IT Service Management Expert

hace 2 días


Madrid, Madrid, España Nestlé Sa A tiempo completo

We are seeking an experienced IT Operations Specialist in IT Service Management to join our team at Nestle. The position is based in the EUR zone and involves leading regional IT Service Management practices and processes.

Key Responsibilities:

  • Develop and implement ITIL processes, with a focus on Incident, Request, Knowledge, Problem, and Experience Management.
  • Collaborate with product owners to design and implement new processes and services.
  • Monitor compliance and health of processes, and prepare and drive Service Review KPIs and Reporting for all in-scope Products & Regions.
  • Manage Service Experiences AG ticket queues to ensure proactive management, and act as point of contact for incoming queries, requests, escalations related to operational tools such as Service Now.
  • Track results and perform analysis for RUN IT Objectives for EUR, and 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, and act as SPOC for ITSM Tech leads to assist in communication and delivery of new product features into the EUR zone.


Requirements:
  • Minimum 8 years of experience in Service Management, preferably with certification in ITIL practices.
  • Experience with ServiceNow and AI capabilities preferred.
  • Strong analytical and problem-solving skills, with ability to work independently and collaboratively as part of a team.
  • Excellent communication and interpersonal skills, with ability to train and mentor others.


This is a permanent, hybrid role with a salary range of €70,000 - €100,000 per annum, depending on experience. Benefits include comprehensive health insurance, pension scheme, and generous holiday entitlement. We offer a dynamic and supportive work environment, with opportunities for professional growth and development.

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