HQ IT Service Management Lead (SAP/ServiceNow)

Ferrero; Italia; Ibrido; EUR 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

Ferrero is seeking an IT HQ Service Management Specialist to ensure reliability and performance of enterprise applications, with a focus on SAP environments. Based in Alba, Italy, the role offers hybrid work up to two days per week and collaboration across international teams.

You will drive service quality, KPI dashboards, and continuous improvement across incidents, problems and changes, while coordinating with external providers and IT platforms.

Competenze

• Master’s degree in Information Technology, Computer Science or a related field.
• Experience in IT Service Management within complex enterprise environments.
• Strong understanding of business-critical applications and enterprise application support, including SAP Hana environments.
• Familiar with IT Service Management practices including Incident, Problem, Change, and Service Request Management; ITIL principles.
• Proficient with ITSM tools such as ServiceNow and SAP Solution Manager.

Mansioni

• Monitor application service performance by defining and tracking KPIs and developing dashboards for service quality.
• Identify improvement opportunities and drive initiatives to enhance reliability and user experience.
• Coordinate incidents, problems, service requests, and changes; act as escalation point across IT teams and partners.
• Lead service restoration activities during major incidents and facilitate war rooms.
• Oversee maintenance and enhancement requests across the application landscape.

Conoscenze

ITSM

ITIL principles

English fluency

Formazione

Master's degree in Information Technology/Computer Science

Strumenti

ServiceNow

SAP Solution Manager

Descrizione del lavoro

Ferrero is seeking an IT HQ Service Management Specialist to ensure reliability and performance of enterprise applications, with a focus on SAP environments. Based in Alba, Italy, the role offers hybrid work up to two days per week and collaboration across international teams.

You will drive service quality, KPI dashboards, and continuous improvement across incidents, problems and changes, while coordinating with external providers and IT platforms.