IT Service Manager
1 mese fa
We are seeking a highly skilled IT Service Manager to join our Italian IT Service Management team. As a key member of the team, you will play a crucial role in supporting business improvements, incident and problem management, escalation management, quality, capacity, and performance.
Main Responsibilities:- Collect and transform IT needs into effective and measurable services.
- Monitor and manage the incident, problem, service request, and change management process, ensuring timely resolution according to the SLA.
- Organize regular meetings with the business to share the status of IT services and manage and coordinate external IT resources.
- Report the status of monitored services to the Region IT Service Manager and manage escalation/de-escalation management, communicating with business and IT stakeholders.
- Analyze and identify recurrent incident trends, highlighting cases to be prioritized or still to be managed according to the problem-solving process.
- Manage Regional contract renewals in collaboration with the Region IT Service Manager, Contract Owner, and Purchasing office.
- Graduate in IT, Engineering, or Business Management with at least 4-5 years of experience in Service Management.
- Certifications in ITIL career and similar, and knowledge of ITSM Tool ServiceNow.
- Knowledge of SAP MM, WM, PP, QM, and PUR, and fluency in English and Italian.
- Proactive professional with an open mindset, able to develop and maintain professional and effective relationships with internal customers and external stakeholders.
Ferrero is a family-owned company with a truly progressive and global outlook, represented in more than 50 countries, with products sold in over 170. We are committed to building a diverse and inclusive culture, where all employees feel welcomed and appreciated, and have the same opportunities.
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