FERRERO Hiring for Regional IT Service Manager Gulf & Arab Countries Job at Dubai Full Time

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:

A service delivery manager plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed stakeholders demands. The Regional Gulf and Arab Countries Service Manager leads the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.

The Regional Service Manager is also expected to identify business issues and needs by maintaining an excellent relationship with end-users and stakeholders. He/She will organize monthly, quarterly and yearly business reviews with internal stakeholders and suppliers and develop relationships and feedback channels to improve continuously the services. The Service Delivery manager coordinates and supports the execution of the ITS activities for the Region with the help of Central Technical Engineering and Operations teams.

The role reports to the Regional IT Business Partner of the GAC region.

Main Responsibilities:

One of the key responsibilities of a service delivery manager is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.

The Regional Service Manager is the main point of contact for the Region regarding escalations to the external service teams.

The incumbent needs to prioritize and ensure the resolution of the critical incidents by the support team on time. He/She monitors the overall level of L1 Service, manages finances and approves any change request, Manages and addresses problems escalated, reviews Service measurements and Continuous improvements.

The regional manager needs to ensure ITS maintenance activities are executed regionally in addition to the following responsibilities but not limited to:

• Manages external onsite support for IT asset management
• Dept Knowledge of windows operative system O365 to troubleshoot critical issues
• Ensures End user device enrollment using SSCM is up to date
• Ensures active Directory MGMT is updated
• Knowledge on CISCO devices, such as Desk Phone, Video Conference, Switch
• Knowledge VMWARE Virtualization
• Troubleshoots and supports resolution of printer problems
• Acts in respect of the ITS cyber security Company policies, GRC compliance, support IT Audit process
• Provides inputs to the Region ITBP for the purchase/maintenance of IT Assets
• Is Involved in the planning and execution of the Procurement activities with the 3rdparty vendors
• Ability to work with the central Network, data center and communication teams in order to maintain the Regional Hardware

The Regional Service Delivery Manager will participate in some projects as per the company requirements and agreed with the Region ITBP.

Who we are looking for:

The service manager role embraces both administrative and technical roles, which are best suited for a skilled individual who possesses superb interpersonal skills, and who are passionate about delivering end-to-end customer-driven solutions.

We are looking for someone who has over 10 years of relevant experience with some team leadership/supervision experience.

The incumbent must have exceptional customer-facing skills, strong organizational skills, solid resource planning and Problem-solving skills.

On the technical side, the incumbent must have a Mastery of ITIL (Information Technology Infrastructure Library) principles, have in-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery namely:

• Help Desk support, Desktop Support, Network & Server Maintenance. This includes desktop operating systems, laptops, tablets, smart phones, operating system patches, settings and common applications.
• The role must have knowledge in data communications infrastructure troubleshot and configuration of network devices including switches, routers, firewalls etc
• SAP / Microsoft Office (Excel, PowerPoint)

The role requires experience in dealing with third-party-provided services, vendor management and budget planning

Understanding ways of working with global ITS support team, ability to learn quickly new solutions, perform problem analysis and technical investigation of the root cause for incidents.

In order to communicate effectively with different stakeholders in a very diverse region, fluency in English language is a must.

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.