UK & I Operations and Service Manager

Job Location: Greenford, London

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.

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.

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 experiences. For our team in UK & Ireland, we are currently looking for a UK&I Operations and Service Manager. You will be leading the UK & Ireland IT Service Management team and report to the IT Delivery Center Europe Service Manager and to the Region UK & Ireland IT Manager.
The role encompasses a broad scope of responsibilities, bridging both application and technology spheres. This includes managing and optimizing a suite of applications such as SAP ECC, SAP Ariba, SAP Commerce Cloud, and Identity Access Management, as well as overseeing technology domains like End User Computing, Networking, Servers, and Storage solutions.
In terms of organisational structure, the individual will liaise closely with the Delivery Center, which is tasked with designing IT services and maintaining contracts with Support Service Providers. Collaboration with the Center of Excellence (COE) is also key, as this entity sets the architectural and technological standards while leading innovation efforts. Moreover, the role demands a hands-on approach to execution, with direct accountability to regional business stakeholders and the responsibility for managing contracts with Technology Providers. This comprehensive role is designed for a dynamic individual who can navigate the complexities of both application and technology management, while also fostering strong partnerships across different organizational levels to drive effective IT service delivery and support business objective

Main Responsibilities:

In your new role within Ferrero’s IT management team, you will play a pivotal part in enhancing our IT services and operations through the meticulous monitoring and strategic definition of Key Performance Indicators (KPIs). You will contribute significantly to our organization by ensuring the effective collection and analysis of relevant data and KPIs across both local and central levels. Your responsibilities will encompass the development of comprehensive scorecards and dashboards that accurately reflect the performance and evolution of our IT services, alongside recommending strategies for service level improvements.
Your engagement with service providers will be crucial to ensure that service levels agreed upon are consistently met. This role involves a rigorous process of monitoring the service levels of both internal and external services, continuously measuring main KPIs against Service Level Agreements (SLAs). In collaboration with the Procurement department, you will define contractual standards, manage contract renewals, oversee timely vendor payments, and uphold strong governance in vendor relationships.
You will also take charge of incident, problem, and Service request processes. This includes defining the necessary procedures, processes, and tools for effective troubleshooting and escalation management. Monitoring incident management to ensure swift and efficient resolution of issues will be a key part of your role, ensuring that our IT services remain robust and reliable.
As a leader within the team, you will set standards for all service management reports and manage the critical transition between the build and run phases of IT services. Your role will extend to managing and inspiring your team, focusing on recruitment, coaching, development, and motivation in alignment with Ferrero’s values. Promoting effective communication and fostering professional development among your team members will be essential to achieving our collective goals.
Furthermore, you will oversee the performance of outsourced support services in the region, ensuring the proper level of IT service availability through active interaction with service provider governance structures and supervision of application monitoring activities. Acting as the primary IT contact for business stakeholders, you will ensure regional user involvement in group initiatives and manage the service management aspects of applications during audits, all while ensuring compliance with group governance and the implementation of group IT policies.
In this comprehensive role, you will support IT management by continuously monitoring relevant KPIs, contributing to the strategic enhancement of IT service delivery, and ultimately, elevating stakeholder satisfaction across Ferrero. Your efforts will be instrumental in driving our IT operations forward, ensuring excellence in service and support across our global organisation.

Who we are looking for:

You will possess a Bachelor’s Degree in essential areas such as Engineering, Information systems, Computer Science, or similar relevant streams. A Master’s degree, although not necessary, is desirable, particularly in Management, Finance, or Information Technology. Moreover, an ITIL Certification would significantly enhance the candidate's qualification. Additional appication skills SAP ECC ecosystem and Service Now.
Have a great knowledge, expereince and undertstanding of IT-related work. Dedicated expereince in supporting global applications, with a solid understanding of delivering support to local applications. Great Overview in the FMCG or Pharma IT sector would be advantageous, along with a fair comprehension of business processes and exposure to supporting IT systems in a Manufacturing & Distribution environment.
You will exhibit strong communication skills and the ability to build business partnerships and trust. The role requires the ability to navigate through complex global environments to deliver results. Knowledge of IT Service Management and the delivery of IT Support Services in line with defined KPIs is key, along with a continuous improvement mindset.
Furthermore you will have the ability to lead Vendor Governance meetings and drive collaboration towards a common goal of delivering IT support to the satisfaction of a large number of business users and customers.

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.