Overview
Functional Relationship Manager – IBS Contact Center role in the CIO Office stream, based in Barcelona. Hybrid work arrangement. Language: Fluent Business English.
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 collaboration between the Business and IT. Acts as the principal contact between multiple business stakeholders and IT stakeholders through the IT products and services lifecycle. Responsible for enabling business strategies through the right technology, with focus on the Integrate Business Services (IBS) seven 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 recipients 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 receivers and product/product group/platform. Drive 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, including one of the most competitive pension plans, flexible remuneration with tax advantages (health insurance, restaurant card, mobility plan, etc.).
* Personal and professional growth through ongoing training and career opportunities.
* Hybrid working environment with flexible working scheme; campus facilities include dog-friendly spaces, medical center, canteen and co-create/network areas.
* Recreation activities such as yoga, Zumba, and volunteering opportunities.
* Bachelor’s degree or higher, preferably in Computer Science or a related field.
* 7+ years of experience in IT (SAP, RPA, AI, Azure, ServiceNow; basic understanding of IT architecture).
* In-depth knowledge of contact center technology landscape (CRM, IVR, ACD, workforce management tools).
* Familiarity with omnichannel integration, cloud-based solutions, and data analytics for performance monitoring.
* Experience communicating effectively at different levels in English and working in a global/virtual team environment.
Bonus points
* Understanding of basic System Engineering, Information Risk and Security Guidelines and Architecture Standards.
* Understanding of various software development methodologies (e.g., Agile, Waterfall).
* Strong understanding of business complexity and interdependencies.
About the IT Hub
At Nestlé IT, we are a diverse, global team of IT professionals in the world’s largest health, nutrition and wellness company. We innovate with future-ready technologies to create opportunities for Nestlé to delight consumers, customers and employees. We collaborate with partners globally to deliver tangible value at scale and continually develop our people to be future-ready.
We are Nestlé, the largest food and beverage company in the world, present in more than 185 countries. Net sales are CHF 94.4 billion with over 291,000 employees and 418 factories in 85 countries. Our values are respect for ourselves, others, diversity, and our future; we are committed to sustainability and achieving net zero greenhouse gas emissions by 2050. Learn more at nestle.com.
We encourage diversity of applicants across gender, age, ethnicity, nationality, sexual orientation, social background, religion or belief, and disability.
How we will proceed
We are looking for a Functional Relationship Manager – IBS Contact Center to join our CIO Office stream in Barcelona. If this aligns with your experience, apply to join a globally collaborative IT team.
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