IT Service Manager

**Job Location: Alba**:
**Company description**:
Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

**Diversity Statement**:
Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

**About the Role**:
For our team in Italy, we are currently looking for an** IT SERVICE MANAGER. **Previous experiences on Consumer, marketing systems, commercial supply chain, business intelligence & analytics IT will be considered as an added value.

You will be part of Italian IT Service Management team and you will report to the Region IT Service Manager. Your role is key for supporting the team to find solutions for business improvement, incident and problem management, escalation management, quality, capacity, and performances.

**Main Responsibilities**:

- Ensure that the IT needs in scope are collected, transforming them in effectives and measurable services.
- Monitor continuously the Incident, the problem, service request and the change management process and the quality of the IT services ensuring timely resolution according to SLA (Service Level Agreement).
- Organize periodical meetings with the business to share the status of the IT services.
- Manage and coordinate external IT resources, involving them in the daily activities.
- Report, in the periodical meeting with the Region IT Service Manager, the status of the IT monitored services.
- In case of relevant issue, you work as main reference for the escalation/de-escalation management, managing the communication towards business and IT and leading the war room in case of important impact.
- Analyze and identify recurrent incidents trend and highlight to the external IT support services the cases to be prioritized or still to be managed by Problem process.
- Manage the Regional contract renewals in collaboration with the Region IT Service Manager, the Contract Owner and Purchasing office.

**Who we are looking for**:

- A graduate in IT, Engineering or Business Management.
- Experience in Service Management.
- Certifications (ITIL career and similar) and the knowledge of ITSM Tool ServiceNow will be positively appreciated.
- Knowledge of SAP Sales & Delivery will be positively appreciated.
- Fluent in English and Italian.
- A proactive professional with an open mindset able to develop and maintain professional and effective relationships with internal customers (Business Users, Group IT Stakeholders, Procurement,) and external stakeholders (IT Suppliers, Consultants, etc.).
- Team-working skill and problem-solving capability will be positively appreciated.

**How to be successful in the role and at Ferrero**:
Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.

Requisition ID

59525

Job function

Information Technology

Country

Italy

City

Alba

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