IT Service

**Position Snapshot**
- Nestlé in Assago, Milan
- Full time permanent contract
- IT Platforms - Connectivity & Voice platform group, reporting to the Operations Manager.
- Bachelor's degree in computer science, information systems, business administration or related field, or equivalent work experience
- 4+ years of experience in IT Service Management (ITSM) / Performance Management

**Position Summary**
Are you a talented Service and Performance Specialist ready to join Nestlé’s IT Platforms Connectivity & Voice team? You will be responsible for the governance of service and performance management practices to drive the Platform Group operational targets achievement.

**A Day in the Life of IT Service Management and Performance Specialist**
Under the supervision and guidance of the Platform Group Operations Manager, the Service and Performance Specialist is responsible to coordinate the Platform Group activities to ensure the achievement of quality, efficiency, productivity and agility objectives. In particular:

- Oversees the implementation and maintenance of ITSM processes that include incident, problem, change, request and knowledge management, acting as SPOC for Platform Group
- Supports the implementation and management of quality and efficiency improvements of IT service delivery
- Establishes a governance within Platform Group to implement and review the aforementioned processes and the Operational Readiness Assessment framework
- Supports the service design for operations during the contractual review with the selected partners
- Supports the integration of ServiceNow - with particular reference to ITSM module - with the vendor management tools.
- Supports ServiceNow Service Catalogue configuration by ensuring the implementation and the improvement of request management processes.
- Drives Knowledge Management continuous improvement, both externally (e.g. via ServiceNow) and internally (e.g. via Sharepoint)
- Oversees the implementation and maintenance of ITSM processes that include incident, problem, change, request and knowledge management, acting as SPOC for Platform Group
- Leads the performance management discipline, artefacts and documents across the Platform Group.
- Increases the adoption, the usage and the improvement of global reports based on IT Performance Dashboards PowerBI Application (that contributes to develop / coordinate developers for).
- Supports the KPIs and objective settings and reporting, internally and to suppliers.
- Participates to the Platform Group MORs, provides summary analysis of results (including business Impact / Implications and potential opportunities), leads the presentation of Service Management KPIs and follows up action points with the Platform teams and/or Regional operational leads.

**What will make you successful**
- Experience in IT service management principles and tools
- Demonstrated experience in establishing standard processes and managing performance to achieve key metrics
- Experience with Analytics&Reporting and Business Intelligence tools
- Experience with effective communication at different levels in the organization and in English
- Experience working in a global environment and with virtual teams
- Experience in service management principles and tools
- Strong IT operations acumen, including cross-domain knowledge and preferably earlier career experience in an individual contributor role in IT operations
- Good know how of manipulating data / visual dashboard and analytics products
- Ability to analyze complex data and identify patterns
- Excellent communication skills (visual and verbal), and very strong interpersonal and influencing skills (externally and internally at all levels)
- Strong collaborator and team builder with a cross-discipline team
- Enthusiastic, quick learner with proven ability to rapidly get up to speed with job knowledge and get things done