It Hq Service Management Specialist
Pubblicato il 02-10-2026 - Ferrero in Italia
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.
Supporting application