IS/IT Operations Manager

Position Snapshot:

• Type of Contract: Full Time
• Function and Stream: NUSA
• Type of work: Hybrid
• Work Language: Fluent Business English

The role:

The IS/IT Operations Manager will be accountable for ensuring the stability, reliability, performance, and cost efficiency of production data assets managed by external vendors. Oversees SLA compliance, incident management, continuous monitoring, and data availability for critical business operations. Leads sustainment strategies to consolidate and migrate local solutions into standardized global platforms, reducing operational costs, technical debt, and risk. Drives vendor governance, cost optimization, and alignment with enterprise data architecture and long-term platform strategy. Partners closely with business, analytics, engineering, architecture, procurement, and regional/global IT stakeholders.

What you’ll do:

As an IS/IT Operations Manager you will:

• Own the sustain operations model for production data assets, ensuring stable, reliable, secure, and cost-effective operation across localized and enterprise data solutions.
• Oversee outsourced vendor performance, including SLA adherence, operational health, incident response, backlog management, escalation paths, resource alignment, and service quality.
• Define and manage operational KPIs, dashboards, and reporting for availability, data freshness, data quality, incident volume, SLA attainment, mean time to resolution, recurring issue trends, cost drivers, and business impact.
• Lead incident, problem, and change management practices for production data assets, ensuring effective triage, root-cause analysis, post-incident reviews, corrective actions, and prevention of recurring issues.
• Establish continuous monitoring, alerting, runbooks, operational controls, and support procedures that improve reliability, transparency, and response time across critical data assets and pipelines.
• Define and execute a strategy to rationalize localized data solutions, reduce duplication and technical debt, and transition mature assets into standardized global platforms and support models.
• Partner with architecture, platform, data product, and engineering teams to ensure sustain operations decisions align with enterprise data architecture, governance standards, security expectations, and long-term platform strategy.
• Drive continuous improvement across sustain operations by optimizing support processes, standardizing intake and escalation, improving documentation, enabling automation, and shifting repetitive work toward scalable support models.
• Manage operational readiness for new or transitioned data assets, including support handover, hypercare exit criteria, knowledge transfer, service acceptance, runbook completion, and vendor onboarding.
• Coordinate communication with business and IT stakeholders on incidents, service performance, planned maintenance, risks, dependencies, and improvement plans.
• Support financial stewardship by tracking run costs, identifying optimization opportunities, managing vendor delivery efficiency, and ensuring sustain investments are aligned with business value and platform strategy.

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 salary and a comprehensive social benefits package. We have one of the best 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.

Join our global team of IT professionals at Nestlé, driving daily innovation and leveraging cutting-edge technologies to address digital opportunities. Grow professionally in a dynamic and impactful environment, collaborating with business partners worldwide to deliver integrated technology solutions!

What will make you a great fit?

• Bachelor’s degree in Information Systems, Computer Science, Engineering, Data Management, Business Operations, or a related field; equivalent experience will be considered.
• 6+ years of experience in IT operations, data operations, application support, production support, service delivery, vendor management, or data platform operations.
• Experience managing production support for data assets, analytics platforms, pipelines, reporting solutions, cloud data platforms, or enterprise data products.
• Strong understanding of IT service management practices, including incident management, problem management, change management, service request management, escalation management, and SLA/OLA governance.
• Demonstrated experience overseeing outsourced vendors or managed service providers, including performance reviews, service quality, issue escalation, resource planning, delivery governance, and continuous improvement.
• Ability to define and monitor operational metrics such as availability, data freshness, pipeline success rates, data quality, SLA attainment, MTTR, recurring incidents, backlog aging, and cost performance.
• Knowledge of modern data platforms and technologies such as Azure, Databricks, Snowflake, Power BI, SQL, data pipelines, orchestration tools, monitoring tools, and cloud-native services.
• Strong understanding of data governance, security, access management, quality controls, auditability, compliance, operational risk, and enterprise architecture alignment.
• Experience driving process improvement, support model optimization, automation, documentation, operational readiness, transition planning, and technical debt reduction.
• Ability to influence cross-functional teams, manage priorities across business and IT stakeholders, communicate operational performance clearly, and drive accountability without direct ownership of all resources.
• Strong communication, problem-solving, stakeholder management, vendor management, reporting, and leadership skills, with fluency in English.

Preferred Qualifications

• Experience leading or governing managed services, offshore delivery teams, L2/L3 support models, or vendor-operated sustain teams for enterprise data or analytics platforms.
• Experience with ITSM tools and practices such as ServiceNow, Jira Service Management, incident command, post-incident reviews, problem tickets, change advisory processes, and service reporting.
• Experience with data observability, monitoring, alerting, lineage, data quality tooling, operational dashboards, knowledge management, runbooks, and automation to reduce manual support effort.
• Experience with cloud cost optimization, FinOps, platform rationalization, technical debt reduction, application/data asset lifecycle management, and transition from local solutions to enterprise platforms

Not a 100% match? No worries! Nestlé supports your personal growth with customized development solutions.

What you can expect in your application journey:  
 
1. Hit apply and enter our job portal.

2. Submit your application with your CV.

3. We will contact relevant applicants.

4. Interviews (HR, Hiring team and stakeholders).

5. Feedback.

6. We make an offer.

7. Location dependent checks and pre-onboarding.

8. First working day.

About Nestlé:

We are Nestlé, the largest food and beverage company with brands including KitKat, Nescafé, Maggi, Purina, among many others. We are approximately 275,000 employees strong, motivated by the purpose of enhancing the quality of life and contributing to a healthier future. Our values are rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for our future. With more than CHF 94.4 billion sales in 2022, we have an expansive presence, with 344 factories in 77 countries. 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.