About the Role

The Service Delivery Manager is the leader of the local End-Users Services IT team in her/his location(s), providing guiding, counselling, and coaching according to all the team members, assuring they are being supported and engaged to the company and department objectives. End-User Services is a stream from Digital Workplace program, and consists on IT Support Services, End-points Management, and Collaboration Services Management. The area is currently using Microsoft 365, Zoom, ServiceNow and PagerDuty as core platforms to provide a world-class service to the ABInBev employees. Its KPIs includes employee engagement, customer satisfaction, security compliance, employee experience, among others.

The job holder is required to build case competency across multiple technical areas, mostly workplace (Windows, Virtual Desktop, peripheral technologies), within our application landscape, as well as other core IT areas, such as network, voice, video, collaboration and printing. This is to enable and deliver a competent, fast and useful assistance to internal customers, either resolving the case or being able to advise how to solve the case.

The job holder is also an active point of contact for internal customers seeking for consultancy about any IT demand, being part of the escalation path for all the IT Services in place for the her/his scope. Leads critical incidents troubleshooting and resolution activities by engaging the technical teams and keeping business and internal customers communicated about the progress of the resolution.

Additional responsibilities include asset mgmt., configuration mgmt., knowledge mgmt., tracking of the on-going improvement plans, support projects transition into services, vendor mgmt. and service reporting.

Will be required to attend and collaborate with the strategic planning sessions for the Digital Workplace program by bringing end-user expectations and requirements. Will lead improvement, standardization, simplification, and optimization of the IT End-Users operations from technology, process, and financials aspects.

Deliverables and Tasks

  • Contribute to solution designs which result in solution robustness, reliability, sustainability & feasibility
  • Manage product backlog, based on business priorities, KPIs and stakeholders needs
  • Propose for new innovative opportunities
  • Set-up routines to monitor & track the compliance of delivery with standard methodology, ensuring delivery occurs in uniform way with the right speed and quality
  • Align & liaise with global counterparts to ensure solutions are deployed in most standard way
  • Organize functional & technical design sessions to improve the internal knowledge of the teams
  • Responsible for on-time delivery of IT related tasks including activities of internal and external IT suppliers


  • Minimum of 5 years of prior experience as IT Manager
  • Experience with business/solution analysis
  • Good communication & stakeholder management skills
  • IT implementation expertise
  • Project management experience, understanding of scrum methodology and DevOps framework will be a big plus
  • Knowledge on ITIL standards and methods, ITIL certification is a plus


  • Great sense of urgency and pro-active behavior
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ownership and result oriented, comprehensive reporting skill expected
  • Work independently, self-management capability
  • Exceptional team player
  • Native/great spoken and written English

About Us

At the heart of our dynamic global growth is a simple belief: nothing should come between incredibly talented people and an accelerated career.

That’s why we dream big. Why we look to the future, not the past. Why we value talent over title. And why we hire people that can be better than ourselves.

At AB InBev you’ll join a driven team that shares your desire to grow, your courage to challenge and commitment to act. In return, we will reward your achievements.

We look for people who see challenges as opportunities and set goals bigger than themselves and deliver on them. With us you will grow at the pace of your talent and together, we will build a stronger, better company for decades to come. 

Apply for this Job

* Required
resume chosen  
(File types: pdf, doc, docx, txt, rtf)
cover_letter chosen  
(File types: pdf, doc, docx, txt, rtf)

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in AB InBev’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.