IT Service Assurance Manager EAME

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Company Description

Syngenta Group, a global leader in agricultural technology and innovation, employs 60,000 people across more than 100 countries to transform agriculture through tailor-made solutions for farmers, society, and our planet. Our diverse portfolio encompasses seeds, crop protection, nutrition products, agronomic solutions, and digital services, all designed to help farmers produce healthy food, feed, fiber, and fuel while conserving natural resources and protecting the environment. Our mission is to address critical challenges such as climate change and food security through sustainable practices and cutting-edge solutions, while safeguarding the planet's resources.

Job Description

We are looking for an IT Support Program Leader to own the end-to-end execution, stability, and scale of the NextGen IT Support model - ensuring a smooth global transition, reliable service delivery, and sustained trust during transformation.

This role is accountable for making the new support model work in practice.

Responsibilities/accountabilities will also include;

1. NextGen Support Model Delivery

• Lead execution of the global IT support transformation
• Ensure remote and on-site support models are implemented as designed
• Own transition planning, sequencing, and risk mitigation

1. Operational Ownership & Vendor Delivery

• Primary operational interface with TCS for IT Support services
• Translate contractual commitments into day-to-day delivery
• Monitor performance, manage escalations, and drive continuous improvement
• Escalate strategically, not reactively

1. Regional Engagement & Trust

• Act as the consistent point of contact for regional IT leads
• Absorb feedback, separate risk from resistance, and close loops
• Ensure regional realities inform execution without derailing the model

1. Service Stability During Change

• Maintain service continuity while new capabilities roll out
• Protect SLAs, user experience, and operational confidence
• Ensure incidents, requests, and escalations are handled cleanly

Qualifications and required experience

• Bachelor's degree in Computer Science, Information Technology, or related field; Master's degree preferred
• Solid experience in IT Service Management with exposure a leadership role managing large-scale support operations
• Proven track record of successfully managing vendor transitions and relationships, particularly with major IT service providers
• Experience in implementing and managing global support models, preferably in organizations with 10,000+ users
• Strong background in ITIL framework with relevant certifications (ITIL v4 Foundation minimum)
• Demonstrated experience in digital transformation projects, including implementation of AI-driven solutions and digital experience management tools
• Track record of maintaining service stability during major organizational changes while meeting SLAs and KPIs
• Change management expertise and strong stakeholder management abilities
• Experience with remote support delivery models and working in a matrix organisation is desired
• Knowledge of AI and automation in IT support is desired

Qualifications

Additional Information

What we offer

• Extensive benefits package including a generous pension scheme, bonus scheme, private medical & life insurance.
• Flexible working, dependent on role requirements
• Up to 31.5 days annual holiday.
• We offer a position which contributes to valuable and impactful work in a stimulating and international environment.
• Learning culture and wide range of training options.