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IT Service Management Specialist

Job Location: ​Augusta​

Company description

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767  dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

About the Role:

Our North America IT team is searching for a Service Management Specialist to join our North American Service Management team. 

In this role you will be the primary point of contact for all IT Service-related issues.  You will have the opportunity to lead both on-site and remote 3rd party providers to ensure that all services in the facility are up and running, and that Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are being met.  This role will also have the opportunity to lead the integration of an industrial site into our global system.

Main Responsibilities:

  • Define and negotiate KPIs and SLAs to improve performance.
  • Ensure proper collection and analysis of relevant data.
  • Develop scorecards and dashboards to measure performance. 
  • Makes recommendations on how to improve current service level and related KPIs
  • Manage on-site and remote 3rd party Service provider to ensure that agreed service levels are met.
  • Defines procedures, processes and tools; is in charge of troubleshooting and escalation management.

Who we are looking for:

  • Bachelor's degree in computer science, system technology, or other related fields preferred.
  • 3+ years of experience in helpdesk, desktop support, or a similar position.
  • Prior experience working in an industrial environment is a must.
  • Familiarity partnering with 3rd party technical support; ideally both onsite and remote.
  • Ability to quickly understand complex requirements, to implement them in a structured manner and to familiarize with new topics
  • Strong communication skills and willingness to work in national and international teams

How to be successful in the role and at Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world. 

Diversity Statement

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 of 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.

Ferrero N.A. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.


Requisition ID
Job function
Information Technology
United States
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