At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us!

Job Description: 

The IT Service Delivery Manager will be responsible to oversee support to end users for all IT service supporting both the Nespresso Boutique Retail an Corporate Operations teams. This role will also implement support models and structure to end users, while providing analytics and a strategic direction for support service and will ensure business operations by providing end users with the design, delivery, and improvement of applications, training programs, and related documentation.  
 

The IT Service Deliver Manager will also ensure quality by maintaining relationships across the organization and enhancing service where applicable. This is a hybrid-based opportunity located at Nespresso USA’s Headquarters in New York City, New York (working at least 2 days/week onsite and the rest remotely from home). 

Responsibilities: 

IT Operations & Support 

•    Lead, manage & coordinate Service Delivery Team to provide clarity, structure, discipline & control across all Nespresso USA enterprise solutions. 
•    Manage Nestle Help Desk AG (assignment group) assigned to the Service Support team. Ensures that all requests and incidents are handled within agreed Nestle SLA standards. 
•    Continuously monitors support team's performance related to Nestle Service Desk and ensures that the agreed upon KPI's are met. 
•    Works with the local Nestle Service Desk, NBS, and International Support teams on requests, escalations, and global communication.   
•    Provide market with clear and timely communication regarding system changes and outages.

Business Development

•    Works with various business teams on identifying cross departmental opportunities, creating and setting best practices to support the business as needed.
•    Negotiate resources, budgets and timelines to launch project and special initiatives with the team. 
•    Identify and transfer best practice solutions across the company to accelerate strategy/cultural deployment.
•    Responsible for executing continuous business improvement efforts to meet service, quality and cost objectives. 
•    Works with IS/IT Managers on annual project planning and the IS/IT road map for the market.

Project Management 

•    Gather, analyze, and document business and system requirements via the Agile mindset established in the market.   
•    Prepare and maintain all necessary project documentation. 
•    Lead project meetings, perform acceptance testing and business cross-checks.
•    Lead trainings and coaching sessions as needed. 
•    Identify project risks and develop proposed countermeasures.
•    Actively contribute to business led projects as IT lead included but not limited to retail new store openings, renovations and relocations.  

Relationship Management 

•    Drives working relationship with other nestle teams, vendors, and partners.
•    Keep other nestle teams updated on changes to business process that affect the maintenance of Nespresso solutions.
•    Manages client and stakeholder relationships by keeping stakeholders accountable for quality, service level and relevant KPI's.

Requirements: 

•    High School Diploma or GED required; Bachelor’s degree in Computer Science, Database Management and/or in a related field is highly desired.  
•    5+ years of professional IT work experience utilizing ERP systems required. 
•    3+ years of experience supporting either Corporate and/or Retail IT business needs and functions required. 
•    2-3+ years of People Leadership experience managing, coaching and developing direct reports required. 
•    Current or prior experience with IT problem solving and troubleshooting principles, methodologies, and issue resolution techniques is required. 
•    Demonstrated fluency in MS Office (Word/Excel/Outlook/PowerPoint) is required. 
•    Must have excellent communication (oral and written), organizational, presentation and stakeholder management skills (including the ability to develop and maintain strong, cross-functional stakeholder relationships). 
•    Willing and able to work under pressure to meet tight deadlines with minimal supervision. 
•    Must be detail-oriented, possess excellent time management and analytical skills, as well as must have strong customer service skills. 
•    Excellent problem-solving and critical thinking skills to solve any complex business and IT challenges required. 
•    Ability to develop and interpret documentation for training and end user procedures is desired. 
•    Willing and able to travel up to 15% based on the needs of the team and the business required. 

The approximate pay range for this position is $140,000 to $150,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities, as well as geographic location. 
 

Nestle Offers performance-based incentives and a competitive total rewards package, which includes a 401k with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)

Requisition ID: 
340293 

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

Nestlé Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. If you require an accommodation in order to view or apply to open position, please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship. 

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