India IT Service & Operations Manager

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

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

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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.

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.