India IT Service & Operations Manager

Job Location: ​Pune​

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 experience. You will be part of Indian IT Service Management team and report to the IT Delivery Centre Asia 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. We are seeking experienced IT Professional with a sound understanding of business processes and technology with following responsibilities:

• Be responsible & accountable for IT Service Delivery for India region
• Support IT Management in the decision-making process through the monitoring of relevant IT Services 
• 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
• 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

Main Responsibilities:

IT STRATEGY
•    Supports IT Management through the monitoring of relevant KPIs
SERVICE LEVEL
•    Contributes to the definition of relevant KPIs and dashboards
•    Ensures the data collection at local and central level of relevant data / KPIs, elaborates scorecards and dashboards
•    Ensures the understanding of KPIs evolution
•    Makes recommendations on how to improve current service level and related KPIs
•    Interacts with Service provider to guarantee agreed service levels are met
•    Monitors the service levels of internal and external services through continuous measurement of the main KPIs vs Service Level Agreements
CONTRACT SERVICE MANAGEMENT
•    Defines contractual standards in cooperation with Procurement
•    Manages contract renewals
•    Manages Vendor relationship with proper Governance
INCIDENT & CHANGE REQUEST MANAGEMENT
•    Manages the processes of incident, problem, service request
•    Defines procedures, processes, and tools; is in charge of troubleshooting and escalation management
•    Monitors incident management 
•    Organize War Room in case of escalation process
REPORTING
•    Defines the standard for all the reports made by service management
HANDOVER MANAGEMENT
•    Is responsible for the transition between Build and Run

RESOURCES MANAGEMENT
•    Is accountable for managing people assigned, ensuring a management system based on Group values, motivation, competence development and empowerment
•    Promote the proper communication and cascading through the line managers to the teams  
•    Recruits, manages, motivates, coaches, and develops own team
•    Guarantees professional development, evaluating people and proposing development initiatives 
SERVICE MANAGEMENT
•    Monitor outsourced support services performance in the Region and interact with service providers governance structures
•    Supervise the Application monitoring activities ensuring the correct level of IT Services availability 
•    Be the IT counterpart for business stakeholders regarding systems availability and IT service delivery
•    Ensure regional users’ involvement in relation to Group initiatives
•    Accountable on Service Management side for applications on Statutory & Internal Audits, Monitor Compliance with Group Governance & Implement Group IT policies as applicable

Who we are looking for:

EDUCATION 

-    Relevant Bachelor’s Degree (Mandatory) – Engineering, Information systems, Computer Science or relevant streams 
-    Master’s degree (Preferred) – Management, Finance, Information technology or any relevant
-    ITIL Certification will be an advantage

EXPERIENCE

-    8+ years of overall work experience, with not less than 3 years in supporting Global applications coupled with good idea of delivering support to local applications

-    Having FMCG or Pharma IT background with fair understanding of business processes and exposure to supporting IT systems in Manufacturing & Distribution environment in India 

-    Good Knowledge of Managing IT helpdesk supporting customer calls 

-    Experience in driving the Critical Incident resolution acting as Situation Manager by coordinating with a dedicated team, managing communication with stakeholders, and ensuring the incident is resolved as quickly as possible with minimal impact on business operations

-    Good Communication skills with ability to build business partnership & trust; Ability to navigate through Complex Global environment for delivering results

-    Knowledge on IT Service Management & delivering IT Support Services in line with defined KPIs with continuous improvement mindset

-    Ability to lead Vendor Governance meetings & Drive Collaboration towards common goal of delivering IT support to the satisfaction of large number of business users / Customers

SPECIFIC KNOWLEGE 

-    IT Service Management of Incidents, Service Tickets, Change Requests with knowledge of prioritization and delivering KPIs

-    Resource Planning, Budgeting & Controlling

-    Problem Solving skill

-    Ability to support business working across L1, L2, L3 support resources & navigating through Global IT environment

-    Understanding of SAP ECC core modules & knowledge of landscape 

-    Fair knowledge of Distributor Management system & Mobile Sales Force Application

-    Knowledge on ServiceNow ITSM tool will be an advantage

Job Referral Code :B

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.