Data and Platform Services Lead

Job Description

Job Description:

Data and Platform Service Lead | hybrid | Guararema

The Data and Platform Service Lead is a critical role within the Mars global services model, ensuring robust operational coverage and responsiveness for the Americas region. The position is part of a globally distributed team, reporting directly to the Senior Data Platform Architect.
The role is embedded within a “follow the sun” service model, ensuring 24-hour coverage and responsiveness across time zones. It is also pivotal in maintaining operational standards, mitigating risks, and upholding the organization’s commitment to global service excellence.

What are we looking for?

• Experience or strong familiarity with data platform architectures, ideally Medallion architecture or similar layered data lakehouse models in cloud environments (Azure preferred)

• 3+ years of experience with IT service operations, data platform support, or analytics service management

• Experience working with ITIL-based support frameworks (L1/L2) and managing vendor/service KPIs

• Experience collaborating with offshore teams and managing cross-functional stakeholder relationships

• Strong communication and interpersonal skills, with fluency in spoken and written English, and the ability to manage expectations and coordinate diverse teams

• Excellent problem-solving and incident management capabilities

• Ability to work effectively in a “follow the sun” global service model

• Proactive mindset with a focus on continuous improvement and risk mitigation

• Experience in a leadership or team coordination role, preferably within a global or multi-regional environment

• Relevant certifications such as ITIL Foundation (L1/L2 support), PMP, or Agile certifications

What will be your key responsibilities?

• Act as one of three global escalation points, specifically covering the Americas region

• Ensure timely incident resolution and manage critical escalations to maintain service continuity

• Serve as the primary liaison between regional business users, offshore support teams, and global Data Service leads

• Manage expectations and provide clear, proactive communication to stakeholders during incidents and service requests

• Optimize service processes

• Identify and address operational risks, implementing measures to uphold service levels during peak hours or unforeseen incidents

• Contribute to global service excellence initiatives, sharing best practices and lessons learned.

What can you expect from Mars?

• As Associates, we can expect to be respected, supported, and valued as individuals, to be treated fairly and equitably.

• The opportunity to learn, develop, and take charge of your own career at Mars.

• By joining our 200 Mars Global Services Associates, the diversity of encounters will be your daily life: Digital Technologies, Finance, People & Organization, Insights, Laboratories, Commercial, the Mars Global Services Associates accompany the transformation and growth of each of our segments

• Work with great people in a fast-paced environment

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