It Hq Service Management Specialist

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

IT HQ Service Management Specialist

Azienda : Ferrero Tipo Lavoro : Full Time Italy

Descrizione Lavoro - IT HQ Service Management Specialist

About the Role:

We are looking for an IT HQ Application Service Management Specialist to join our IT organization.

In this position, you will ensure the reliability, performance, and continuous improvement of business-critical applications supporting Ferrero's headquarters functions in Luxembourg. Acting as a bridge between business stakeholders, IT platforms, and external service providers, you will oversee service quality across a portfolio of enterprise applications, with a particular focus on SAP environments.

Working closely with IT teams, Centers of Expertise, and business functions, you will coordinate service management activities, support application lifecycle processes, and contribute to delivering a stable, efficient, and continuously evolving application landscape.

This role is based in our Alba offices, with flexibility for remote work up to two days per week.

Main Responsibilities:

You will monitor application service performance by defining and tracking relevant KPIs, consolidating data from multiple sources, and developing reporting and dashboards that support service quality, informed decision-making, and continuous improvement.

By analyzing service trends and performance indicators, you will identify improvement opportunities and drive initiatives aimed at enhancing application reliability, system stability, and overall user experience.

From a service management perspective, you will coordinate incidents, problems, service requests, and change activities, acting as the main escalation point for critical issues and ensuring effective collaboration across IT teams, business stakeholders, and external partners.

You will lead service restoration activities during major incidents, facilitating war rooms when needed and ensuring timely resolution and clear communication throughout the process.

Supporting application lifecycle management activities, you will oversee maintenance and enhancement requests, working closely with IT Platforms and Centers of Expertise to prioritize demands and ensure alignment with established methodologies and processes.

Finally, you will contribute to the continuous evolution of the IT Service Management landscape by supporting service reviews, monitoring service commitments, and driving improvement initiatives. This includes the evolution of the ServiceNow platform, the definition of RUN processes for new AI solutions, and proactive programs focused on service optimization and incident reduction.

About You:

You hold a master’s degree in Information Technology, Computer Science or a related field and have gained experience in IT Service Management within complex enterprise environments.

You have developed a good understanding of business-critical applications and enterprise application support, including SAP Hana environments, as well as of the role these solutions play in enabling end-to‑end business processes and delivering a high-quality user experience.

You are familiar with IT Service Management practices, including Incident, Problem, Change, and Service Request Management, and have applied ITIL principles to support service stability and continuous improvement. With a data-driven mindset, you are comfortable defining and monitoring service KPIs, analyzing performance trends, and translating insights into practical improvement actions.

You are comfortable working with ITSM tools such as ServiceNow and SAP Solution Manager, collaborating with business and technical stakeholders, and coordinating external service providers to ensure effective service delivery.

Fluent in English, you thrive in international and cross-functional environments, bringing a collaborative and proactive approach.

What We Offer:

Careers with caring built in - discover our benefits here.

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 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.