IT Service Management Specialist

For our Global Headquarters, we are looking for a motivated and experienced IT Service Management Specialist to join our Headquarters in Luxembourg. As part of the Service Management team, you will play a critical role in managing incident and problem resolution, acting as the key escalation contact, and driving continuous improvement across the application landscape.
You will oversee service delivery activities for Application Management Services (AMS), ensuring seamless operations across core enterprise applications including SAP platforms, ServiceNow and Digital Marketing/E-Commerce platforms.

You will oversee and coordinate the management of Incidents, Problems, Service Requests, and Change Requests, ensuring alignment with Service Level Agreements. You will act as the main escalation point for critical incidents, focusing on timely resolution and clear, structured communication with stakeholders. Thanks to your ability to analyze root causes and assess business impact, you will coordinate effectively with internal teams and external service providers when handling escalations.

Thanks to your use of historical data and your understanding of business context, you will proactively identify potential risks and recurring issues, and take steps to mitigate them. You will contribute to continuous improvement initiatives aimed at reducing incident volume, improving response and resolution times, and enhancing the end-user experience. You will also promote the adoption of Knowledge Management practices to help standardize troubleshooting approaches and improve overall resolution quality.

You will work closely with AMS vendors and global support teams to ensure alignment on performance expectations, process adherence, and service quality. You will also support the lifecycle management of applications, contributing to their stability, upgrades, and transitions to new digital platforms when applicable.

With a background in Computer Engineering, Information Technology, or a related field, you bring from 5 years of experience in Service Management, supporting and enhancing IT services in environments similar to the FMCG sector. You leverage your knowledge of service management frameworks (preferably including ITIL v3 or v4), to structure daily operations and ensure consistent service delivery across teams.

You work with enterprise systems and platforms, drawing on your expertise in SAP ECC modules (FI, SD, MM), SAP Cloud solutions such as Ariba and Concur, and an understanding of SAP S/4HANA. Experience with digital marketing and e-commerce technologies would be a plus and could enables you to collaborate with platforms such as PLM, PIM, DAM, Drupal, website technologies, AWS services, and Google tools including Google Analytics and Google Tag Manager, ensuring strong alignment between business needs and IT services.

You manage ITSM processes through ServiceNow, overseeing incident, problem, change, and release activities in complex IT environments. With strong communication skills, you work closely with cross-functional stakeholders and external vendors to foster collaboration, align expectations, and ensure smooth service operations across the organization.

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Ferrero began its journey in the small town of Alba in Piedmont, Italy, in 1946. Today, it is one of the world's largest sweet-packaged food companies, with many iconic brands sold in countries all over the world. Find out more about Ferrero at

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 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.

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