech at Pernod Ricard isn’t your average Tech job — we do things differently. From day one, you’ll be part of our borderless ‘one Tech team,’ driving global impact for iconic brands loved worldwide. And as Tech evolves, so do we. We give our people the platforms and opportunities to grow and shape their careers. At Pernod Ricard, we don’t just do Tech. _We do Tech with a twist._

Ready to make a Tech impact? Pernod Ricard is looking for a **Global Service Delivery Director** ****

From our **HQ in central Paris**, connect with our experts located across the world, and start an exciting journey with international opportunities_._

**Your key missions**:
You will work together with CTO, directors of Service Management, Incubation & Platform, Core Operations (Modern Workplace, Infra & Cloud) and Proximity, to deliver tech services for 25,000 end-users in 450 sites over 70 countries globally.

You will manage 9 Management Entity Service Delivery Senior Managers, establish and maintain effective Service Delivery processes, monitor the performance and oversee global management of Service Desk (externalization of contracts).

**1. You will drive continuous improvement and change management activities for service delivery team**:

- Shape strategic roadmap and topics for Service Delivery and Service Desk
- Convert Service Delivery and Service Desk strategy / objectives into a roadmap with key results
- Build and drive change plan to ease global and local adoption of new processes or products
- Engage with Management Entity Service Delivery Senior Managers & teams to capture, understand and assess their needs/ feedback related to service delivery and service desk, objectively.
- Interact with the Tech Success Directors to harmonize the performance of Service Delivery and Service Desk and share outcomes to the Product Owners.

**2. You will oversee Service Delivery entities**:

- Oversee end-user support and satisfaction scores at a global level
- Consolidate Management Entity KPIs to pinpoint global areas of improvement
- Act as the global point of contact for stakeholders in case of dissatisfaction, critical incidents, problems and major changes

**3. You will drive synergy and delivery excellence through close collaboration between Services desk and delivery**
- Modernize Service Desk in line with PR ambition, industry standards and best practices
- Report, analyze and act on performance of global Service Desk and Service Delivery teams in partnership with Service Management
- Supervise global management of Service Desk (externalization of contracts) with Service Desk Team
- Drive end-user coaching and product adoption as relevant

**4. Financial and Budget management**
- Look for opportunities to improve efficiency and optimize the spend on the Service Delivery and Service Desk services
- Arbitrage demands related to user and site suite in 9 Management Entities
- Managing global OPEX and CAPEX budgets of Service Delivery and Service Desk

**5. Team management and development**
- Manage senior managers and product owner with multi-layer of resources, external consultants and vendors/partners
- Manage different time zones and cultures globally

**If you recognize yourself in the description below, don’t wait to apply**
- 20+ years of experience working in the field of Tech Services in a multi-vendor, global environment
- Understanding of IT Service delivery / Desk processes (plus: ITIL certified and practitioners)
- Sound knowledge of a global tech and business context, ambitions & challenges
- Strategic thinking with innovation-driven mindset
- Working experience of Service Delivery and Service Desk processes, procedures and policies and driving effectiveness
- Good understanding of Service Development, Management and Operation tools
- Maturity in people leadership and management skills
- Proven relationship building and stakeholder management
- Financial and budget management related to Tech topics at scale
- Strong communication and articulation skills
- Experience in managing large-scale outsourcing implementations on a fast-paced environment
- Experience in dealing with M&A or crave-out projects

**Wait, there’s more**

We offer you an outstanding and collaborative workplace that embodies our sharing & conviviality culture, the possibility to work remotely (up to 2 days a week), a very complete mutual insurance, an attractive compensation including profit-sharing, the possibility to train daily, employee events
- Pernod Ricard is committed to offering equal opportunities to all talents. Our recruitment methods focus on skills and competencies._

**Job Posting End Date**:
**Target Hire Date**:
2025-12-01

**Target End Date**: