IT Service Manager
The role of the IT Service Manager – ANZ is a part on the Asia Pacific multi‑country IT team and is responsible for overseeing IT service delivery, infrastructure, and operational support across Australia and New Zealand, ensuring stable, secure, and high‑quality IT services aligned with global standards. This position works closely with regional and global IT teams, business stakeholders, and external partners, playing a key role in incident management, service performance, vendor coordination, and continuous improvement initiatives.
- Oversee day‑to‑day IT infrastructure and application support across Australia and New Zealand, ensuring service reliability and performance
- Ensure IT services meet agreed SLAs through effective incident, escalation, and major incident management
- Act as a coordination point during high‑impact incidents, including stakeholder communication and situation‑room management
- Monitor service performance, trends, and KPIs to support continuous service improvement
- Support the stability, availability, and security of IT infrastructure, including networks, servers, data centres, and end‑user environments
- Manage IT asset lifecycle activities, including tracking, renewals, and compliance with governance standards
- Support business continuity and resilience planning in line with regional and global requirements
- Ensure alignment with Ferrero IT policies, security standards, and governance frameworks
- Support statutory and internal audits, ensuring compliance with Group IT requirements
- Collaborate with cybersecurity and global IT teams on risk management and investigations
- Manage relationships with IT vendors and service providers, including SLA monitoring, performance reviews, and contract compliance
- Partner with regional business stakeholders and global IT teams to support technology initiatives and service improvements
- University degree in Information Technology, Engineering, Computer Science, Business Management, or a related field
- ITIL certification is required; additional ITSM certifications are an advantage
- Relevant experience in IT service management, infrastructure, and operations within a regional or multi‑country environment
- Solid knowledge of IT infrastructure, networks, servers, data centres, end‑user support, and application services.
- Proven experience in incident management, escalation/de‑escalation, and major incident coordination within SLA frameworks
- Experience working with global second‑ and third‑level support teams
- Strong background in vendor management and IT service delivery
- Hands‑on experience with ITSM tools (e.g. ServiceNow)
- Strong stakeholder management and communication skills
- Customer‑focused mindset with a structured, solution‑oriented approach
- Knowledge of any Asian language is a plus
Careers with caring built in - discover our benefits here.
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.