IT Service Management

hace 3 días

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 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 volunteeri

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