Analyze and assess an organization's IT systems, processes, and infrastructure, such as software development, infrastructure development, end user support, data management, and cyber security. Identify areas for improvement and recommend solutions to optimize technology performance and efficiency. Provide technical support, troubleshoot issues, and implement new technologies to meet business needs. May involve working with various stakeholders to gather requirements, develop plans, and communicate technical information to non-technical users.
DTS EAME Sub-Regional Lead
Are you passionate about delivering exceptional technology services while leading high-performing teams across multiple locations? Join IFF and help shape the digital experience that enables our people, sites, and innovation to thrive.
At IFF, an industry leader in food, beverage, health, biosciences, scent, and pharmaceutical solutions, we combine science, creativity, and innovation to create products that delight consumers worldwide. Our Digital Technology Services (DTS) organization plays a critical role in enabling business success through reliable, secure, and user-focused technology solutions.
As a member of the Digital Technology Services (DTS) organization, the DTS EAME Sub-Regional Lead is accountable for coordinating site technology support, service delivery, stakeholder engagement, and operational performance across an assigned sub-region. The role ensures reliable, secure, and customer-focused technology services for manufacturing sites, offices, laboratories, and innovation locations while enabling local business operations through consistent processes, clear ownership, and strong collaboration with global and regional DTS teams.
Join a dynamic, passionate, supportive, and highly engaged team committed to delivering outstanding technology services and enabling business success across the EAME region.
The role partners closely with the Regional DTS Director, site leaders, Global Service Desk, workplace services, infrastructure, cybersecurity, applications, project delivery teams, vendors, and facilities partners. The Sub-Regional Lead provides day-to-day leadership for local DTS resources, supports regional priorities, drives service improvements, and ensures incidents, requests, changes, projects, audits, and compliance activities are managed with the appropriate level of urgency and discipline.
Where You'll Make a Difference
People Leadership (20%)
- Lead, coach, coordinate, and develop DTS team members across the assigned sub-region.
- Foster a customer-focused, accountable, and collaborative team culture.
- Support employee growth, engagement, and performance through effective leadership and mentoring.
Service Delivery & Operations (25%)
- Ensure efficient management of incidents, requests, tasks, changes, escalations, backlogs, and local queue performance.
- Drive adherence to agreed support processes and ServiceNow workflows.
- Monitor operational performance and service quality to deliver an excellent user experience.
Stakeholder & Site Engagement (15%)
- Partner with site leaders, facilities teams, and business stakeholders to clarify support ownership and priorities.
- Build trusted relationships across locations and functions.
- Promote consistent communication and customer satisfaction across supported sites.
Project & Change Coordination (15%)
- Coordinate global and regional technology deployments, upgrades, refreshes, pilots, and transitions.
- Ensure site readiness, stakeholder alignment, adoption planning, and successful local execution.
- Support post-implementation activities and continuous operational stability.
Compliance, Cyber Hygiene & Risk (10%)
- Support endpoint compliance, asset management accuracy, access governance, and audit readiness.
- Drive cybersecurity awareness and remediation activities in alignment with DTS standards.
- Assist with risk mitigation initiatives and compliance programs.
Vendor, Asset & Lifecycle Management (10%)
- Coordinate vendor activities and service delivery across assigned locations.
- Support hardware lifecycle planning, procurement inputs, inventory visibility, and local infrastructure requirements.
- Monitor vendor performance and drive service quality improvements.
Continuous Improvement (5%)
- Identify recurring issues and improvement opportunities.
- Strengthen knowledge management, process adherence, and operational efficiency.
- Promote automation, self-service capabilities, and simplified ways of working.
What Makes You the Right Fit
- Strong customer-service mindset with the ability to balance business urgency, operational excellence, and user satisfaction.
- Proven leadership, coaching, prioritization, and coordination skills across geographically dispersed teams.
- Excellent communication and stakeholder management skills.
- Strong knowledge of IT Service Management (ITSM) practices, including incident, request, change, problem, backlog, and escalation management.
- Ability to analyze operational data and reporting to identify service trends, risks, SLA concerns, and improvement opportunities.
- Strong English communication skills; additional local language capabilities are an advantage depending on the assigned sub-region.
Required Experience:
- 7+ years of experience in digital workplace, site technology, infrastructure, service delivery, or end-user technology environments.
- Experience leading or coordinating technical resources across multiple sites, countries, or business-critical operations.
- Experience supporting international manufacturing, R&D, office, or hybrid workplace environments.
- Hands-on experience with ServiceNow or equivalent ITSM platforms, including ticket quality management, queue management, SLA monitoring, and reporting.
- Experience coordinating technology projects, deployments, stakeholder communications, and site readiness activities.
- Experience managing external vendors, including service delivery oversight, escalations, procurement coordination, and performance monitoring.
How Would You Stand Out?
- Experience with Microsoft 365, Windows modern management, endpoint lifecycle management, mobile device support, collaboration technologies, AV/VC solutions, LAN/Wi-Fi/SD-WAN environments, printing services, identity management, and local infrastructure support.
- Knowledge of manufacturing and laboratory technology environments, including production-critical support requirements and site-specific operational constraints.
- Understanding of cybersecurity fundamentals, endpoint compliance, vulnerability remediation, audit readiness, and data protection practices.
- Experience driving continuous improvement initiatives, automation projects, self-service adoption, knowledge management, and process optimization.
Why Choose Us?
At IFF, we believe that innovation starts with people. You'll have the opportunity to work in a truly global environment, collaborate with talented colleagues across regions, and make a direct impact on the technology services that support our manufacturing, innovation, and business operations.
We offer meaningful career development opportunities, exposure to complex international environments, and the ability to contribute to digital transformation initiatives that help shape the future of our business.
We are a global leader in taste, scent, and nutrition, offering our customers a broader range of natural solutions and accelerating our growth strategy. At IFF, we believe that your uniqueness unleashes our potential. We value the diverse mosaic of the ethnicity, national origin, race, age, sex, or veteran status. We strive for an inclusive workplace that allows each of our colleagues to bring their authentic self to work regardless of their religion, gender identity & expression, sexual orientation, or disability.
Visit IFF.com/careers/workplace-diversity-and-inclusion to learn more