Functional Relationship Manager - IBS Contact Center

Nestlé SA; Esplugues de Llobregat; Híbrido; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

A global food and beverage leader is seeking a Functional Relationship Manager to bridge Business and IT in Barcelona. This role involves managing demand processes and ensuring effective integration of technology solutions. The ideal candidate will have over 7 years of IT experience, strong communication skills, and familiarity with contact center technologies. The position offers a hybrid work model and comprehensive benefits focused on personal and professional growth.

Servicios

Competitive salary

Comprehensive social benefits package

Flexible working scheme

Health insurance

Restaurant card

Mobility plan

Formación

• 7+ years of experience in IT, including SAP, RPA Tech, AI, Azure, ServiceNow.
• In-depth knowledge of the contact center technology landscape.
• Experience with effective communication at different levels in the organization.

Responsabilidades

• Enable collaboration between Business and IT teams.
• Manage demand processes within IT Streams.
• Ensure integration and adoption of solutions.

Conocimientos

Communication

Stakeholder Management

Problem Solving

Technical Understanding

Educación

Bachelor’s degree in Computer Science or related field

Herramientas

CRM systems

IVR systems

ACD systems

Workforce management tools

Descripción del empleo

Functional Relationship Manager - IBS Contact Center

Functional Relationship Manager - IBS Contact Center

We are looking for aFunctional Relationship Manager – IBS Contact Center to join ourCIO Office stream in Barcelona:

Position Snapshot:

• Location: Barcelona
• Type of Contract: Permanent
• Stream: CIO Office
• 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 Integrate 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 ceter services.

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 benefitsincluding 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 growththrough ongoing training and constant career opportunities reflecting our conviction that people are our most important asset.
• Hybrid working environmentwith 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 activitiessuch as yoga, Zumba, etc. and a wide range of volunteering activities.
• 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 underttanding 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 Guidelinesand 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 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, 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.

How we will proceed:

We are looking for aFunctional Relationship Manager – IBS Contact Center to join ourCIO Office stream in Barcelona:

Position Snapshot:

• Location: Barcelona
• Type of Contract: Permanent
• Stream: CIO Office
• 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 Integrate 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 ceter services.

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 benefitsincluding 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 growththrough ongoing training and constant career opportunities reflecting our conviction that people are our most important asset.
• Hybrid working environmentwith 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 activitiessuch as yoga, Zumba, etc. and a wide range of volunteering activities.
• 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 underttanding 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 Guidelinesand 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 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, 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.

How we will proceed: