Service Coordinator / English

Our client is the #1 premium wine and spirits organization globally, managing 240 premium brands across 160 countries.
They are currently preparing a major technological milestone: a global ERP transition (from JD Edwards to SAP) kicking off in 4 months. We are seeking a Service Manager to design, govern, and evolve their new global IT support model within an Agile, fast-paced environment.
Process & Transition Management: Lead and optimize end-to-end ITIL v4 processes (Incident, Change, Problem, and Request) ensuring business continuity during the SAP rollout.
Crisis Management: Act as the ultimate escalation point for global issues, leading the crisis cell ( Major Incidents ) under high-intensity situations to protect business operations.
Team & Partner Governance: Lead a global team of service management coordinators and manage external outsourcing partners/vendors, governing their performance against strict SLAs.
Data & Tooling: Leverage leading ITSM platforms (ServiceNow) and analytics (PowerBI) to establish smart KPIs and drive continuous service improvement.
Experience: 5+ years in IT Service Management or Service Delivery, preferably within a global, multinational, or federated environment.
ERP Context: Prior experience supporting or transitioning major ERP systems ( SAP rollouts or Hypercare phases is highly valuable).
Frameworks & Tools: Deep knowledge of ITIL processes (ITIL v4 certification is a plus) and hands-on experience with ServiceNow or similar large ITSM tools. Familiarity with Agile ways of working.
Fluent English (written and spoken) is mandatory for daily global collaboration.
Competitive base salary + performance bonus.
Private Medical Insurance, Life & Accident Insurance, and Company Pension Plan.
Flexible working hours and hybrid remote work model.
Clear paths for international career growth within a market-leading global group.