IT Service Delivery Manager (Retail & Corporate Functions)

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.