IT Services Operations

Job Description

Job Description:

The IT Services Operations plays a critical role in bridging the gap between business needs and product delivery. This position involves analyzing business processes, gathering and defining product requirements, and ensuring the successful delivery of products or services that meet strategic objectives. The IT Services Operations works closely with cross-functional teams, including product managers, developers, and stakeholders, to drive product enhancements and optimize service delivery.

Key Responsibilities:

• Requirement Gathering & Analysis:
  Collaborate with business stakeholders to collect, analyze, and document detailed product and service requirements. Translate business needs into clear, actionable specifications.

• Product Delivery Coordination:
  Support and coordinate product delivery activities, ensuring alignment with business goals, timelines, and quality standards. Facilitate communication between business units and technical teams.

• Process Improvement:
  Identify opportunities for process optimization within the delivery lifecycle. Recommend and implement improvements to enhance efficiency and effectiveness.

• Stakeholder Management:
  Act as a liaison between business units, IT, and external vendors. Manage expectations and provide regular updates on product delivery status.

• Data Analysis & Reporting:
  Utilize data analytics to monitor product performance, identify trends, and support decision-making. Prepare reports and dashboards for senior management.

• Risk & Issue Management:
  Proactively identify risks and issues related to product delivery. Develop mitigation plans and escalate as necessary.

• Documentation & Training:
  Maintain comprehensive documentation of business processes, product features, and delivery workflows. Support training initiatives for end-users and internal teams.

Required Skills & Qualifications:

• Proven experience with ITIL and in business analysis, product management, or related roles within service delivery environments.

• Strong understanding of product lifecycle management and agile delivery methodologies.

• Excellent analytical, problem-solving, and critical-thinking skills.

• Proficiency in data analysis tools (e.g., Excel, BI platforms) and ability to interpret complex datasets.

• Effective communication and interpersonal skills to engage diverse stakeholders.

• Ability to manage multiple priorities and work under tight deadlines.

• Familiarity with relevant industry standards and compliance requirements.

• Experience with project management tools and documentation software.[Insert summary of role – approximately 1 paragraph] What are we looking for? Insert a 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? [Insert list of top 4 key responsibilities for the role] What can you expect from Mars? Work with 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. A strong focus on 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.

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