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Senior Operations Manager - Customer Care

Senior Operations Manager - Customer Care

Ciudad de Mexico, MX, 11520

Ciudad de Mexico, MX, 11520

Position Snapshot

Location: Mexico City, MX
Position Type: Full Time


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 Summary

To strengthen our Workforce 360 Customer Care/Mexico, we are looking for an Operations Manager to complete our Workforce Customer Care team.

Under the supervision and guidance of her/his primary Community of Practice Lead base in St. Louis and Product Group Manager based in Barcelona, the IT Operations Manager is accountable for the continuous value delivery of 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 have a good stakeholder management by ensuring that quality, efficiency, productivity, and agility goals are achieved at the best value for money adding value to the business. During her/his shift, s/he holds the accountability for all services across IT worldwide within product and platform groups in scope (FTS principle applies regarding platforms). S/He builds and maintains relationships with IT Business Relationship Managers from Nestle Countries and Regions, product, and platform group managers, developing a clear understanding of business needs, and supporting on making it possible through product/platform strategy. 

A day in the life of...

Stakeholder Management by leading a team that interfaces Workforce Customer Care products with the Nestle markets in Latin America Region. Responsible for the service delivery and respective quality providing coach, support and leadership for Market SPOCS and direct reports.
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 IT Performance Management in analyzing product/platform usage and performance by gathering respective data
Accountable for the continuous value delivery of 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. 
S/He builds and maintains relationships with product and platform group managers, developing a clear understanding of product/platform strategy and works with supplier teams to ensure good coordination of product changes without impacting IT Consumers and business processes.
Responsible to determinate the operations’ receiver-centric strategy of attending and pursue continuous improvements in the service according to benchmark of specialized.
SPOC for Operations direct escalation path and report, with other teams inside or outside IT organization, with different levels of management. Also treat directly for any matter with the area's Vendors from any country where operation is based
Contribution to IT Strategy - under the supervision and guidance of her/his primary Community of Practice Lead and Product Group/Platform Group Manager based in Barcelona
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 IT landscape
Participates in the assessment of external and internal technology capabilities with a focus on suitability for integration with the existing 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

What will make you successful

Education:
A Bachelor's degree Computer Science, Management Information Systems, Business Administration or related discipline or 3+ years of experience in equivalent IT disciplines

 

Experience:
Experience in an IT Operation environment and Service Delivery needed for these operations
A minimum of 4 years of Team Lead experience, demonstrating leadership skills, possessing a track record of managing technical staff and stakeholder management
Experience with coordination of product changes across multiple products with proven success cases.
Experience with building and maintains relationships and stakeholder with high stakeholder management.
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
Experience in effective communication at different level in the organization in Spanish, English. 
Experience to have worked in a global environment and with virtual teams
Experience in Problem Management
Experience in Product Management
Experience in Project Management

 

Certification:
ITIL 4 or V3 - Knowledge and certification (Required)
COBIT - Knowledge and certification (preferred)
Lean IT - Knowledge and certification (preferred)
Scrum Foundation/Agile Methods – Knowledge required, and certification preferred

 

Languages:
English and Spanish (Required Fluent)
Portuguese (preferred)
Local Language in use in market or ability to interface with local market staff
 

Position Snapshot

Location: Mexico City, MX
Position Type: Full Time


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 Summary

To strengthen our Workforce 360 Customer Care/Mexico, we are looking for an Operations Manager to complete our Workforce Customer Care team.

Under the supervision and guidance of her/his primary Community of Practice Lead base in St. Louis and Product Group Manager based in Barcelona, the IT Operations Manager is accountable for the continuous value delivery of 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 have a good stakeholder management by ensuring that quality, efficiency, productivity, and agility goals are achieved at the best value for money adding value to the business. During her/his shift, s/he holds the accountability for all services across IT worldwide within product and platform groups in scope (FTS principle applies regarding platforms). S/He builds and maintains relationships with IT Business Relationship Managers from Nestle Countries and Regions, product, and platform group managers, developing a clear understanding of business needs, and supporting on making it possible through product/platform strategy. 

A day in the life of...

Stakeholder Management by leading a team that interfaces Workforce Customer Care products with the Nestle markets in Latin America Region. Responsible for the service delivery and respective quality providing coach, support and leadership for Market SPOCS and direct reports.
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 IT Performance Management in analyzing product/platform usage and performance by gathering respective data
Accountable for the continuous value delivery of 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. 
S/He builds and maintains relationships with product and platform group managers, developing a clear understanding of product/platform strategy and works with supplier teams to ensure good coordination of product changes without impacting IT Consumers and business processes.
Responsible to determinate the operations’ receiver-centric strategy of attending and pursue continuous improvements in the service according to benchmark of specialized.
SPOC for Operations direct escalation path and report, with other teams inside or outside IT organization, with different levels of management. Also treat directly for any matter with the area's Vendors from any country where operation is based
Contribution to IT Strategy - under the supervision and guidance of her/his primary Community of Practice Lead and Product Group/Platform Group Manager based in Barcelona
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 IT landscape
Participates in the assessment of external and internal technology capabilities with a focus on suitability for integration with the existing 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

What will make you successful

Education:
A Bachelor's degree Computer Science, Management Information Systems, Business Administration or related discipline or 3+ years of experience in equivalent IT disciplines

 

Experience:
Experience in an IT Operation environment and Service Delivery needed for these operations
A minimum of 4 years of Team Lead experience, demonstrating leadership skills, possessing a track record of managing technical staff and stakeholder management
Experience with coordination of product changes across multiple products with proven success cases.
Experience with building and maintains relationships and stakeholder with high stakeholder management.
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
Experience in effective communication at different level in the organization in Spanish, English. 
Experience to have worked in a global environment and with virtual teams
Experience in Problem Management
Experience in Product Management
Experience in Project Management

 

Certification:
ITIL 4 or V3 - Knowledge and certification (Required)
COBIT - Knowledge and certification (preferred)
Lean IT - Knowledge and certification (preferred)
Scrum Foundation/Agile Methods – Knowledge required, and certification preferred

 

Languages:
English and Spanish (Required Fluent)
Portuguese (preferred)
Local Language in use in market or ability to interface with local market staff
 

Apply now »