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IT Service Manager

Job Location: ​Istanbul​

Company description

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.

Diversity Statement

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.

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 experiences. For our team in Türkiye, we are currently looking for an IT Service Manager.  In this Istanbul-based position, you will lead the Türkiye IT Service Management team, reporting professionally to the IT Delivery Center Europe Service Manager and managerially to the Region Türkiye IT Manager. Your role is crucial in supporting the team to manage incident and problem processes, handle escalations, and ensure quality, capacity, and performance standards are met.

Main Responsibilities:

  • Take responsibility and accountability for IT Service Delivery in Türkiye
  • Continuously monitor the Incident, Problem, Service Request, and Change Management processes, ensuring the quality of IT services and timely resolution according to SLA (Service Level Agreement)
  • Analyze and identify trends in recurrent incidents, highlighting cases to external IT support services for prioritization or management through the Problem process
  • Ensure all IT services and support functions remain responsive to customer needs
  • Ensure adequate reporting and service standards are met for all services
  • Communicate all technical changes to the business and manage them with appropriate governance
  • Be accountable for statutory and internal audits, monitor compliance with Group Governance, and implement Group IT policies as applicable
  • Manage and coordinate external IT resources, involving them in daily activities
  • Manage regional contract renewals in collaboration with the IT Region Manager, the IT Delivery Center Europe Service Manager, the Contract Owner, and the Purchasing office
  • Support the definition and management of the annual budget

Who we are looking for:

  • Bachelor’s Degree 
  • Preferably 12+ years of IT-related work experience, with at least 3 years supporting global applications and a good understanding of delivering support for local applications
  • A proactive IT professional with service management experience and an open mindset, capable of developing and maintaining professional and effective relationships with internal customers (Business Users, Group IT  Stakeholders, Procurement, etc.) and external stakeholders (IT Suppliers, Consultants, etc.). Ability to lead vendor governance meetings and drive collaboration towards the common goal of delivering IT support
  • Knowledge of IT Service Management and delivering IT support services in line with defined KPIs, with a continuous improvement mindset
  • Preferably FMCG or Pharma IT background with a solid understanding of business processes and experience supporting IT systems in manufacturing and distribution environments
  • Good knowledge of managing an IT helpdesk and supporting customer calls
  • Ability to navigate through a complex global environment to deliver results
  • Proven ability to satisfy many business users/customers
  • Certified in ITIL and knowledgeable about the ITSM tool ServiceNow
  • Strong written and verbal communication skills in both English and Turkish

How to be successful in the role and at Ferrero:

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. 

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