Operational Governance Lead - Field Services

Position Snapshot

1. Global role at Nestlé Workforce 360 - Devices
2. Nestlé welcomes people with disabilities
3. Permanent contract
4. Full-time, on-premises in the Milan IT Hub with some flexibility to work remotely
5. Bachelor's degree in STEM disciplines or equivalent experience
6. 5+ years experience in an IS/IT organization
7. Fluent in English

Position Summary

Are you a talented Operational Governance Lead ready to join in Workforce 360 Devices team in Milan, Italy?

We are a diverse and heterogeneous team of people coming from different countries across the world, each one with a unique experience around people, technology, business, and processes. We are part of Nestlé Global IT HUB in Milano (Italy), a cross-technology team that includes more than 150 professionals and span across more than 20 different nationalities.

We need your passion and skills to lead Operations and Governance for our Field Services product, helping us to deliver our purpose: enable the digital workplace experience for our receivers, solving their issues wherever they are, with the simplest and most reliable technology.

As Field Services Operational Governance Lead you will be globally responsible for ensuring quality, efficiency, productivity, and agility of service delivery, defining procedures and processes for the Field Services area, coordinating product changes and driving continuous improvement together with internal team and suppliers. Additionally, you will support supplier relationship management, oversee supplier performance to ensure service level objectives are met, and provide support to regional teams.

You will be part of a team of Global Technology experts, reporting to the Senior Product Manager Field Services.

A Day in the Life of Operational Governance Lead

1. Provides oversight in the products' 'run' and 'maintain' phase to deliver the committed product business value, attending and managing governance meetings
2. Provides technical escalation support for specialists and Nestlé suppliers to ensure service level objectives are met and compliance with Nestlé standards
3. Supports the IT Performance Management in analyzing product usage and performance by gathering respective data
4. Support markets and regional teams as Subject Matter Expert on contract, billing and SLAs
5. Defines procedures and processes for operations within the area of expertise, including the definition of design requirements needed for successful operations
6. Build and maintain good relationships with external vendors to effectively meet business needs
7. Support Product Owners, Project Managers and Solutions Architects in developing Scopes of Work and Project Deployment plans and solutions rollout
8. Contributes and support the organization adoption of DevOps methodology and Agile project management

What will make you successful?

1. Ability to collaborate with various departments and stakeholders to foster a collaborative and cooperative work environment
2. A customer-centric mindset and a deep understanding of customer needs and expectations to drive service excellence
3. Deep Vendor management, communication, presentation, and documentation skills
4. Strategic and critical thinking, strong business acumen, and data-driven approach
5. Great analytical, conceptual, and problem-solving skills to support business issues
6. Excellent English communication skills applied with different stakeholders, nationalities, and mediums (face-to-face and remote)
7. Ability to lead and motivate cross-functional teams to achieve project objectives and deliver high-quality service
8. Experience working on projects, managing multiple priorities and meeting deadlines
9. Practical experience working in DevOps organizations with applied Agile methodologies (SCRUM/AzureDevOps)

What about the Global IT Hub in Nestlé?

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.

At Nestlé we offer competitive compensation packages, a supportive work environment, and opportunities for professional growth and development. Join our team of brilliant professionals and make a significant impact on our IT organization.

Only cvs submitted in English will be considered.