Service Management lead

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.

We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference.

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.

Job Title

Global Service Management Lead

Scope

Europe Full time

Location

Pune, India

Terms

Full time

The role

Our Global Business Services (GBS) is the union of innovation, operational excellence, and digital transformation. We strive to elevate user experiences through standardized, cutting-edge automated solutions that promote efficiency, agility, and informed decision-making across various functions and markets.

The Service Management Lead is responsible for overseeing the implementation, configuration, and continuous improvement of the ServiceNow platform within TMICC. This role ensures that digital workflows are optimized to support business objectives, drive operational efficiency, and enable seamless service delivery across the organization. By acting as a bridge between technical teams and business stakeholders, the ServiceNow Lead plays a critical role in aligning technology solutions with TMICC's strategic goals, ultimately enhancing productivity and user satisfaction.

What You'll Be Responsible For

• Design, develop, and implement ServiceNow solutions based on business requirements.
• Customize and configure ServiceNow modules, workflows, forms, and business rules.
• Collaborate with stakeholders to gather requirements for ServiceNow applications.
• Analyse requirements to prioritise and owns the product backlog.
• Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes.
• Drives the analysis of stakeholder objectives, and the underlying issues arising from investigations into business requirements and identifies options for consideration.
• Drives selection of the requirements approach for projects, selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.
• Defines and manages scoping, requirements definition and prioritization activities for initiatives of medium size and complexity.
• Facilitates input from stakeholders, provides constructive challenge and enables effective prioritization of requirements.
• Drives improvements of UAT process, tools and methods and information with all parties involved.
• Ensures release processes and procedures are maintained.
• Creates stakeholder engagement/communications plan.
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.
• Collects and uses feedback from customers and stakeholders to measure effectiveness of stakeholder management.
• Develops and enhances customer and stakeholder relationships.
• Continuously monitors and evaluates team workload and organisational efficiency with the support of IT systems, data, analysis and team feedback and makes appropriate changes to meet business needs.
• Provides team members/direct reports with clear direction, coaching and targets that are aligned with business needs and GBS objectives
  
  

We're Looking For Someone Who

Rather than an exhaustive check list, focus on what really matters.

• E2E processes in Global Business Services
• Having 15+ years of overall experience with a minimum of 7 years of relevant experience
• People management skills with experience in leading Teams (directly / indirectly) for at least 3+ years
• Analytical thinking, solution-oriented, clear, and structured way of working
• Strong ability to gain understanding of customers’ business processes and unmet needs, while also managing expectations and scope.
• Strong ability to develop and present new ideas, concepts, approaches, and solutions.
• Strong experience with agile development methods and with cross-functional and regional projects.
  
  

What You'll Get

Alongside meaningful work and strong development, we offer a reward package that typically includes

• Market-competitive pay and performance related rewards
• Flexible ways of working
• Support for health, wellbeing and life outside of work
• Time off to rest and recharge
• Ongoing learning and development opportunities
• Specific benefits vary by location
  
  

#TMICC

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 culture, with low ego and hierarchy - 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.

Ready to build the future of Ice Cream?

If this sounds like the place where you'd thrive, we'd love to hear from you. Apply online and share your CV. We'll review your application and be in touch with the next steps.

If you are an individual with a disability and require assistance at any time during our recruitment process, please let your Talent Acquisition Partner know.

Additional Information

The Magnum Ice Cream Company is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.