Manager Service Desk & IT Service Mgt

Welcome to Panavora.

Panavora is one of the two standalone entities created from dsm-firmenich Animal Nutrition & Health, as part of the divestment to CVC Capital.

At Panavora, we believe that solving the future of food starts with extraordinary people. As the global demand for sustainable and affordable nutrition continues to grow, we're leading the transformation of animal health and nutrition through a unique combination of scientific expertise, data-driven services, and digital innovation.

Joining Panavora means becoming part of a purpose-driven organization that empowers customers across the entire food value chain to make smarter decisions, improve transparency, and create more sustainable outcomes. If you're motivated by innovation, collaboration, and the opportunity to create global impact, we'd love to have you on our team.

• Own end-to-end Service Desk and IT service operations, ensuring high-quality support, stable service delivery, and rapid major incident resolution.
• Lead the SIAM operating model and multi-vendor ecosystem, driving integrated service delivery, standardized ITSM processes, and cross-functional accountability.
• Govern service performance, user experience, and continuous improvement through SLA/KPI management, service excellence, and customer satisfaction initiatives.
• Own the ITSM/ESM platform strategy (e.g., ServiceNow), leveraging automation, AIOps, observability, and self-service capabilities to enhance operational efficiency and service reliability.
• Manage service providers, contracts, financials, and operational governance, ensuring cost efficiency, innovation, and compliance with security, audit, and regulatory requirements.
• Drive IT Service Management as a strategic capability by owning CMDB, service catalog, and service governance while integrating ITSM, automation, experience management, and service value practices."

• Bachelor’s or Master’s degree in IT, Engineering, or a related discipline.
• Experience in IT Service Management, Service Desk leadership, and enterprise service delivery.
• Strong expertise in ITIL practices, SIAM/multi-vendor environments, major incident management, and service performance governance (SLA/KPI/XLA).
• Hands-on experience with ITSM/ESM platforms (preferably ServiceNow), including CMDB, Service Catalog, service mapping, automation, and workflow optimization.
• Broad understanding of infrastructure, cloud, connectivity, cybersecurity, and business application landscapes, enabling end-to-end service ownership and user-centric support.
• Excellent leadership, analytical, stakeholder management, and communication skills, with the ability to translate complex technical concepts into clear business language and drive continuous improvement."

What we offer

Meaningful work: Help transforming animal health and nutrition to create a more sustainable, transparent, and resilient food system for people around the world.

Room to grow: Build your expertise through learning, career opportunities and supportive leadership.

A collaborative culture: Work with people who share ideas, celebrate progress and help each other succeed.

Flexibility and trust: Where possible, we support flexible ways of working that help you perform at your best.

A business with focus: Join a company designed to be closer to customers, faster in decision-making and clear in its purpose.

How to apply

Ready to take the next step? Please apply online by uploading your CV in English through our career portal. If you’d like to know more about the background of the role or have questions, please contact Rubia Passos - Rubia-R.Passos@dsm-firmenich.com

Inclusion and equal opportunity

We’re committed to creating a workplace where everyone can feel they belong, contribute and grow. We welcome applications from people of all backgrounds, identities and experiences.

We are an equal opportunity employer and are committed to a fair, inclusive hiring process. If you need support or adjustments during the application process, please let us know — we’ll do our best to help.

Agency statement

We are managing this recruitment process directly and are not accepting agency submissions or proposals for this role.