Key Responsibilities

Product & Service Management

• Own the operational health, performance, and lifecycle management of applications within the assigned portfolio.
• Ensure services meet agreed availability, performance, SLA, and customer satisfaction targets.
• Drive continuous improvement initiatives focused on automation, simplification, stability, and operational efficiency.
• Partner with business stakeholders to understand priorities, manage demand, and deliver business value.

Service Delivery & Operational Excellence

• Act as the primary point of contact for operational support, escalations, service issues, and major incidents.
• Lead service reviews and monitor key service metrics, including availability, performance, incident trends, and MTTR.
• Establish, document, and continuously improve service management processes and operational procedures.
• Coordinate major incident resolution, outage management, and recovery activities.
• Ensure Service Introduction activities are completed successfully and solutions transition smoothly from project delivery into BAU support.

Stakeholder & Vendor Management

• Manage relationships with Product Owners, Key Users, business leaders, and technology teams globally.
• Balance stakeholder priorities and drive alignment across business and IT organizations.
• Govern third-party vendors to ensure service quality, operational excellence, and delivery against agreed commitments.
• Lead vendor service reviews, performance improvement initiatives, and escalation management.

Application Lifecycle & Continuous Improvement

• Support application roadmap planning in partnership with Enterprise Technology and Architecture teams.
• Manage application lifecycle activities, including support, enhancements, upgrades, modernization, and retirement.
• Identify opportunities to improve service stability, performance, security, and customer experience.
• Participate in projects impacting the application portfolio and provide operational readiness and supportability guidance.

Governance, Risk & Financial Management

• Ensure compliance with security, privacy, and regulatory requirements, including applicable data protection standards.
• Monitor service risks and drive mitigation plans where required.
• Support financial governance activities, including budget monitoring, vendor contracts, statements of work, purchase orders, and invoice management.
• Partner with Finance and Product Owners to ensure financial performance remains aligned with budget expectations.

Qualifications

Required

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.
• 5+ years of experience in IT Service Management, Product Management, Application Support, or related technology roles.
• Experience managing global applications and working with cross-functional business and technology teams.
• Experience managing third-party vendors and service providers.
• Strong stakeholder management, communication, problem-solving, and influencing skills.
• Proven experience in service delivery, operational support, and project environments.
• Fluent English (written and verbal).

Preferred

• Experience supporting eCommerce platforms or business-critical enterprise applications.
• Knowledge of ITIL Service Management processes and practices.
• Agile, Scrum, DevOps, PMI/PMP, or ITIL certifications.
• Understanding of application security, web transaction security, and regulatory requirements.
• Exposure to cloud platforms, SaaS applications, Salesforce, SAP, Dynamics NAV, HighRadius, and related enterprise technologies.
• Experience within FMCG or other global consumer products organizations.

Key Functional Competencies

• Product & Service Management
• IT Service Management (ITIL)
• Stakeholder Relationship Management
• Supplier & Vendor Management
• Project & Service Introduction Management
• Continuous Improvement & Operational Excellence
• Agile & DevOps Ways of Working
• Risk, Security & Compliance Management
• Financial & Portfolio Governance

Mars Leadership Competencies (MLCs)

• Ensures Accountability
• Plans and Aligns
• Balances Stakeholders

Other key Leadership Competencies

• Customer Focus
• Deals with Ambiguity
• Conflict Management
• Problem Solving
• Innovation Management
• Drives Results
• Managing Performance

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