IT Service Manager

We are currently looking for an IT Service Manager. This will be the starting point of an exciting career in our Italian IT Service Management team.

As IT Service Manager, you will report to the Region IT Service Manager and your role is key for supporting the team to find solutions for business improvements, incident and problem management, escalation management, quality, capacity, and performances., In this role, you will ensure that IT needs in scope are collected and transform them in effective and measurable services.
You will monitor continuously the incident, problem, service request and the change management process and the quality of the IT services ensuring timely resolution according to the SLA (Service Level Agreement).
In particular, you will organize periodical meetings with the business to share the status of the IT services and manage and coordinate external IT resources, involving them in the daily activities.
You will report the status of the IT monitored services in the periodical meetings with the Region IT Service Manager and in case of a 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.
In this role, you will analyze and identify recurrent incident trends and highlight cases to be prioritized or still to be managed according to the problem solving process to the external IT support services.
Furthermore, you will manage the Regional contract renewals in collaboration with the Region IT Service Manager, the Contract Owner and the Purchasing office.

You are a graduate in IT, Engineering or Business Management and bring with you previous work experience in Service Management of at least 4-5 years.
Certifications (ITIL career and similar) and the knowledge of ITSM Tool ServiceNow complete your profile.
You have knowledge of SAP MM, WM, PP, QM and PUR and are fluent in English and Italian.
You are a proactive professional with an open mindset, able to develop and maintain professional and effective relationships with internal customers and external stakeholders (IT Suppliers, Consultants, etc.).
You will contribute to the success of the team thanks to your proactive problem-solving capabilities.

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? 40,000 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., 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., 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.