About IT In Nestlé
We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers and at the workplace. We collaborate with our business partners around the world to deliver standardized, integrated technology products and services to create tangible business value.
Position Snapshot
Under the supervision and guidance of your Senior Product Manager Workforce Care Experience based in Barcelona, you will be responsible for the product ServiceDesk, which is related to Global Service Desk operations, as well as work according to a product vision and strategy. You are responsible to manage ServiceDesk operations who has Markets and IT as receivers and deliver the strategy execution as well as single IT entry point:” How can we help you? Your IT is always available for you, Your IT experience is important to us. You are accountable for the product from sustain and operational efficiency through customer journey aka (as known as) receiver, with responsibility for the full life cycle of their IT experience at first layer and along with receiver experience. On the delivery side of the product, you are responsible for analyzing and continuously managing the value of the product trough success metrics, ensuring the product is adopted as widely as possible. You will establish the practices and processes that support Nestlé's initiative to simplify the life of the end-user, standardize work across Nestlé markets and businesses and share above market in centers of scale and competency. You manage your partners and stakeholder as well as the team(s) developing new capabilities that bring value to your service lines and product.
A day in the life of...
We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers and at the workplace. We collaborate with our business partners around the world to deliver standardized, integrated technology products and services to create tangible business value.
Position Snapshot
- Part of IS/IT Workforce Care Experience
- Permanent contract with competitive salary & key benefits package
- Full-time work, virtual working available in a global environment
- Bachelor’s degree or higher, preferably computer science, engineering, business administration or related area
- Demonstrated experience in a product-based IS/IT organization
- 5+ years of experience in IS/IT Service Management and ServiceDesk Support Services, closest to the Business
- Experienced professional to manage ServiceDesk as a product to deliver excellence
- ITIL Professional Certified.
Under the supervision and guidance of your Senior Product Manager Workforce Care Experience based in Barcelona, you will be responsible for the product ServiceDesk, which is related to Global Service Desk operations, as well as work according to a product vision and strategy. You are responsible to manage ServiceDesk operations who has Markets and IT as receivers and deliver the strategy execution as well as single IT entry point:” How can we help you? Your IT is always available for you, Your IT experience is important to us. You are accountable for the product from sustain and operational efficiency through customer journey aka (as known as) receiver, with responsibility for the full life cycle of their IT experience at first layer and along with receiver experience. On the delivery side of the product, you are responsible for analyzing and continuously managing the value of the product trough success metrics, ensuring the product is adopted as widely as possible. You will establish the practices and processes that support Nestlé's initiative to simplify the life of the end-user, standardize work across Nestlé markets and businesses and share above market in centers of scale and competency. You manage your partners and stakeholder as well as the team(s) developing new capabilities that bring value to your service lines and product.
A day in the life of...
- Works with Markets, Workforce 360 and the IT Platform teams, ensure operational execution of the Workforce Care Experience strategy and vision aimed at maximizing value for our receivers
- Develop the future Service Desk by unlocking the first source of the truth for all our workforces and ensure proper quality assurance and onboarding processes
- Deliver an Execute the strategy based on product vision on how to operate ServiceDesk across the markets and regions following best practices to measure its success
- Contribute to the disruption and reshaping of the operations of artificial intelligence (AI) to predict issues and problems proactively, improve knowledge management to bring a new level of experience to receivers
- Analyzes reporting provided by performance manager for insights on product impact and adoption
- Ensures product contribution to the business value
- Increases product adoption, customer and consumer satisfaction as well as other value indicators
- Participates in the IS/IT governance processes that enable prioritization across multiple options
- Creates the context, selects talent, develops people, drives performance and recognizes achievements
- Ensure support of latest Technology services delivered in a timely and process-driven manner, including the provision of progress and updates of any in-flight service demands, projects or changes
- Manage escalations and relationships with stakeholders and partners
- Work based on partner delivery global guidelines.
- Demonstrated experience in a Global ServiceDesk operations managing multi-channel entries
- Demonstrated experience implementing and managing customer-centric methodologies to improve ServiceDesk operations, managing customer perceptions building strong internal relationships
- Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity
- 5 + years of experience in ServiceDesk Operations and IS/IT Service Management
- Organization: Above-average organization and prioritization skills, with the ability to juggle multiple responsibilities at the same time
- Demonstrable Experience using ITSM and Service Desk Solutions (experience with ServiceNow would be an asset)
- Time Management: a proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment
- Strong understanding of basic IS/IT information system, information risk and security guidelines, architecture standards and experience in digital technologies such as Analytics, Artificial Intelligence(AI) and Chatbot are an asset
- Excellent understanding of business complexity, interdependencies and partner management
- Excellent English communication skills applied with different stakeholders, nationalities, and mediums (face-to-face and remote), Spanish is a plus
- Inspires diverse teams and customer visions
- Able to create & maintain strong relationships with key stakeholders
- Engagement on projects to assist the implementation of new ways of working practices and procedures
- Ensure achievement of SLA's, XLA’s and KPI's, while ensuring cost control and effective use of resources and partners
- Experience having worked in a global environment and with virtual teams.
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