IT Service Manager ANZ
About the role
Information Technology
Job ID:
76541
Sydney, NSW, AU (Hybrid)
Permanent
About the Role:
The role of the IT Service Manager – ANZ is a part on the Asia Pacific multi‑country IT team and is responsible for overseeing IT service delivery, infrastructure, and operational support across Australia and New Zealand, ensuring stable, secure, and high‑quality IT services aligned with global standards. This position works closely with regional and global IT teams, business stakeholders, and external partners, playing a key role in incident management, service performance, vendor coordination, and continuous improvement initiatives.
Main Responsibilities:
Oversee day‑to‑day IT infrastructure and application support across Australia and New Zealand, ensuring service reliability and performance
Ensure IT services meet agreed SLAs through effective incident, escalation, and major incident management
Act as a coordination point during high‑impact incidents, including stakeholder communication and situation‑room management
Monitor service performance, trends, and KPIs to support continuous service improvement
Support the stability, availability, and security of IT infrastructure, including networks, servers, data centres, and end‑user environments
Manage IT asset lifecycle activities, including tracking, renewals, and compliance with governance standards
Support business continuity and resilience planning in line with regional and global requirements
Ensure alignment with Ferrero IT policies, security standards, and governance frameworks
Support statutory and internal audits, ensuring compliance with Group IT requirements
Collaborate with cybersecurity and global IT teams on risk management and investigations
Manage relationships with IT vendors and service providers, including SLA monitoring, performance reviews, and contract compliance
Partner with regional business stakeholders and global IT teams to support technology initiatives and service improvements
About You:
University degree in Information Technology, Engineering, Computer Science, Business Management, or a related field
ITIL certification is required; additional ITSM certifications are an advantage
Relevant experience in IT service management, infrastructure, and operations within a regional or multi‑country environment
Solid knowledge of IT infrastructure, networks, servers, data centres, end‑user support, and application services.
Proven experience in incident management, escalation/de‑escalation, and major incident coordination within SLA frameworks
Experience working with global second‑ and third‑level support teams
Strong background in vendor management and IT service delivery
Hands‑on experience with ITSM tools (e.g. ServiceNow)
Strong stakeholder management and communication skills
Customer‑focused mindset with a structured, solution‑oriented approach
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.
Our Application Process
We’re constantly looking for talented individuals who are ready to be part of our dynamic and growing organization. Ferrero is a company with a global presence and family values. Join us!
1. Apply
Complete your online application, upload your CV and include brief cover letter to help us understand your experience and interests
2. Assess
Our HR team will arrange a phone or video interview if we feel your qualifications are a good match for the job
3. Interview
If the first interview goes well, you’ll be invited to speak with a Ferrero manager to assess your competencies, technical aptitude and fit within our dynamic organization
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