Overview

In this role you ensure the reliability and continuous improvement of key enterprise applications at Ferrero’s HQ in Luxembourg, bridging business, IT platforms, and external providers. You will oversee service quality across a portfolio with SAP focus and drive stable, efficient application landscapes. Working with cross-functional teams, you’ll manage lifecycle processes, support service improvements, and contribute to a scalable, IT-enabled business operation. This position offers collaboration in a multinational context with flexible remote options.

Responsabilità

- Monitor and report on application service performance via KPIs and dashboards
- Analyze trends to drive reliability, stability, and user experience improvements
- Coordinate incidents, problems, service requests, and changes as escalation point
- Lead major incident restoration and facilitate war rooms with clear communication
- Oversee maintenance and enhancement requests aligning with methodologies and processes
- Support service reviews,



monitor commitments, and drive service optimization initiatives
- Contribute to evolving IT Service Management, including Service Now and RUN processes for AI solutions

Requisiti fondamentali

- Master’s degree in IT, CS or related field
- Experience in IT Service Management within complex enterprise environments
- Knowledge of SAP Hana environments and enterprise application support
- Familiarity with ITIL practices (Incident, Problem, Change, Service Request)
- Data-driven mindset for KPI definition and trend analysis
- Experience with ITSM tools such as Service Now and SAP Solution Manager
- Fluent in English; strong collaboration in international, cross-functional settings

- collaborative
- proactive
- strong communication
- SAP Hana environments
- ITIL incident/problem/change/service request management
- Service Now

📌 IT HQ Service Management Specialist (Italia)
🏢 Ferrero
📍 Italia