IT Regional Service Manager Italy

The Regional IT Service Manager plays a central role within the Italian IT organization, leading the Ferrero Italy IT Service Management team and reporting professionally to the IT Delivery Center Europe Service Manager and managerially to the Region Italy IT Manager.

The position, based in our Alba offices, is responsible for overseeing IT operations, infrastructure, and service management across a multi-company environment, ensuring that issues are escalated effectively and that service quality, capacity, and performance consistently meet organizational standards. The role contributes directly to operational stability and supports business needs through resilient, efficient, and well-coordinated IT services.

In this role, you oversee IT infrastructure and application support across the Italy region, ensuring that service delivery remains stable, efficient, and aligned with defined SLAs. Monitoring service quality, capacity, and performance is essential to proactively identifying improvement opportunities and ensuring compliance with corporate IT policies, security requirements, and governance frameworks.

You manage escalation processes to guarantee timely resolution of incidents and problems. When major issues arise, you act as the primary escalation reference, leading global situation room activities and ensuring clear communication with IT and business stakeholders.

Collaboration with regional and global IT teams is key to adopting best practices and driving continuous improvement initiatives. Supporting the definition of KPIs and dashboards, you monitor performance trends and ensure accurate, consistent service reporting. Vendor and partner management is also part of your responsibilities, including evaluating performance, ensuring contract compliance, and monitoring service level commitments.

You support strategic IT projects and regional technology initiatives, ensuring alignment with business priorities. You manage regional OPEX and CAPEX service management budgets, ensuring accurate forecasting, continuous monitoring, and compliance with governance requirements. Working with Centers of Excellence, you gather and analyze local business needs to plan infrastructure budgets, asset lifecycle activities, and business continuity measures.

Supervising local datacenter infrastructure ensures that proper support models and procedures are in place and guarantees reliability.

Regular communication with business stakeholders through structured service review meetings provides clarity on performance, ongoing activities, and future priorities.

You hold a master's degree in IT, Engineering, or related field and bring a solid experience in IT service management, demonstrating a proactive mindset and the ability to build strong, effective relationships with internal customers — including business users, Group IT stakeholders, and procurement — as well as with external partners such as IT suppliers and consultants.

ou have strong communication skills and are fluent in both Italian and English, enabling you to interact confidently with technical and non technical audiences. A strong knowledge of service management processes on application and technology is important for this role, ITIL certification is required, while familiarity with ServiceNow is considered valuable asset.

Above all, you are structured, collaborative, and problem solving-oriented. You are comfortable navigating complex scenarios and motivated to contribute to operational excellence and continuity across a dynamic multi country IT landscape.

If you are looking for a role where you can make a meaningful impact, contribute to service excellence, and grow within a dynamic international environment, we look forward to receiving your application.

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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.
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