Service Management Sr Lead

**Service Management SR Lead - Mars Global Services - Guararema/SP**
The jobholder will ensure the implementation, execution and continuous improvement of IT Service Management processes and KPIs within Enterprise Delivery and Operations, in line and compliance with the internal IT governance framework, in order to assure the delivery of infrastructure & operation services that support the internal customer needs and requirements.
The role ensures that maximum value is attained from the Mars suite of services by ensuring an efficient and effective service management process is maintained, by extending the coverage and by deploying industry best practices (where applicable).
He/she has a key role for the management of the vendors that deliver technologies and/or services that enable and maintain the Enterprise Delivery and Operations operation optimally tuned and available for the business community.
**What are we looking for?**
- Strong analytical, interpersonal and organizational skills, including good conflict management and an ability to work well with people from different countries and cultures
- Sound proven experience of issue and problem management capabilities, with ability to interact proactively and influence others within a multicultural and global environment
- Proficiency in service level management and reporting
- Demonstrable understanding off business process and change management.
- Demonstrated highly effective interpersonal and communication skills, including working with both information technology professionals and business customers, strong written and verbal skills.
**What will be your key responsibilities?**
**Service Delivery Management**: lead the appropriate implementation, execution, continuous improvement, and service management of ITSM processes within Enterprise Delivery and Operations (EDO) area, according to internal IT Operation Model (ITOM), in order to enable and sustain operational excellence and service delivery, in a pragmatic and efficient way.
- Report on the performance of key support operational processes through agreed OLAs (incident, problem, change and configuration management) for the Services
- Identify process gaps and failures then drive continuous improvement including alerting and monitoring
- Support the necessary Commercial vendor reviews by consolidating requirements, potential improvement and issue information
- Be the SPOC between our partners to all of the towers (EC, Platform, ITOps, etc.)
- Tailor the message/information to our customers based on the relevant information that they need (KPIs, SLA, etc.)
**Service Catalog**:Create, maintain and publish a Service Catalog with all services performed by EDO area covering all Teams: EC, Database, Platform, Network and ITOps
- Help to develop the service definitions and represent key inputs in subsequent versions (description, scope, tiers, levels, cost structure, chargeback principles, usage metrics, actionable cost savings activities)
- Assist in the Benchmark of costs against current industry standards, assess areas of improvements and drive relevant subsequent actions to maintain cost competitiveness
**Service Level Management** - Measure and monitor the services provided by each one of the EDO teams (EC, Database, Platform, Network and ITOps), report their service delivery levels and KPIs to respective Stakeholders, coordinate and ensure the elaboration and execution of service improvement plans.
**Vendor management**:Ensure an appropriate service delivery from EDO vendors, by building and maintaining a good relationship with them based on mutuality principle. Monitor and review the vendor performance on a regular basis. Define/Standardize the EDO requirements for vendor improvements, in a coordinated way with the EDO Directors, SR Managers and/or Technical leads. Support the DT Commercial team vendor review process by providing inputs and needs from EDO perspective **Program/Project Management**:
- Help to Review current / future projects impacting the service delivery to assess impact, mitigate risks and maximize benefits.
**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.
LI-MR1

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