TS&O Digital Enablement Lead

Descripción del puesto:

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)

TS&O Digital Enablement Lead is member of the TS&O Hub Europe and builds a digitally enabled organization by empowering Hub and Operational Companies, to adopt and use digital products effectively and responsibly. As part of the Global Competence Centre Digital Enablement within TS&O, this role focuses on implementing the Digital Enablement strategy across portfolios in alignment with the Portfolio Owners, ensuring alignment with business needs and seamless adoption of digital tools across European Operational Companies.

As a senior member of the TS&O Hub Europe and the Global Digital Enablement Competence Centre, you will sit at the intersection of service management, customer success, and digital transformation. You will be accountable for how TS&O services are experienced, adopted, operated, and continuously improved-turning strategy into sustainable business outcomes.

This role is critical to ensuring TS&O Digital Products become trusted, high-performing services used daily by OpCos. You will directly shape service quality, customer satisfaction, and long-term value delivery across Europe.

Your responsibilities would include:

* Service Management & Customer Success:

* owning the end-to-end service adoption lifecycle for TS&O digital products across European OpCos

* acting as the primary service interface for OpCos, ensuring clarity on scope, ownership, and expectations

* managing and coordinating global partners and service providers, driving performance and accountability

* translating product capabilities into operationally consumable services, aligned to OpCo maturity

* defining and executing service enablement plans covering onboarding, change, communication, and upskilling

* monitoring service usage, experience, and risks, and leading issue management and escalations across team

* Product & Service Alignment:

* partnering with TS&O Product Owners to ensure services are operable, supportable, and scalable by design

* influencing product roadmaps through a service management and customer impact lens

* supporting product launches and changes, ensuring OpCos are operationally ready

* acting as a bridge between TS&O products, OpCo D&T teams, and implementation partners

* Continuous Improvement & Governance:

* analysing service data, feedback, and performance metrics to drive continuous service improvement

* governing and coordinating improvement initiatives with global partners and service providers

* acting as the voice of the customer within the TS&O Hub

* ensuring services are delivered consistently and in line with D&T strategy

* People Leadership:

* leading, coaching, and developing a small team of Digital Enablement specialists

* fostering a culture of service excellence, accountability, and collaboration

* role-modelling HEINEKEN behaviours and inclusive leadership.

You are a good candidate if you have:

* Bachelor's or Master's degree in IT, Engineering, or Technical Business disciplines

* 8-10 years in the IT industry, with strong exposure to Service Management, Customer Success, or Account Management

* proven experience working with Operating Companies, external vendors, and multi-country stakeholders

* strong understanding of IT Services, Products, and Operating Models

* experience in Agile, multicultural environments

* demonstrated people leadership capability

* excellent communication, analytical, and stakeholder management skills

* fluent English; additional languages are a plus.

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.

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