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Regional Service Manager Germany (f/m/d)

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 55 countries, with products sold in more than 170 countries, the Ferrero Group is loved by generations around the world. The secret to our global success? Nearly 47,000 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.

 

Job Location:

 

Frankfurt/Main or Stadtallendorf

 

Start Date:

 

as soon as possible

 

What you can expect:

 

  • Responsibility & accountability for IT Service Delivery in Germany and leadership of a service management team
  • Monitoring continuously the incident, problem, service request and change management process as well as the quality of the IT services while ensuring timely resolution according to SLA (Service Level Agreement)
  • Analyzing and identifying recurrent incidents trend and highlighting to the external IT support services the cases to be prioritized or still to be managed by problem process
  • Ensuring that all IT services and support functions remain responsive to customer needs
  • In case of a relevant issue, working as main reference for the escalation/de-escalation management, managing the communication towards business and IT and leading the situation room in case of significant impact
  • For the local applications, ensuring the application of the standard rules for the handover of the new initiative from project to run or from one service to another in collaboration with the global governance
  • Ensuring that adequate reporting and service standards are met for all services and that all technical changes are communicated to business and managed with appropriate governance
  • Enforcing a program of continual service improvement across the wider IT service delivery function
  • Being accountable for statutory and internal Audits, monitoring compliance with group governance and implementing group IT policies as applicable
  • Managing and coordinating external IT resources, involving them in the daily activities
  • Managing the regional contract renewals in collaboration with the IT Region Manager, the IT Delivery Center Europe Service Manager, the contract owner and the purchasing office
  • Collecting local demands from business regarding local infrastructure and tools and coordinating with CoEs to plan and address the demand
  • Managing and planning infrastructure lifecycle in the regions in collaboration with Technology CoEs
  • Accountability for regional/country operations tasks in collaboration with Technology CoEs
  • Attractive benefits such as vacation pay and a special payment, company health programs, meal allowances for our canteen, regular product allocations as well as a comprehensive training program within the framework of Ferrero University

 

What we expect:

 

  • University degree or other professional qualification in the area of IT, Engineering or Business Management
  • A proactive IT professional with service management experience and 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.)
  • Certified in ITIL and with knowledge of the ITSM Tool ServiceNow
  • Fluent written and spoken English and German

 

 

If you are interested in this position, we look forward to receiving your complete application via our online portal to Ms. Verena Philipps, Human Resources.

 

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