Leads and owns the foodpanda employee IT experience in a large market (typically more than 500 users) or multiple markets, ensuring that KPIs, SLAs and CSAT targets are constantly met for the team.
Collaborate with regional IT teams to ensure consistent service standards and alignment with corporate IT policies and guidelines.
Establish and maintain effective communication channels to address IT-related concerns and service requests promptly.
Has a thorough understanding of local culture and actively seeking how technology enables the business to go faster.
Develops and maintains continuity plans to address local business continuity.
Consistently seeks opportunities to improve processes/procedures and work with respective stakeholders to initiate and implement these improvements for the betterment of foodpanda.
Team Coordination and Management:
Lead and guide a team of ITSD professionals responsible for providing on-site and remote IT support.
Ensure training and orientation for new IT employees to enable them to become productive upon onboarding. Includes assigning a mentor for new joiners if necessary.
Foster a culture of teamwork, knowledge sharing, and continuous improvement within the local IT teams.
Set clear performance goals, conduct regular performance evaluations, 1 to 1 catchup meetings and support career development for team members.
Identifying skill gaps in the team and developing growth plans and training opportunities for the team and individuals.
Be the go-to person for your team to help resolve potential risks, blockers, and dependencies. When required stay hands-on and invest your time into operational tasks.
Business travel may be required within local markets.
Incident and Problem Management:
Oversee the resolution of IT incidents and problems to meet defined service level agreements (SLAs) and minimize business disruptions.
Implement best practices for incident escalation and timely communication with affected parties.
IT Project Management:
Coordinate and lead IT projects within the local market(s), collaborating with project managers, business stakeholders and IT teams.
Ensure project timelines, budgets, and objectives are met while adhering to quality standards.
Vendor Management & Procurement:
Ensuring internal procurement processes, policies and guidelines are followed and adhered to and proper segregation of duties between procurement and IT. i.e., procurement is responsible for all procurement processes (e.g. pricing, terms and conditions, etc) while IT will be responsible for the technical requirements.
Engage and manage relationships with local IT service vendors and suppliers.
Monitor local vendor performance, service levels, and contract compliance to ensure quality service delivery.
IT Governance and Compliance:
Understand and ensure adherence to IT policies, procedures, and security standards for self and team.
Contribute to the development of local/regional policies with alignment with respective stakeholders.
Works with Regional and Global InfoSec teams to take appropriate steps to address security incidents, if necessary
Collaborate with internal and external audit teams to fulfil IT-related audit requirements.
Budgeting and Resource Allocation:
Develop the IT budget and allocate resources effectively to achieve optimal service delivery.
Report, Monitor and Control IT expenditures within the assigned budget limits.
Advises human resources colleagues on staffing needs and participates in the hiring and training process.
Stakeholder Engagement:
Build and maintain strong relationships with business stakeholders and senior leaders in the market or cluster.
Conduct regular meetings to understand their IT needs and align IT services accordingly.
What you need to be successful
Proven experience (5+ years) in leading a team in ITSD management, including experience managing multiple locations or a cluster of offices with a large number of users (500+ users)
Understanding of IT service management principles and frameworks, such as ITIL.
Excellent leadership, communication, and interpersonal skills.
Demonstrated ability to manage and prioritize multiple projects and initiatives.
Familiarity with project management methodologies and tools.
Knowledge of IT security, compliance, and governance best practices.
Experience in vendor management and contract negotiation.
Great Interpersonal and stakeholder management skills with ability to effectively engage with local leadership/stakeholders and global/regional IT leadership
An individual who pays attention to details
Relevant certifications (e.g., ITIL, PMP) are advantageous.
Who we are
foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
