IT Service Management Lead

Job Description

Job Description:

The Global Service Management is accountable for ensuring that Service Management processes are effective and efficient. This is a key role, responsible for continually improving the design, compliance, effectiveness & efficiency of these critical processes and its results across Mars Inc. Leading continual improvement to the Service Management processes through robust problem-solving tools such as Lean Six Sigma to drive Operational Excellence.

Although the role will span numerous ITIL processes, the primary focus will be Incident Management (including major incident). Incident Management is the process by which all customer service issues are resolved, be they at individual or enterprise level. The Service Management Senior Analyst is a change agent across the GDO (Global Digital Operations) and wider MGS (Mars Global Services) organisation, leading incident management improvements for process, vendors, people, and tools in all areas of customer experience and satisfaction, as well as speed and efficiency of resolution including new technologies such as AI and automation.

Consistently driving operational excellence through effective governance, managing stakeholders both laterally throughout the organisation and vendors up to Senior Director level, assuring excellent customer satisfaction via customer surveys, identifying effective methods to avoid incidents.

What are we looking for?

• Extensive experience of ITIL Service Management, especially process governance / design / implementation / effectiveness and efficiency

• Nice to have Lean Six Sigma knowledge. ideally up to Green Belt, but keen to be trained if not

What will be your key responsibilities?

• Lead varying Service Management processes/workflows at a GDO governance level both internally and across multiple suppliers

• Facilitate process design policies , drive efficiency

• Meet and exceed all Critical Success Factors/ SLAs across a varying group of Service Operations processes

• Apply Lean Six Sigma in a continual improvement environment

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.