2 days/week at home

Core hours 11–3

Dog friendly

Job Description

Job Description:

The jobholder is responsible for Service Excellence for IT Operations in EMEA time zone, providing technical leadership to reduce the impact of Major Incidents and improve IT Service Delivery and excellent end-to-end customer experience.

This role is required to support the two operational hubs and be a point of contact for EMEA business segments for Major Incidents and escalations.

What are we looking for?

  • Essential: An senior Service Delivery or IT Operations Lead to support Mars Follow-the-sun operating model.
  • Essential: An escalation point for First and Second line support across EMEA Segments with a [articular focus on Major Incident Management.
  • Essential:
  • Essential: excellent stakeholder management skills
  • Insert bulleted list of 2-4 most essential requirements- can also include here 1-3 'nice-to-haves', that are identified as non-essential

What will be your key responsibilities?

  • Major Incident Management:
    • Ensure major incidents are identified, prioritised, and managed within EMEA in line with Mars Policies and procedures.
    • Ensure Major Incident Prevention actions progress and leverage Problem Management process
    • Stakeholder management - Accountable for regular status updates to stakeholders on progress for all Major Incidents.
    • Support the Mars follow-the-sun operating model, be part of out-of-hours IM and MIM on-call rota.
    • Facilitate post incident reviews (PIRs) and post change reviews (PCRs) when needed
  • Customer Experience:
    • Play key customer service role covering the end-to-end customer experience in EMEA region
    • Monitor Customer experience with IT services in the most appropriate, consistent and efficient way
    • Help ensure that IT processes, techniques, tools, ways of working, self-service and contact solutions meet the needs of EMEA Customers and Segments
    • Monitor regional results on XLA across EMEA region
    • Foster a collaborative environment, working closely with business users, Transformational programs, Customer Experience team, Segment Digital Technologies team, Finance team, Enterprise Architect team, Operation Excellence team, Infrastructure team and other application functional teams to streamline processes and governance.
    • to implement strategies that enhance customer satisfaction
    • Provide communication and act on behalf of IT Operations team
  • Continuous Service Improvements:
    • Identify Automation opportunities to reduce manual efforts across IT Ops team
    • Contribute to the DIGITAL IT Transformation Programme to move from traditional channels (calls and emails) to digital channels (self-service, chat bot, artificial intelligence, machine learning and automation)
    • Leverage data to drive decisions and improve operational excellence
    • Use Design Thinking and Problem-Solving methodologies to better understand and identify opportunities for improvement of processes and procedures
    • Ensure Security compliance and Data Privacy for any Service Operations delivery
    • Use Problem Management and preventative measures to drive quality of root cause identification, remediation and longer-term fixes
  • Service Operations:
    • Provide Operational Excellence within Digital Technologies
    • Conduct Service Reviews with partners and Internal teams
    • Monitor service desk performance metrics and KPIs, identify trends, and implement corrective actions as needed.
    • ITIL Process adoption (Incident, Problem, Request, Change Management & Event Management)

What can you expect from Mars?

  • Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
  • Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
  • Best-in-class learning and development support from day one, including access to our in-house Mars University.
  • An industry competitive salary and benefits package, including company bonus.


Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

Company benefits

Open to part-time employees
Open to job sharing
Open to compressed hours
Enhanced maternity leave – 26 weeks at 90% pay
Enhanced paternity leave – 26 weeks at 90% pay
24 days annual leave + bank holidays
“Pawternity” leave
Pregnancy loss leave
Bank holiday swaps
Employees are very happy with their working location freedom
Employees are very happy with the flexibility in the hours they work
Employees are very happy with the benefits their company offers
Work-life balance
Employees feel that they can switch off quite easily from work
Role modelling
Employees feel that flexible working is part of the culture
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Employees feel that the diversity is good and there are continued efforts to improve it
Employees feel that the culture supports equity and inclusivity well
Employees feel like it is a really great environment to work in
Employees feel very excited about and aligned with the company mission
Employees feel that their salary is good and matches the value they bring

Working at Mars UK

Company employees

4,000 In the UK

Gender diversity (male:female)


Office locations

London, Slough, Waltham, Castle Cary, Birstall, Plymouth

Hiring Countries




United Kingdom

United States

Awards & Achievements

1st – Large companies

1st – Large companies

Flexa100 2024
Consumer Goods

Consumer Goods

Industry awards 2023
3rd – Large companies

3rd – Large companies

Flexa100 2023
Retail & Ecommerce

Retail & Ecommerce

Industry awards 2022

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