We are currently looking for a **Operations Specialist - Service Excellence** in order to complete our **IT Workforce 360** department. **Position Snapshot** + Location: Barcelona + Type of Contract: Permanent + Stream: IT Workforce 360 + Type of work: Hybrid + Work Language: Fluent Business English **The role** The **Operations Specialist - Service Excellence** is primarily responsible for regional IT Service Management practises and processes. This will have an initial focus on the whole ITIL processes in specific Incident, Request, Knowledge, Problem and Experience Management. In addition to operations, the role will be engaged on various projects related to ITSM services and products. **What you’ll do** + Collaborate with the Product Owner on the decision-making regarding the design and implementation of the process. + Responsible for monitoring compliance and the health of the process. + Prepare and drive the Service Review KPIs and Reporting for all in scope Products & Regions. + Manage the Service Experiences AG ticket queues to ensure tickets are proactively managed. Act as point of contact for incoming queries, requests, escalations related to our operational tools such as ServiceNow. + Track results and perform analysis for the RUN IT Objectives for EUR. + Work collaboratively with IT Service Management and Product teams to understand results, develop action plans, and drive improvement. **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 competitive salary and a comprehensive social benefits package. We have one of the most competitive 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. **Minimum qualifications:** + Bachelor's Degree in Computer Science, Systems Analysis or a related study, or equivalent experience. + +8 years of experience in Service Management. + Experience managing operations for IT Service Management Processes and coordinating governance activities with IT suppliers for very large-scale IT sustain organizations. + Significant Service Delivery experience within complex, global organizations with the ability to influence and consult in an IT Service Management environment. **Bonus Points if you:** + In-depth knowledge of the services that IT delivers to receivers. + In-depth knowledge of the Service Management tool (ServiceNow) used to support the process especially the Service Desk operations. **About the IT Hub** At Nestlé IT, we are a diverse, global team of IT professionals in the biggest health, nutrition and wellness company of the world. We strive to create an environment where people are valued for who they are. We innovate every day through future ready technologies to create opportunities for Nestlé to delight consumers, customers and employees alike. We collaborate with partners around the world to deliver tangible value at global scale. We continuously work to develop our people to be future ready. **About Nestlé** We are Nestlé, the largest food and beverage company in the world, with a presence in more than 185 countries. With net sales of CHF 94.4 billion in 2022, the company has over 291,000 employees and 418 factories in 85 countries. Our values are based on respect: respect for ourselves, respect for others, respect for diversity, and respect for our future. Nestlé is dedicated to offering high-quality food and beverage products and services that contribute to the nutrition, health, and well-being of people, pets, and the planet. Additionally, it is committed to being a leading company in sustainability and achieving net zero greenhouse gas emissions by 2050. 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._ Step outside your comfort zone; share your ideas, way of thinking and working to make a difference to the world, every single day. You own a piece of the action – make it count. **Join Nestlé’s IT Hub #beaforceforgood**