India IT Service & Operations Manager

Ferrero International S.A.; Pune District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Ferrero is seeking an experienced IT Service Manager to lead the India region's IT service delivery. You will monitor KPIs, manage incidents and changes, and coordinate with global teams to ensure service levels meet business needs.

Role requires strong stakeholder engagement, vendor governance, and the ability to drive continuous improvement within a FMCG IT environment. Based in Pune with India focus.

Qualifications

• Relevant Bachelor’s Degree mandatory in Engineering/IT/CS or related streams.
• Master’s degree preferred in Management, Finance, Information Technology or related fields.
• ITIL certification will be an advantage.

Responsibilities

• Be responsible & accountable for IT Service Delivery for India region.
• Support IT Management in decision-making through monitoring of IT services.
• Define KPIs and dashboards and suggest performance improvements.
• Ensure services meet customer needs and governance standards.
• Oversee contractual standards, renewals, and vendor governance.
• Manage incident, problem, and service request processes and escalation.
• Define and enforce reporting standards and handover between Build and Run.
• Manage resources, development, and coaching within the team.
• Monitor regional applications and ensure availability of IT services.
• Engage with stakeholders across a global environment to deliver IT support.

Skills

ITSM

Incident Management

Vendor governance

KPI dashboards

Stakeholder management

Education

Bachelor’s degree in IT/Engineering/CS

Master’s degree (Preferred) in Management/Finance/IT

ITIL Certification (advantage)

Tools

ServiceNow ITSM

Job description

About the Role:

At Ferrero, we are focused on building & delivering best in class IT Solutions to our business colleagues that ultimately results into better customer experience. You will be part of Indian IT Service Management team and report to the IT Delivery Centre Asia Service Manager. Your role is key in supporting the team to find solutions for business improvement, incident and problem management, escalation management, quality, capacity, and performances. We are seeking experienced IT Professional with a sound understanding of business processes and technology with following responsibilities:

• Be responsible & accountable for IT Service Delivery for India region
• Support IT Management in the decision-making process through the monitoring of relevant IT Services
• Contributes to defining KPIs and dashboards and suggesting ways to improve performances
• Ensures that all IT services and support functions remain responsive to customer needs
• Ensures adequate reporting and service standards are met for all services
• All technical changes are communicated and managed with appropriate governance
• Enforces a program of continual service improvement across the wider IT service delivery function
• Be Accountable for Statutory & Internal Audits, Monitor Compliance with Group Governance & Implement Group IT policies as applicable

Main Responsibilities:

IT STRATEGY

• Supports IT Management through the monitoring of relevant KPIs

SERVICE LEVEL

• Contributes to the definition of relevant KPIs and dashboards
• Ensures the data collection at local and central level of relevant data / KPIs, elaborates scorecards and dashboards
• Ensures the understanding of KPIs evolution
• Makes recommendations on how to improve current service level and related KPIs
• Interacts with Service provider to guarantee agreed service levels are met
• Monitors the service levels of internal and external services through continuous measurement of the main KPIs vs Service Level Agreements

CONTRACT SERVICE MANAGEMENT

• Defines contractual standards in cooperation with Procurement
• Manages contract renewals
• Manages Vendor relationship with proper Governance

INCIDENT & CHANGE REQUEST MANAGEMENT

• Manages the processes of incident, problem, service request
• Defines procedures, processes, and tools; is in charge of troubleshooting and escalation management
• Monitors incident management
• Organize War Room in case of escalation process

REPORTING

• Defines the standard for all the reports made by service management

HANDOVER MANAGEMENT

• Is responsible for the transition between Build and Run

RESOURCES MANAGEMENT

• Is accountable for managing people assigned, ensuring a management system based on Group values, motivation, competence development and empowerment
• Promote the proper communication and cascading through the line managers to the teams
• Recruits, manages, motivates, coaches, and develops own team
• Guarantees professional development, evaluating people and proposing development initiatives

SERVICE MANAGEMENT

• Monitor outsourced support services performance in the Region and interact with service providers governance structures
• Supervise the Application monitoring activities ensuring the correct level of IT Services availability
• Be the IT counterpart for business stakeholders regarding systems availability and IT service delivery
• Ensure regional users’ involvement in relation to Group initiatives
• Accountable on Service Management side for applications on Statutory & Internal Audits, Monitor Compliance with Group Governance & Implement Group IT policies as applicable

About You:

EDUCATION

• Relevant Bachelor’s Degree (Mandatory) – Engineering, Information systems, Computer Science or relevant streams
• Master’s degree (Preferred) – Management, Finance, Information technology or any relevant-
• ITIL Certification will be an advantage

EXPERIENCE

• 8+ years of overall work experience, with not less than 3 years in supporting Global applications coupled with good idea of delivering support to local applications
• Having FMCG or Pharma IT background with fair understanding of business processes and exposure to supporting IT systems in Manufacturing & Distribution environment in India
• Good Knowledge of Managing IT helpdesk supporting customer calls
• Experience in driving the Critical Incident resolution acting as Situation Manager by coordinating with a dedicated team, managing communication with stakeholders, and ensuring the incident is resolved as quickly as possible with minimal impact on business operations
• Good Communication skills with ability to build business partnership & trust; Ability to navigate through Complex Global environment for delivering results
• Knowledge on IT Service Management & delivering IT Support Services in line with defined KPIs with continuous improvement mindset
• Ability to lead Vendor Governance meetings & Drive Collaboration towards common goal of delivering IT support to the satisfaction of large number of business users / Customers

SPECIFIC KNOWLEGE

• IT Service Management of Incidents, Service Tickets, Change Requests with knowledge of prioritization and delivering KPIs
• Resource Planning, Budgeting & Controlling
• Problem Solving skill
• Ability to support business working across L1, L2, L3 support resources & navigating through Global IT environment
• Understanding of SAP ECC core modules & knowledge of landscape
• Fair knowledge of Distributor Management system & Mobile Sales Force Application
• Knowledge on ServiceNow ITSM tool will be an advantage

Job Referral Code :B

What We Offer:

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About Ferrero:

Ferrero began its journey in the small town of Alba in Piedmont, Italy, in 1946. Today, it is one of the world’s largest sweet-packaged food companies, with many iconic brands sold in countries all over the world. Find out more about Ferrero at ferrero.com.

DE&I at Ferrero:

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 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. Find out more here.