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.

The IS/IT Operations Manager is accountable for the continuous value delivery of IS/IT Product Groups and Platforms. S/He oversees sustain, deployment, retirement and leverage and ensures the effective and efficient operational support of all internally or by a third-party managed product and platform groups in scope. The overarching goal of this role is to ensure that quality, efficiency, productivity and agility goals are achieved at the best value for money. During her/his shift, s/he holds the accountability for all services across IS/IT worldwide within product and platform groups in scope (FTS principle applies regarding platforms). S/He builds and maintains relationships with product and platform group managers, developping a clear understanding of product/platform strategy and works with supplier teams to ensure good coordination of product changes without impacting IS/IT Consumers and business processes.

Position Snapshot

Location: Nestlé México

Stream: C&V

Type of Contract: Permanent

Key Responsibilities:

• Provides oversight in the products’ ‘run’ and 'maintain' phase to deliver the committed product business value, and provides input to peers
• Provides technical escalation support for specialists and Nestlé suppliers to ensure service level objectives are met
• Oversees and designs procedures and processes for operations within the area of expertise, including the definition of design requirements needed for successful operations
• Leads the development of operational aspects for a set of products, and ensures their end-to-end integration and value delivery within the broader IS/IT landscape
• Contributes to the annual operating and capital expenditure budget of the product/platform groups in scope within product strategic plan
• Participates in the assessment of external and internal technology capabilities with a focus on suitability for integration with the existing IS/IT operations environment
• Supports the product/platform group sourcing strategy, and provides oversight for supplier relationship management
• Enables and fosters transversal skills to support products, product/platform groups and/or streams to ensure operational excellence

Stakeholder Engagement
• Works with product teams including partners to ensure good coordination of product changes across multiple product without impacting IS/IT Consumers and business processes
• Builds and maintains relationships with product team leaders to develop a clear understanding of product strategy, product value delivery planning and of business needs
• Provides timely updates and information to IS/IT Consumers/stakeholders on platform issues and maintenance windows
• Fosters collaboration from his/her operations team in project teams for small-scale business process improvement projects and/or Business Requirements

Leadership
• Fosters a business-oriented culture and mindset driven by continual service improvement techniques
• Provides leadership, coaching and direction to the peers as part of the operations community
• Develops high performing teams and in alignement with the People process cycle and the 5 people practises:
• Create the context : create alignment, lead by example, promote an open culture and our values in a sustainable way. (Sustain the change)
• Select talent : recruit and onboard people and plan capabilities for the future.
• Develop people : coach, define effective (70-20-10) development plan and asses talent, building the right capabilities for the team and for the organization long-term success. 
• Drive performance : empower and enable people, give and receive feedback, evaluate and differentiate performance, constantly challenge the set up organization to ensure its results and effectiveness.
• Recognize achievements : give and receive recognition, reward performance.

• Continuous improvement in effectiveness and efficiency of operational support for internally or by third party managed product or platform groups within in scope
• Supports the IS/IT Performance Management in analyzing product/platform usage and performance by gathering respective data

• Reports identified risks and issues within scope to the Product/Platform Manager and if applicable to the Tech Lead
• Ensures that patching within scope is carried out as required
• Provides inputs for improvement to the DevOps teams and change control process

Required Profile:

• Bachelor's or master's degree in computer science, information systems, business administration or related field, or equivalent work experience
• 12+ years of experience in IS/IT, thereof 7+ years in IS/IT Operations + LAN - Wifi
• Experience in effectively managing cross-functional teams, influencing key stakeholders, across the organization and within complex contexts
• Experience in service management principles and execution
• Experience explaining technical concepts and technologies
• Demonstrated experience in establishing standard processes and managing performance to achieve key metrics
• Preferably proven experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support
• Experience in budget planning and financial management
• Experience in effective communication at different level in the organisation and in English
• Experience to have worked in a global environment and with virtual teams