Position Snapshot:

Type of Contract: Full Time
Function and Stream: NUSA
Type of work: Hybrid
Work Language: Fluent Business English

The role:

The Manager Information Technology will lead NUSA’s day-to-day IT operations, ensuring service stability, business continuity, and the effective resolution of critical incidents. As the main point of contact between NUSA, global IT teams, and external partners, you will oversee operational performance, support Production-to-Ship (P2S) operations across key sites, manage escalations, and drive continuous improvement of IT service management processes, tools, and operational practices while aligning local business needs with Nestlé’s integral standards.

What you’ll do:

As a Manager Information Technology you will:

Incident Management & Resolution (P1/P2/P3) – Lead end-to-end incident response for NUSA, including triage, ownership assignment, escalation, and resolution. Gather and communicate business impact across sites using monitoring tools and direct site engagement.




Service Stability & Continuity – Ensure operational stability and continuity of services across NUSA's IT landscape (SAP, EWM, OMP, Analytics, W360, Digital Manufacturing, and supporting infrastructure), with a particular focus on protecting Production-to-Ship operations.
Escalation Leadership – Serve as the primary escalation point for SOP inquiries, ticket escalations, ownership disputes, and time-sensitive issues; drive ownership calls, mediate cross-team coordination, and remove blockers to resolution.
Zone & Third-Party Partnership – Work closely with Zone counterparts and third-party support providers to align on ITSM processes, drive accountability, and improve service performance.
ITSM Governance & SOP Adherence – Enforce and continuously improve ITSM standard operating procedures, including assignment group ownership, ticket narratives, closure codes, prioritization matrix, and PRB handling; identify process gaps and lead remediation.
Problem Manage

📌 Manager Information Technology (Miguel Hidalgo)
🏢 Nestlé IT & Digital Americas
📍 Miguel Hidalgo