02 ott - Roma
Ferrero
IT HQ Service Management Specialist Azienda : Ferrero Tipo Lavoro : Tempo pieno 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.
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