The Service Delivery Manager (SDM) will lead the IoT Operations Organization, ensuring the reliable delivery of Industrial IoT (IIoT) services across Mondelez International's global manufacturing footprint. This role is responsible for end-to-end service management — from incident and problem management to SLA governance, vendor oversight, and continuous improvement — ensuring the IoT platform and its applications deliver maximum value to plant operations.
You will:
Act as the primary point of contact for IoT service delivery across plant operations, IT, and business stakeholders;
Own and drive the end-to-end service delivery lifecycle for MDLZ IoT Platform and Applications;
Manage escalation processes and ensure critical incidents (P1/P2) receive immediate attention, including off-business-hours coverage;
Ensure platform availability, reliability, and performance across all connected plants and geographies;
Own the continuous improvement backlog and ensure timely development and deployment of CIs into the production environment;
Own the end-to-end release management lifecycle (Dev, Test, Stage, Prod) & process using DevOps for deploying new features /functionalities into the live environment;
Drive ITIL-aligned service management practices and maturity across the IoT Operations Organization;
Define & establish standardized ways of working, identify and implement improvement opportunities to strengthen the IoT Ops organization & processess;
Knowledge Management: Own the knowledge management and capability building of the IoT Ops organization;
Manage the relationship with outsourced operations partners including performance tracking, SLA compliance and continuous improvement with service partners sizing reviews based on ticket volumes, complexity, and plant locations;
Produce regular service delivery dashboards and reports for leadership, highlighting trends, risks, and improvement opportunities. Facilitate regular service review meetings with internal stakeholders and external partners.
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:
8–12 years in IT Service Delivery Management, preferably in manufacturing (CPG preferred) processes and systems.
Understanding of digital manufacturing applications, Industry 4.0 solutions would be an added advantage (CPG preferred)
Demonstrated experience leading a support organization in a large-scale global digital manufacturing program
Certifications: ITIL v4 Foundation (minimum); ITIL Managing Professional or Strategic Leader preferred
Experience with Service Now for incident and change management
Knowledge in AWS/Azure platform integration services with applications, other platforms and automation required.
Experience with AWS, Kubernetes, and container-based edge computing architecture
Experience with DevOps (GitHub pipelines, Helmchart, repos)
SAP ECC/S4H Manufacturing modules (PP/PI, QM, WM, IM, PM) exposure or knowledge required.
Strong leadership, communication and problem-solving skills;
Strong ownership mindset with a focus on outcomes and SLA adherence;
Ability to coordinate and supervise the work of across multiple workstream (incidents, continuous improvements) running in parallel;
Strong communication and interpersonal skills; ability to work effectively with global teams;
Work in an international environment with some travel;
Language Requirement: English Advanced (Fluent in written and spoken English).



No Relocation support available
At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.
We have a rich portfolio of strong brands globally and locally including many household names such as Oreo**,** belVita and LU biscuits; Cadbury Dairy Milk**,** Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.
Our 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world. Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen—and happen fast.
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.
Regular
Software & Applications
Technology & Digital
