Job Location: Dubai, UAE
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:
As a Regional Service Delivery Manager, you will ensure high-quality IT services across the GAC region. Leading a team, you will manage IT service delivery, oversee datacenter infrastructure, and support budget planning.
You will take part in monthly and quarterly reviews with the Service delivery teams to review Incidents , Service requests for SLAs , suggest improvements/guidelines and take necessary proactive measures by building Knowledge articles. Monitor, review and improve the process of service delivery to meet the group KPIs.
By streamlining processes, managing conflicts, and driving efficiency, you will enhance user experience. Building strong relationships with end-users and stakeholders, you will organize business reviews and feedback channels for continuous improvement.
Collaborating with Central Technical Engineering and Operations teams, and reporting to the Regional IT Business Partner and the Asia Delivery Center Service Manager, you will ensure local applications meet global standards.
Main Responsibilities:
You will support the Regional IT Manager in decision making by monitoring relevant IT services. In collaboration with Global Governance, you will ensure that all local applications adhere to standard rules for project handovers. You will enforce a continual service improvement program across the IT service delivery function and be accountable for statutory and internal audits, monitoring compliance with group governance, and implementing applicable IT policies.
Managing regional contract renewals, you will work closely with the IT Region Manager, IT Delivery Center Asia Service Manager, and other stakeholders. Organizing periodic meetings with the business, you will share IT service status, collect local infrastructure demands, and coordinate with Centers of Excellence (CoEs) to address these needs. You will oversee the local datacenter infrastructure, ensuring its reliability and proper support.
Additionally, you will support defining the annual budget and associated processes. Managing and developing your team, you will ensure a management system based on group values, motivation, competence development, and empowerment.
Who we are looking for:
We are seeking a candidate with over 10 years of relevant experience, including team leadership roles. Exceptional customer-facing skills, strong organizational abilities, and proficiency in resource planning and problem-solving are essential.
Technically, you must be well-versed in ITIL principles and have comprehensive knowledge of escalation procedures, incident management, Help Desk support, Desktop Support, and Network & Server Maintenance. Proficiency in desktop operating systems, laptops, tablets, smartphones, and common applications is required.
Expertise in data communications infrastructure (switches, routers, firewalls), SAP, Microsoft Office (Excel, PowerPoint), and managing third-party services is necessary. Experience in collaboration with global ITS support teams, quick learning of new solutions, and performing technical investigations for incident root causes is crucial.
You should be skilled in SNOW, Power BI, end-user computing, unified communications, Microsoft Teams integration, MSDR, Microsoft Office 365, video conferencing devices, Windows 11, firmware upgrades, printer configuration, Appspace, Lenel Access management systems, Active Directory, Microsoft Intunes, and Samsung Knox.
Additionally, responsibilities include data center management, firewalls, network switches, SDWAN, UPS, and access points. Adherence to ITS cybersecurity policies, IT audit support, and providing input for IT asset procurement are required.
Fluency in English is mandatory to effectively communicate with diverse stakeholders within the region.
Join us in this rewarding role where you can make a significant impact by ensuring seamless IT service delivery and fostering a culture of continuous improvement. Apply now to be part of our innovative team!
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.
