IT Service Management Specialist

At Ferrero’s Group Headquarters in Luxembourg, you will help keep everyday work running smoothly for colleagues across all HQ functions. As an IT Application Service Management Specialist in the IT team, you will connect business needs with reliable application support, with strong exposure to SAP and key corporate applications. 

Your purpose is key : protect service quality, remove friction, and create measurable impact. You will monitor performance, guide partners when service drops, and turn incidents into improvements that people can feel in their daily work. 

SERVICE LEVEL 

You will take care of service levels by defining and following clear KPIs, consolidating data from local and central sources, and shaping dashboards that tell a simple, useful story. You will interpret trends, explain their impact on the business, and suggest concrete actions that steadily improve quality, capacity, and performance. 

ESCALATION, INCIDENT & CHANGE REQUEST MANAGEMENT 

You will lead incident, problem, service and change request, from a service perspective. You will act as the main escalation point for critical situations, organize war rooms when needed, and coordinate fast resolution with IT and partners, while keeping stakeholders informed with clear and reassuring communication. 

STAKEHOLDER MANAGEMENT 

You will manage application lifecycle maintenance activities, prioritizing changes with the relevant IT platforms and Centers of Expertise, and keeping the ALM environment aligned with agreed methods. You will work closely with external service providers, run service reviews, and maintain strong relationships with business and IT stakeholders to shape long‑term reliability. 

PROJECT 

In addition, you will support and take part in cross‑functional initiatives such as improving the ITSM ServiceNow platform, contributing to RUN process definitions for new AI solutions, and advancing proactive incident reduction programs that strengthen the overall service story. 

You bring around 4-5 years of experience in IT environement, working on service management for enterprise applications, and you can work confidently with SAP HANA, including FI, SD, MM. You understand how applications support end‑to‑end business processes and how service quality affects daily work. 

You can define and follow service management practices, build meaningful KPIs, and use data to guide decisions. You have applied ITIL ways of working, and you know how to balance stability with continuous improvement in incident, change, and service request management. 

You communicate clearly with business users and IT platform leaders, and you guide discussions toward solutions. You are comfortable working with ITSM tools such as ServiceNow and SAP Solution Manager, and you can coordinate external providers while protecting service commitments. 

Are you ready for this great challenge? Don’t miss the chance to apply!