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 Skilled 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
CO

📌 India IT Service
🏢 Ferrero
📍 India