IT Service Management

hace 1 semana

Esplugues de Llobregat, España Nestlé A tiempo completo

We are looking for an IT Operations Specialist in IT Service Management


Position Snapshot

  • Location: Nestlé Global Tech Hub in Barcelona, Spain

  • Type of Contract: Permanent

  • Type of work: Hybrid

  • Work Language: Fluent Business English


Position Summary

IT Service Excellence Operations Specialist is primarily responsible for regional IT Service Management practises and processes. This will have an initial focus on the whole ITIL processes in specific Incident, Request, Knowledge, Problem and Experience Management.

In addition to operations, the role will be engaged on various projects related to ITSM services and products.

  • This includes collaborating with the product owner on the decision-making regarding the design and implementation of the process.

  • Responsible for monitoring compliance and the health of the process.

  • Prepare and drive the Service Review KPIs and Reporting for all in scope Products & Regions.

  • Manage the Service Experiences AG ticket queues to ensure tickets are proactively managed. Act as point of contact for incoming queries, requests, escalations related to our operational tools such as Service Now.

  • Track results and perform analysis for the RUN IT Objectives for EUR.

  • Work collaboratively with IT Service Management and Product teams to understand results, develop action plans, and drive improvement.

  • Train new starters within IT Service Excellence on key activities, processes, and ways of working.

  • Act as the SPOC for ITSM Tech leads to assist in communication and delivery of new product features into the EUR zone. Receive and compile feedback related to these processes from EUR Zone and provide to Tech leads for review and actions.


A day in the life of...

  • Lead the Market connect Forums for zone EUR.

  • Be the Regional escalation SPOC for ITSM.

  • Drive to achieve the RUN IT Objectives.

  • Measure the process adherence through KPIs.

  • Ensure target resolution times are met.

  • Support develop and maintain the IT Service Management processes and supporting documentation.

  • Support in developing training materials.

  • Identify training requirements for the process and tools (Service Now).

  • Ensure knowledge transfer.

  • Deliver training to all organizations contemplated by the process.

  • Act as the control point for process and quality controls within the process deliverables.

  • Ensure the production of required management reports.

  • Recommend changes to the design and scope of the process when required.

  • Address and resolve issues with process operation and execution with the process owner when required.

  • Guide and assist support group staff in developing and delivering workaround and resolutions (not on the technical/functional aspect, but on the process aspect on what needs to be done process and tool wise).

  • Act as a mentor and a coach of IT Service Management processes.


Qualifications:

Engineer or Master degree

Preferred experience and certification in ITIL practices

Preferred experience with ServiceNow and AI capabilties


Experience:

Minimum 8 years in Service Management

Managing operations for IT Service Management Processes and coordinating governance activities with IT suppliers for very large-scale IT sustain organizations.

Significant service delivery experience within complex, global organizations with the ability to influence and consult in an IT Service Management environment.


What will make you successful

  • In-depth knowledge of the services that IT delivers to receivers.

  • In-depth knowledge of the service management tool (Service Now) used to support the process.

  • Ability to explain and guide staff through the process.

  • Teamwork/team-building skills.

  • Effective meeting facilitation skills.

  • Knowledge of receiver needs and service level agreements.

  • Knowledge of the technical environment.

  • In-depth knowledge of the process workflow and KPIs.

  • In-depth knowledge of how IT Service management processes interfaces with each other.

  • Excellent Oral and written communication skills.

  • Analytical and trend analysis skills.

  • Resource management skills.

  • Knowledge of root cause analysis techniques.


We offer you
We offer more than just a job. We put people first and inspire you to become the best version of yourself.


  • Great benefits     including competitive salary and a comprehensive social benefits package. We have one of the most competitive pension plans on the market, as well as flexible remuneration with tax advantages: health insurance, restaurant card, mobility plan, etc.

  • Personal and professional growth through ongoing training and constant career opportunities reflecting our conviction that people are our most important asset.

  • Hybrid working environment with flexible working scheme. Our state-of-the-art campus is dog friendly and equipped with a medical center, canteen and areas to co-create network and chill

  • Recreation activities such as yoga, Zumba, etc. and a wide range of volunteering activities.


About the IT Hub
At Nestlé IT, we are a diverse, global team of IT professionals in the biggest health, nutrition and wellness company of the world. We strive to create an environment where people are valued for who they are. We innovate every day through future ready technologies to create opportunities for Nestlé to delight consumers, customers and employees alike. We collaborate with partners around the world to deliver tangible value at global scale. We continuously work to develop our people to be future ready.


