IT & IS Service Delivery Manager

Job Description

Are You Ready to Make It Happen at Mondelēz International/Ernest Jackson & Co Ltd?

Join our Mission to Lead the Future of Snacking. Make It Uniquely Yours.

Ernest Jackson & Co Ltd (EJ) is a pharmaceutical (medicated confectionery) and vitamin/mineral supplement (VMS) subsidiary of Mondelez International, based in Crediton, Devon. EJ's vision is to "Make Healthcare Easier" by developing, manufacturing and marketing products that help consumers more easily understand and consume the healthcare products they need when and where they need them. As well as being the home of several well-loved brands such as Bassetts Vitamins and Potter’s Cough Pastilles, EJ also support UK and international customers in developing their private label, premium and niche brands. EJ is regulated by the Medicines and Healthcare products Regulatory Agency (MHRA).

How you will contribute

IT Strategy & Consultancy

• Enable departments to make informed technology decisions — through direct advice, or by connecting them with the right MDLZ teams and channels.

• Build and maintain strong stakeholder relationships with senior MDLZ personnel and the teams responsible for the elements of MDLZ IT infrastructure and systems in order to ensure a high quality of service to EJ.

• Conduct an annual review of EJ's IS provision, including a SWOT analysis of the current technology landscape.

• Develop and maintain a rolling IS roadmap covering risks, opportunities, resource requirements and priorities. Use the roadmap to communicate IT direction and investment needs to the wider business.

• Support departments in the continuous improvement of their processes through digital transformation, especially with regards to the utilisation of Microsoft Business Central (BC365) functionality.

• Maintain an overview of guidance and principles issued by the Validation department with regards to Computer Systems Validation and MHRA requirements, ensuring IT & IS service delivery activities align where applicable

-        Maintain an overview of developments within the Automated Engineering department, particularly with regards to any future OT/IT convergence, and understand the potential implications for IT & IS service delivery

Systems & Application Ownership

• Administer EJ-specific systems and applications as defined in the IS Landscape document (e.g. ERP licence and role assignment).

• Provide first-line triage for system issues before escalating to the relevant vendor.

• Manage EJ-owned servers (currently two), ensuring performance, patching and anti-virus compliance. Lead the transition away from locally owned physical servers.

• Maintain the IS Landscape document detailing support agreements, version numbers and other ways of working for EJ-specific applications and systems not supported by MDLZ.

• Promote business ownership of IT solutions within departments, ensuring system business processes and data accountability sits with the appropriate business owners rather than centralising in IT.

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Incident & Service Management

• Drive rapid resolution of systems and infrastructure issues by coordinating across MDLZ teams and vendors, minimising business disruption.

• Develop and maintain reporting on IT related KPIs, SLAs and customer feedback, including the logging of all issues and incorporation of MDLZ data.

Budget & Vendor Management

• Forecast and monitor an IT budget of c.£0.2m, primarily consisting of consumables and support contracts.

• Manage procurement services (vendor selection and management, SLAs, POs, invoices, cost management, GRNs) for consumables and cross-departmental IT services (e.g., ERP system, telephony).

Business Continuity & Governance

• Design, document and test a disaster recovery and business continuity solution for EJ.

• Ensure onsite file server access is monitored and audited regularly, with effective management of disk space, folder structure and ownership.

• Chair a monthly IS governance process reviewing future IS considerations and the impact of MDLZ change on EJ.

• Coordinate a bi-annual ERP release review change board ensuring that the correct process owners are involved.

Operational Enablement

• Provide, support and manage a cost-effective mobile telephony solution.

• Ensure the site user base is aware of MDLZ IT policies, standards and support procedures.

• Manage and maintain all AV equipment on site, utilising third-party suppliers where appropriate and liaising with relevant MDLZ teams for infrastructure, security or networking requirements.

• Ensure that all processes and work instructions are properly recorded, and that holiday and critical cover arrangements are in place with access to relevant knowledge management documentation.

What you will bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• Infrastructure technology, vendor relationship management and customer engagement experience and business acumen
• IT infrastructure.
• Working effectively with internal and external teams, leading when necessary
• Supplier relationship and contract management
• Customer service and communicating effectively, verbally and in writing





The responsibilities of this position are performed within the framework of a regional business model that is defined and managed by Mondelēz  Europe GmbH, Switzerland.

No Relocation support available

Business Unit Summary

Mondelēz International, Inc. empowers people to snack right in over 150 countries around the world. We are leading the future of snacking with mouth-watering iconic brands such as Oreo, belVita, LU and Ritz biscuits; Cadbury Dairy Milk, Green & Blacks, Milka and Toblerone chocolate; Philadelphia and Dairylea cheese; and Maynards Bassetts, Trebor and Trident gums. Our more than 80,000 colleagues around the world are key to the success of our business. Great people and great brands. That’s who we are. Join us on our journey to continue leading the future of snacking around the world by offering the right snack, for the right moment, made the right way.

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type

Regular Technology Infrastructure Technology & Digital