Functional Relationship Manager - IBS Contact Center We are looking for a Functional Relationship Manager – IBS Contact Center to be part of our IT Team supporting Integrated Business Services :
Position Snapshot:
Type of Contract: Permanent
Stream: Information Technology
Type of work: Hybrid
Work Language: Fluent Business English
The role:
The Functional Relationship Manager (FRM) enables the collaboration between the Business and IT. Acts as principal contact between multiple Business Stakeholders and IT stakeholders through the IT products and services lifecycle. Is responsible to enable business strategies through the right technology, with focus on the Integrated Business Services (IBS) 7 shared services locations and their contact centers footprint (consumer engagement services, telesales, B2B services, HR and more).
What you'll do:
Understand Business requirements and provide receivers with a consistent and effective experience in working with IT Teams.
Manage demand processes within IT Streams.
Facilitate issue resolution and trigger escalation processes when required.
Represent the Business for IT and IT for the Business.
Ensure integration and adoption of solutions between receiver and product/product group/platform. Driving the implementation of the right tech for the growing contact center services.
We offer you:
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 or higher, preferably in Computer Science or a related field.
7+ years of experience in IT (SAP, RPA Tech, AI, Azure, ServiceNow, basic understanding of IT architecture).
In-depth knowledge of contact center technology landscape, including key IT products such as CRM systems, IVR systems, ACD systems, and workforce management tools.
Familiarity with IT practices relevant to contact centers, such as omnichannel integration, cloud-based solutions, and data analytics for performance monitoring.
Experience with effective communication at different levels in the organization and in English.
Experience working in a global environment and with virtual teams.
Bonus Points if you:
Have a strong understanding of basic System Engineering, Information Risk and Security Guidelines and Architecture Standards.
Understand various Software Development Methodologies (e.g., Agile, Waterfall).
Have excellent understanding of business complexity and interdependencies.
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.
We encourage the diversity of applicants across gender, age, ethnicity, nationality, sexual orientation, social background, religion or belief and disability.
How we will proceed:
We believe our people are our most important asset, so we'll offer you a dynamic inclusive international working environment with many opportunities across different businesses, functions and geographies, working with diverse teams and cultures.
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