Head of Global IT Services & Support (f/m/d)

NovaTaste is a global leader in taste innovation, delivering tailored culinary solutions and memorable taste experiences. A broad portfolio of renowned brands across Europe and internationally brings together extensive expertise in spices, seasoning blends, marinades, functional ingredients and food cultures. Close to its customers and anchored in global expertise, NovaTaste develops tailored solutions for food manufacturers, wholesalers, butchers, gastronomy and food service operators. These solutions enhance taste, texture and shelf life while consistently addressing sustainability and functional requirements. The company operates 21 locations in Europe, North America and Asia and employs more than 2,400 people who serve over 12,000 customers worldwide.

Tasks

• Lead and develop the global IT support organization and ensure consistent service standards across all locations.
• Manage support performance through relevant KPIs, SLAs, and service quality targets to continuously improve service delivery.
• Standardize and optimize ITSM processes, escalation paths, and support guidelines for efficient and scalable operations.
• Identify and implement process improvements, automation opportunities, and AI-supported support solutions.
• Collaborate closely with IT leadership, local IT teams, and business stakeholders to align support services with business needs.
• Manage critical incidents, service risks, and escalations, and derive sustainable improvement measures.

Skills

• Several years of experience leading global or internationally distributed IT support, service desk, or IT operations teams.
• Strong knowledge of IT Service Management, ideally based on ITIL, as well as experience with ticketing systems, SLA management, and service reporting.
• Experience with Jira and Confluence is an advantage
• Proven ability to define KPIs, create performance transparency, and translate insights into concrete improvement actions.
• Experience in process optimization, standardization, automation, and the implementation of digital or AI-supported support solutions.
• Strong leadership, communication, and stakeholder management skills, with the ability to explain technical topics in a clear and business-oriented way.
• Structured, solution-oriented working style with a strong service mindset, decision-making ability, and resilience in critical support situations.

Benefits

• Excellent lunch options at gourmet level in our company restaurant
• Attractive discounts on our products
• Professional, free support for mental health through our partner nilo.health
• Physiotherapy with a low co-payment, company doctor, and occupational pension scheme
• ClimateTicket Salzburg and company bike leasing
• Flexible working hours through an attractive flexitime model and home office options
• Flat organizational structure with a first-name culture and short decision-making paths
• A constructive and innovative working environment in a successful, internationally active company
•  

The minimum gross salary for this position is € 3,748,13 per month on a full-time basis. We offer a compensation package that significantly reflects your skills and experience.