IT Service Manager SEA

About the Role:

The role of the IT Service Manager, Southeast Asia is a part on the Asia Pacific multi-country IT organization and plays a key part in ensuring stable, reliable and high-quality IT services across multiple Southeast Asian markets. Working closely with regional and global IT teams, collaborates with shared service center, vendors and business stakeholders.

IT Service Manager role supports day-to-day IT operations, service delivery, incident management and continuous service improvement. The position reports to the Regional IT Service Manager, Asia Pacific and operates in a matrix and multi-country environment.

Main Responsibilities:

• Oversee day-to-day IT infrastructure and application support across Southeast Asia to ensure service stability, availability and performance

• Assure IT services operate in line with Ferrero IT policies, security standards and governance frameworks

• Ensure IT services meet agreed service levels (SLAs), capacity and quality standards through effective coordination with global support teams

• Actively support incident, escalation and major incident management, including coordination of resolution activities and stakeholder communication

• Support statutory and internal IT audits, ensuring compliance with Group IT requirements

• Contribute to business continuity planning and operational risk mitigation across the region

• Manage relationships with IT service providers and vendors, including service reviews, SLA monitoring and performance tracking

• Support regional contract renewals in collaboration with IT, Procurement and relevant stakeholders

• Build effective working relationships with business users, key stakeholders and technology partners across multiple countries

• Support effective IT asset lifecycle management, including tracking, renewal and governance

• Contribute to infrastructure monitoring and operational readiness in coordination with global teams

• Support regional IT projects and technology initiatives aligned with business priorities

• Collaborate with regional and global IT teams to apply best practices and drive continuous service improvement initiatives

About You:

• University degree in Information Technology, Computer Science, Engineering or a related field

• Relevant work experience in IT service management, infrastructure or operations within regional or multi-country environments

• ITIL certification is strongly preferred

• Hands-on experience with IT incident management, escalation processes and major incident coordination

• Proven experience working with global second- and third-level IT support teams

• Experience managing IT vendors and service providers, including SLA performance monitoring

• Exposure to IT governance, security standards, audits and compliance requirements

• Experience with ITSM tools such as ServiceNow or equivalent platforms

• Strong stakeholder management and communication skills

• Customer-oriented mindset with a focus on service quality and continuous improvement

• Ability to operate effectively in a complex, multi-cultural and multi-country environment

• Structured, proactive and collaborative working style

• Fluency in English, written and spoken; proficiency in one or more Asian languages is a plus

Our Benefits & Perks:

Careers with caring built in - discover our benefits here.

About Ferrero:

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.com.

DE&I at Ferrero:

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. Find out more here.