Service Management Specialist
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 North America, we are currently looking for a Service Management Specialist.
You will be part of the North America IT Service Management team and report to the Regional 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.
Main Responsibilities:
• Be responsible for IT Service Delivery in North America.
• Monitor continuously the Incident, problem, service request and the change management process and the quality of the IT services ensuring timely resolution according to SLA (Service Level Agreement).
• In case of a relevant issue, you work as main reference for the escalation/de-escalation management, managing the communication towards business and IT and leading war rooms for critical issues.
• Support IT Management in the decision-making process through the monitoring of relevant IT Services.
• For the Local Applications, ensure, in collaboration with the Global Governance, the application of the standard rules for the handover of the new initiative in AMS.
• 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.
• Ensures 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.
• Coordinate external IT resources, involving them in the daily activities.
• Analyze and identify recurrent incidents trend and highlight to the external IT support services the cases to be prioritized or still to be managed by Problem process.
• Report, in the periodical meeting with the Regional Service Manager, the status of the IT monitored services.
• Organize periodical meetings with the business to share the status of the IT services.
About You:
- 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.
Compensation Data
The base salary range for this position is $81,188.00 - $108,250.00 annually. Actual compensation will be determined based on experience, qualifications, and other job-related factors permitted by law. This range represents the anticipated salary for this position at this time.
Our Benefits & Perks:
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 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.
Ferrero N.A. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
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