Problem and Knowledge Mgmt. Lead Location: Hyderabad, TG, IN, 5000019 At Barry Callebaut, we are on a journey to transform the cocoa and chocolate industry. As the world’s leading manufacturer of high-quality chocolate and cocoa products, our actions truly shape the future of our industry. We are a business-to-business company, serving the entire food sector, from the cocoa bean to the finest chocolate product. We are a company with a purpose, we believe in doing well by doing good and reinvesting in the communities we operate. We have a long-standing commitment to sustainability and our goal is to shape a sustainable cocoa and chocolate future. We are headquartered in Zurich, and have more than 12,000 passionate Employees working in more than 40 countries worldwide. We are very proud of who we are and what we do. And of course, we are always looking for talented people to help us have a positive impact on our industry and beyond! Overview The Zurich-based Barry Callebaut Group is the world’s leading manufacturer of chocolate and cocoa products – from sourcing and processing cocoa beans to producing the finest chocolates, including chocolate fillings, decorations and compounds. The Group runs more than 60 production facilities worldwide and employs a diverse and dedicated global workforce of more than 13,000 people. The Barry Callebaut Group serves the entire food industry, from industrial food manufacturers to artisanal and professional users of chocolate, such as chocolatiers, pastry chefs, bakers, hotels, restaurants or caterers. The global brands catering to the specific needs of these Gourmet customers are Callebaut® and Cacao Barry®, Carma® and the decorations specialist Mona Lisa®. The Barry Callebaut Group is committed to make sustainable chocolate the norm to help ensure future supplies of cocoa and improve farmer livelihoods. It supports the Cocoa Horizons Foundation in its goal to shape a sustainable cocoa and chocolate future. Barry Callebaut Digital (BC Digital)is on a mission to lead the digital revolution in the chocolate industry, and we're looking for a Problem and Knowledge Management Lead to support this transformative journey. Reporting directly to Head of ITSM Standards and Tools, you will be responsible for managing and improving the organization's Problem and Knowledge Management processes, ensuring alignment with best practices and business objectives. This role requires strategic thinking, operational expertise, and strong leadership capabilities to enhance service delivery and minimize the impact of recurring incidents on the business. MAIN RESPONSIBILITIES & SCOPE For Problem Management: + Lead the problem management lifecycle, including identification, logging, categorization, investigation, root cause analysis, resolution, and closure. + Ensure that problems are proactively identified, analyzed, and managed to minimize their impact on business operations. + Work closely with cross-functional teams, including incident management, change management, and technical support, to resolve problems efficiently. + Drive continuous improvement initiatives in problem management processes to reduce recurring incidents and improve overall service quality. + Develop and maintain problem-related KPIs and metrics to assess effectiveness and performance. For Knowledge Management: + Oversee the development and maintenance of the Knowledge Management system to ensure it supports the ITSM processes. + Facilitate the creation, sharing, and utilization of knowledge articles across teams to resolve issues faster and improve customer satisfaction. + Ensure the accuracy, relevance, and accessibility of knowledge content. + Establish knowledge-sharing best practices and promote a culture of knowledge collaboration across the organization. + Ensure that knowledge management is integrated with other ITSM processes, such as incident, problem, and change management. Process Optimization and Collaboration: + Ensure that Problem and Knowledge Management processes are continually improved in line with industry best practices (e.g., ITIL). + Collaborate with internal stakeholders to ensure that process improvements align with business goals and objectives. + Manage process reviews and audits, identifying opportunities to optimize the problem and knowledge management processes. + Provide leadership in problem and knowledge management initiatives, including training, process development, and user adoption. + Coordinate with ITSM and other IT teams to ensure seamless integration and alignment of processes across the IT service lifecycle. Reporting and Analytics: + Generate regular reports and dashboards to track problem and knowledge management performance. + Provide insights and recommendations based on data to improve service delivery and reduce operational risks. + Present findings to senior management and other stakeholders as required. Ensure that it contains up-to-date, relevant, and high-quality content, such as documentation, processes, solutions, and best practices. ESSENTIAL EXPERIENCE & KNOWLEDGE / TECHNICAL OR FUNCTIONAL COMPETENCIES + Minimum 12 years of experience in IT Service Management (ITSM), with a strong focus on Problem and Knowledge Management. + Proven experience leading and implementing ITIL-based processes for Problem and Knowledge Management in large and complex IT environments. + Strong understanding of ITSM tools (e.g., ServiceNow) and their integration with problem and knowledge management processes. + Independent and self-driven personality, taking responsibility and owning tasks. + Strong analytical and problem-solving skills with a data-driven approach and structured way of working. + Openness to try and learn new technologies and skills. + Good written and verbal communication skills, being able to communicate problems to non-technical audiences. At Barry Callebaut, we are committed to Diversity & Inclusion. United by our strong values, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong.#oneBC - Diverse People, Sustainable Growth. At Barry Callebaut, we are committed to Diversity & Inclusion. United by our strong values, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong. #oneBC - Diverse People, Sustainable Growth. If you want to learn more about Barry Callebaut, please find further information here. Were you missing anything in this job ad? 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