Manager Information Technology

Position Snapshot:

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

The role:

The Manager Information Technology will lead NUSA’s day-to-day IT operations, ensuring service stability, business continuity, and the effective resolution of critical incidents. As the main point of contact between NUSA, global IT teams, and external partners, you will oversee operational performance, support Production-to-Ship (P2S) operations across key sites, manage escalations, and drive continuous improvement of IT service management processes, tools, and operational practices while aligning local business needs with Nestlé’s global standards.

What you’ll do:

As a Manager Information Technology you will:

• Incident Management & Resolution (P1/P2/P3) – Lead end-to-end incident response for NUSA, including triage, ownership assignment, escalation, and resolution. Gather and communicate business impact across sites using monitoring tools and direct site engagement.
• Service Stability & Continuity – Ensure operational stability and continuity of services across NUSA's IT landscape (SAP, EWM, OMP, Analytics, W360, Digital Manufacturing, and supporting infrastructure), with a particular focus on protecting Production-to-Ship operations.
• Escalation Leadership – Serve as the primary escalation point for SOP inquiries, ticket escalations, ownership disputes, and time-sensitive issues; drive ownership calls, mediate cross-team coordination, and remove blockers to resolution.
• Zone & Third-Party Partnership – Work closely with Zone counterparts and third-party support providers to align on ITSM processes, drive accountability, and improve service performance.
• ITSM Governance & SOP Adherence – Enforce and continuously improve ITSM standard operating procedures, including assignment group ownership, ticket narratives, closure codes, prioritization matrix, and PRB handling; identify process gaps and lead remediation.
• Problem Management – Track and drive PRB ticket closure, ensure proper root cause analysis, and disseminate findings to stakeholders to prevent recurrence.
• Performance Reporting & Operational Metrics – Own NUSA operational metrics including TTR for critical incidents, P3 reduction, % tickets resolved within 24 hours, and reduction of critical incidents caused by intervention; contribute to MOR, QOR, and breakthrough objectives reporting.
• NUSA Security & Compliance (SCI) – Maintain NUSA compliance across SAP patching, BCP coverage, third-party connection recertifications, and third-party account recertifications.
• Planned Outage & Operational Communications – Coordinate and distribute planned outage communications across NUSA stakeholders (factories, DCs, business teams), ensuring clear business-impact language and minimizing disruption.
• Site Support & Escalations – Provide hands-on support to NUSA factories and DCs during complex incidents and escalations, partnering with site contacts and digital admins.
• Continuous Improvement Projects – Lead initiatives to simplify and improve NUSA operations, including ServiceNow webform redesigns, helpdesk reporting standardization, RACI matrices for incident handling, NUSA site prioritization for critical incident response, and intake process improvements.
• Cross-OpCo Collaboration – Partner with peer Operations Managers across NCI, NHSc, NPPC, and Workforce 360 to share best practices, align on standards, and represent NUSA in Zone-level operational forums.
• Application & Ownership Coordination – Support application ownership clarification (local apps impacting P2S, vendor governance, ServiceNow assignment groups) and partner with FRMs and Security & Compliance on remediation.

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 Computer Science, Information Technology, Management Information Systems, Business Administration, or related field
• 8+ years of experience in IT Operations, IT Service Management, or related disciplines
• 5+ years of experience leading incident management and resolution at scale (P1/P2/P3), preferably in a CPG, manufacturing, or supply-chain-intensive environment
• Deep working knowledge of ITSM frameworks and ServiceNow (incident, problem, change, and request management)
• Experience working with third-party support partners (offshore and onshore) and managing service performance through SLA/TTR metrics
• Strong understanding of SAP, EWM, and Digital Manufacturing landscapes and how IT incidents impact Production-to-Ship operations
• Demonstrated ability to lead escalations under pressure, mediate cross-team coordination, and drive resolution with both technical and business stakeholders
• Excellent communication skills with the ability to translate technical issues into clear business impact for senior leadership
• Experience driving continuous improvement initiatives, process documentation, and operational metrics reporting

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.