2 days/week at home

Core hours 11–3

Dog friendly

Job Description

Job Description:

IT Service Management Lead - Mars Global Services - can be located in Brazil, UK or Ch

The IT Service Management Lead 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 IT Service Management Lead 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.

If you’re passionate about our brands, a great strategic thinking, deliver high quality decision and have a high drive for results, then we want to hear from you.



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