IT Business Partner Manager (Operations)

Job Description

Lindt & Sprungli (North America) Inc. provides services to various Lindt Subsidiaries in North America including Lindt USA, Ghirardelli Chocolate Company, Lindt Canada, and Russell Stover Chocolates LLC. You will be part of a 70+ core team of IT professionals supporting the various North American Lindt subsidiaries and providing value.

The IT Business Partner Manager (Operations) serves as the strategic liaison between the IT function and the Operations organization across supply & demand planning, manufacturing, logistics, warehousing, customer service, and quality management. This role ensures that technology investments, digital initiatives, and enterprise systems (primarily SAP, MES, and Industry 4.0 solutions) are effectively aligned with business goals in a highly automated, fast-paced chocolate manufacturing environment.

The individual will be accountable for shaping and delivering the operations IT roadmap, driving digital transformation initiatives (including IoT, smart factory, and automation), and ensuring seamless end-to-end process integration across the enterprise value chain.

This position can be located in Stratham, NH, but we are also open to candidates in the Kansas City, MO and San Leandro, CA areas to work out of our offices in those locations on a hybrid schedule. Travel for this position is estimated to be 50% for the first 6 months, then 25% after that.

Key Responsibilities

Business Partnership & Strategy

• Act as the trusted IT advisor to Operations leadership, identifying technology opportunities that enable business growth, efficiency, and quality excellence.
• Translate operational needs into IT strategy and project roadmaps, ensuring alignment with corporate objectives.
• Facilitate effective two-way communication between Operations and IT teams to manage priorities, expectations, and value delivery.
• Maintain market benchmarking operations technology capabilities cost and value to inform strategic decisions and identify modernization opportunities.

Operations Technology Roadmap Definition & Enablement:

• In partnership with the Subsidiary Operations functional leadership teams and the One IT Delivery and Infrastructure leadership, develop and oversee the full lifecycle roadmap of operations technologies, including deployment, upgrades, optimization, and deprecation planning. Activities include:
  
  
  
  • Leading the deployment, support, and optimization of SAP modules (PP, MM, IM/EWM, QM, SD, IBP) to drive supply chain and manufacturing efficiency.
  • Overseeing the integration and management of connection points between SAP modules and Manufacturing Execution Systems (MES).
  • Partnering with digital operations process engineers and manufacturing leaders to drive Industry 4.0 and IoT initiatives.
  
  
  
  

Operational Excellence & Digital Transformation Leadership

• Partner with Operations leadership across North American subsidiaries to define the transformation roadmap and lead initiatives that promote adoption of digital manufacturing and supply chain solutions (e.g., automation, real-time analytics, digital quality management).
• Define and track KPIs for cost-value realization across operations technology initiatives, such as process efficiency, user adoption, and ROI.
• Monitor Total Cost of Ownership (TCO) and report value metrics to stakeholders to support prioritization and investment decisions.
• Oversee the intake, prioritization, and delivery of service requests and minor enhancements, ensuring alignment with business objectives and IT capacity.
• Facilitate functional committees to evaluate, score, and prioritize technology and process improvement demands, supporting transparent governance and effective decision-making.
• Manage the end-to-end delivery of key strategic technology initiatives, including project planning, execution, risk management, and stakeholder communication.
• Drive continuous improvement in operational processes by leveraging technology to optimize efficiency, reduce costs, and enhance service levels.

• In partnership with the Subsidiary Operations functional leadership teams and the One IT Delivery and Infrastructure leadership, identify, assess, and document operational, financial, and compliance risks associated with technology solutions and business process changes.
• Collaborate with functional committees and business stakeholders to proactively address risks in demand intake, project prioritization, and portfolio management.
• Ensure that risk mitigation strategies and internal controls are embedded in technology project plans, service delivery processes, and change management activities.
• Support compliance with internal policies (e.g., Lindt Finance Manual, LICs) and external regulations by integrating risk and control requirements into IT and business processes.
• Facilitate regular risk reviews and contribute to continuous improvement of risk management practices across IT and business functions.
• Represent the business in IT system changes, ensuring that change management activities-including stakeholder engagement, communication, and training-are effectively planned and executed to minimize risk and maximize adoption.
  
  

Leadership & Stakeholder Engagement

• Lead, coach, and develop a high-performing IT business engagement team, fostering a culture of continuous learning, accountability, and collaboration.
• Set clear goals and expectations, conduct regular one-on-ones and performance reviews, and create individualized development plans to support team growth and career progression.
• Provide mentorship and subject-matter leadership in core enterprise technologies (e.g., SAP, MES, digital operations), encouraging knowledge sharing and technical excellence.
• Promote open communication, psychological safety, and a feedback-rich environment to drive engagement, innovation, and trust within the team.
• Manage cross-functional stakeholder relationships across Operations, Finance, Quality, and Commercial teams, ensuring IT initiatives are aligned with business priorities and deliver measurable value.
• Partner with external vendors, integrators, and technology providers to evaluate, select, and implement innovative solutions that support business objectives.
• Empower team members to take ownership of their work, contribute to shared goals, and step into informal leadership roles as opportunities arise.

Basic Qualifications

Education & Experience

• Bachelor's degree in information technology, Computer Science, Engineering, Supply Chain, or related field (MBA preferred).
• 8+ years of progressive IT leadership/partnership experience in manufacturing or consumer goods, preferably food/chocolate or process manufacturing.
• Strong experience with SAP ERP (S/4HANA preferred) across operations modules.
• Hands-on experience with MES solutions and integration into ERP.
• Exposure to Industry 4.0 technologies (IoT, smart sensors, robotics, AI/ML, digital twins) in a manufacturing context.

Skills & Competencies

• Excellent business acumen with the ability to connect IT strategy to operations KPIs (OEE, yield, throughput, customer fill rate, etc.).
• Strong project management and vendor management skills.
• Knowledge of regulatory and quality standards in food manufacturing.
• Exceptional communication, collaboration, and leadership skills.

Success Metrics

• Business value delivered (ROI, cost savings, process improvements)
• Stakeholder satisfaction (measured by CSAT scores and feedback)
• Team development and engagement (staff retention, skill growth, engagement survey results)
• Service delivery and project execution (on-time, on-budget delivery, adoption rates)
• Risk and compliance management (effective risk mitigation, audit results, compliance with internal controls)

Company Description

Lindt and Sprungli (North America) Inc. is the Supply Chain and Business Shared Services Company supporting the Lindt & Sprungli family of brands (Lindt USA, Ghirardelli Chocolates and Russell Stover Chocolates), headquartered in Kansas City, MO.

Employment by Lindt & Sprungli (North America) Inc. is contingent upon I-9 Employment Eligibility Verification, passing the urinalysis drug screen, and satisfactory employment and background checks.

Lindt & Sprungli (North America) Inc. is an Equal Opportunity Employer and does not discriminate on the basis of age, race, color, national origin, sex, marital status, sexual orientation and gender identity, disability, veteran status, pregnancy, or any other status protected by law. Principals only, please.

Salary Range:

Stratham, NH: $150,000-175,000

Kansas City, MO: $145,000- 170,000

San Leandro, CA: $165,000-190,000