About Nestlé
We are Nestlé, the largest food and beverage company in the world, with a presence in more than 185 countries. With net sales of CHF 94.4 billion in 2022, the company has over 291,000 employees and 418 factories in 85 countries. Our values are based on respect: respect for ourselves, respect for others, respect for diversity, and respect for our future. Nestlé is dedicated to offering high-quality food and beverage products and services that contribute to the nutrition, health, and well-being of people, pets, and the planet. Additionally, it is committed to being a leading company in sustainability and achieving net zero greenhouse gas emissions by 2050. Want to learn more? Visit us at: www.nestle.com

We encourage the diversity of applicants across gender, age, ethnicity, nationality, sexual orientation, social background, religion or belief and disability.
Step outside your comfort zone; share your ideas, way of thinking and working to make a difference to the world, every single day. You own a piece of the action – make it count.


Join Nestlé’s IT Hub #beaforceforgood

#J-18808-Ljbffr

  • IT Service Management

    hace 2 semanas

    Esplugues de Llobregat, España Nestlé A tiempo completo

    We are looking for a IT Service manager to join our IT Hub in Barcelona. **Position Snapshot** - Location: Nestlé Global Tech Hub in Barcelona, Spain - Type of Contract: Permanent - Type of work: Hybrid - Work Language: Fluent Business English **Position Summary** IT Service Excellence Operations Specialist is primarily responsible for regional IT...

  • IT Service Management

    hace 2 semanas

    Esplugues de Llobregat, España Nestlé A tiempo completo

    We are looking for an IT Operations Specialist in IT Service Management Position Snapshot Location: Nestlé Global Tech Hub in Barcelona, Spain Type of Contract: Permanent Type of work: Hybrid Work Language: Fluent Business English Position Summary IT Service Excellence Operations Specialist is primarily responsible for regional IT Service Management...

  • IT Vendor Management Specialist

    hace 2 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    We are looking for a IT Vendor Management Specialist to be part of our IT Security & Compliance team: Position Snapshot: Location: Global IT Hub Barcelona (Esplugues de Llobregat) Type of Contract: Permanent Stream: IT Security & Compliance Type of work: Hybrid Work Language: Fluent Business English The role: In this position and under the guidance and...

  • IT Product Owner

    hace 6 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    To strengthen our Global IT Hub in Barcelona, We are looking for a **IT Product Owner - Service Desk** to be part of our **Global IT Service Desk team**: **Position Snapshot** - Location: Nestlé Global Tech Hub in Barcelona, Spain - Type of Contract: Permanent - Stream: IT Service Management - Type of work: Hybrid - Work Language: Fluent Technical/Business...

  • Senior Product Manager

    hace 6 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    We are looking for a **Senior Product Manager - IT Service Experience** to be part of our **IT Service Management** team**: **Position Snapshot**: - Location: Barcelona, Spain - Type of Contract: Permanent - Stream: IT Workforce 360 - Type of work: Hybrid - Work Language: Fluent Business English **The role**: Under the supervision and guidance of your...

  • IT Product Owner

    hace 3 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    We are looking for IS/IT Product Owner Change Enablement to be part of our IT Service Management team. **Position Snapshot** - ** Location**: Barcelona, Spain. - ** Type of Contract**: Permanent. - ** Stream**: IT Workforce 360. - ** Type of work**: Hybrid. - ** Work Language**: Fluent Business English. **The role** **What you’ll do** - Working closely...

  • IT Problem Management Expert

    hace 3 semanas

    Esplugues de Llobregat, España Nespresso A tiempo completo

    **We are looking for a Problem Management Expert to be part of our Nestlé Nespresso Digital and Tech Team.** **Position Snapshot** - ** Location**: Nespresso Headquarters, Barcelona. Spain. - ** Type of Contract**:Permanent. - ** Type of work**:Hybrid. - ** Work Language**:Fluent Business English. - ** On call service.** **The Role** **In This Role, You...

  • Technology Expert

    hace 6 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    We are looking for an IT Crisis Management Tech expert to join our IT Service Management team. **This position follows a 'follow-the-sun' shift-based schedule (you will work on average 1 every 4 weekends).** **Position Snapshot** - Location: Barcelona, Spain - Type of Contract: Permanent contract - Stream: IT Workforce 360 - Type of work: Hybrid - Work...

  • IT Change Management Engineer

    hace 1 mes

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    **We are looking for a Change Management Expert to be part of our Nestlé Nespresso Digital and Tech Team.** **Position Snapshot** - Location: Nespresso Hub, Barcelona. Spain. - Type of Contract: Permanent. - Type of work: Hybrid. - Work Language: Fluent Business English. **The Role** In this position, you will be responsible for overseeing the entire...

