Frankfurt am Main - Regional Service Manager Germany (f/m/d)

Join us, and you could be one of them.

The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

What you can expect:

• Responsibility & accountability for IT Service Delivery in Germany and leadership of a service management team
• Monitoring continuously the incident, problem, service request and change management process as well as the quality of the IT services while ensuring timely resolution according to SLA (Service Level Agreement)
• Analyzing and identifying recurrent incidents trend and highlighting to the external IT support services the cases to be prioritized or still to be managed by problem process
• Ensuring that all IT services and support functions remain responsive to customer needs
• In case of a relevant issue, working as main reference for the escalation/de-escalation management, managing the communication towards business and IT and leading the situation room in case of significant impact
• Supporting IT management in the decision-making process through the monitoring of relevant IT services
• For the local applications, ensuring the application of the standard rules for the handover of the new initiative from project to run or from one service to another in collaboration with the global governance
• Contribution to defining KPIs and dashboards and suggesting ways to improve performances
• Ensuring that adequate reporting and service standards are met for all services and that all technical changes are communicated to business and managed with appropriate governance
• Enforcing a program of continual service improvement across the wider IT service delivery function
• Being accountable for statutory and internal Audits, monitoring compliance with group governance and implementing group IT policies as applicable
• Managing and coordinating external IT resources, involving them in the daily activities
• Managing the regional contract renewals in collaboration with the IT Region Manager, the IT Delivery Center Europe Service Manager, the contract owner and the purchasing office
• Collecting local demands from business regarding local infrastructure and tools and coordinating with Co Es to plan and address the demand
• Managing and planning infrastructure lifecycle in the regions in collaboration with Technology Co Es
• Accountability for regional/country operations tasks in collaboration with Technology Co Es
• Attractive benefits such as vacation pay and a special payment, company health programs, meal allowances for our canteen, regular product allocations as well as a comprehensive training program within the framework of Ferrero University

What we exept:

• University degree or other professional qualification in the area of IT, Engineering or Business Management
• A proactive IT professional with service management experience and an open mindset able to develop and maintain professional and effective relationships with internal customers (Business Users, Group IT Stakeholders, Procurement, …) and external stakeholders (IT Suppliers, Consultants, etc.)
• Certified in ITIL and with knowledge of the ITSM Tool Service Now
• Fluent written and spoken English and German

If you are interested in this position, we look forward to receiving your complete application via our online portal to Ms. Verena Philipps, Human Resources.

Frankfurt/Main

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