  • Is/it Sr. Product Manager Service Desk

    hace 6 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    We are looking for **IS/IT Product Manager Service Desk** to be part of our **IT service Management** team**: **Position Snapshot** - Location: Nestlé Global Tech Hub in Barcelona, Spain - Type of Contract: Permanent - Stream: Workforce 360 - Type of work: Hybrid - Work Language: Fluent Business English **The role** Under the supervision and guidance of...

  • IT Product Group Vendor Manager

    hace 6 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    We are looking for an Product Group Vendor Manager to be part of our IT Supply Chain and Procurement Department. **Position Snapshot** - Location: Nestlé Global Tech Hub in Barcelona, Spain - Type of Contract: Permanent - Stream: IT Supply Chain and Procurement Department - Type of work: Hybrid - Work Language: Fluent Business English **The role** - You...

  • IT Analyst Jr.

    hace 4 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    **We are looking for Junior Business Analyst to be part of our Workforce 360 team** **Position Snapshot** - Location: Barcelona - Type of Contract: Permanent - Workforce 360 - Type of work: Hybrid/Remote - Work Language: Fluent Business English **The role** Under the supervision and guidance of your Senior Product Manager - IT Service Experience based in...

  • Operations Team Lead

    hace 6 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    To strengthen our Global IT Hub in Barcelona, We are looking for a **Operations Team Lead - Service Desk** to be part of our Global IT Service Desk team**: **Position Snapshot** - Location: Nestlé Global Tech Hub in Barcelona, Spain - Type of Contract: Permanent, Local - Stream: IT Service Management - Type of work: Hybrid - Work Language: Fluent...

  • IT Business Analyst

    hace 6 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    **Position Snapshot** - Location: Nestlé Global Hub in Barcelona, Spain - Stream: IT Marketing, Sales and eBusiness - Permanent Contract - Type of work: Hybrid - Work Language: Fluent Business English Our Marketing, Sales and eBusiness IT Department is looking for a fast learner and team player **IS/IT Business Analyst - Out of Home Service Tech.** The...

  • IT Business Analyst Supply Chain

    hace 6 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    **We are looking for Business Analyst to be part of our Supply Chain - Customer Service team.** **Position Snapshot** - Location: Nestle Global Tech Hub Barcelona, Spain - Type of Contract: Permanent Contract, act. Rate 100% - IT Supply Chain & Procurement Customer Service - Type of work: Hybrid/Remote - Work Language: Fluent Business English **The...

  • IT Business Analyst Supply Chain

    hace 6 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    **We are looking for Business Analyst to be part of our Supply Chain - Customer Service team.** **Position Snapshot** - Location: Nestle Global Tech Hub Barcelona, Spain - Type of Contract: Permanent Contract, - IT Supply Chain & Procurement Customer Service - Type of work: Hybrid/Remote - Work Language: Fluent Business English **The role** In this...

  • Solution Architect in IT Management Accounting

    hace 6 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    **Solution Architect in IT Management Accounting - e-commerce.** We are looking for IT Solution Architect in Management Accounting to be part of our Finance, Control and Legal Department. **Position Snapshot** - Location: Esplugues de Llobregat, Barcelona. - Type of Contract: Permanent - IT Finance&Control and Legal: IT Management Accounting - Type of work:...

  • IT M&a Business Process Management and Testing Lead

    hace 2 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    We are looking for an **IT M&A Business Process Management and Testing Lead **to be part of our IT M&A and NETT Department. **Position Snapshot** - Location: Nestlé Global Tech Hub in Barcelona, Spain - Type of Contract: Permanent - Stream: IT M&A and NETT Department - Type of work: Hybrid - Work Language: Fluent Business English **The role** Manages...

  • IT Business Analyst

    hace 6 meses

    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    We are looking for **IT Business Analyst in Controlling** to be part of our Finance, Control and Legal Department. **Position Snapshot** - ** Location**: Esplugues de Llobregat, Barcelona. - ** Type of Contract**:Permanent. - ** Stream**: IT Finance&Control and Legal. - ** Type of work**:Hybrid. - ** Work Language**: Fluent Business English. **The...

  • IT M&A Business Process Management and Testing Lead

    hace 1 semana

    Esplugues de Llobregat, España Nestlé SA A tiempo completo

    IT M&A Business Process Management and Testing LeadWe are looking for an IT M&A Business Process Management and Testing Lead to be part of our IT M&A and NETT Department.Position SnapshotType of Contract: PermanentStream: IT M&A and NETT DepartmentType of work: HybridWork Language: Fluent Business EnglishThe roleManages Testing scope creation, validation and...