Azure Service Manager

Mars; Guararema; Hybrid; BRL 200,000 - 320,000; Full time

Benefits offered by this job

Hybrid work arrangement

Comprehensive benefits

Career progression

Five Principles culture

Job summary

Mars, a global leader in consumer products, is seeking an Azure Service Manager to act as the operational backbone of our enterprise cloud hosting ecosystem. You will bridge engineering, business units, and MSPs to ensure Azure infrastructure and database platforms run with reliability, performance, and cost efficiency.

You will own service health, governance, and disaster recovery readiness, drive CSI programs, and oversee multi-region provisioning, backup, and data protection.

Qualifications

• 5+ years in ITSM, Cloud Operations, or enterprise IT.
• Strong ITIL knowledge with incident, change, and CSI.
• Experience in hybrid-cloud environments and vendor management.
• Proficient English communication and stakeholder engagement.

Responsibilities

• Own end-to-end Azure infrastructure availability and governance.
• Define and track SLAs/SLOs, KPIs, and health scorecards.
• Lead CSI initiatives to reduce toil and improve efficiency.
• Oversee multi-region VM, database, backup, and DR readiness.

Skills

ITSM

Cloud Operations

ITIL

Vendor Mgmt

Stakeholder Mgmt

Crisis Mgmt

English Fluency

Education

ITIL Foundation

Tools

Azure

Azure SQL

Azure Monitor

Data Lake

Backup/DR

Job description

About Mars

At Mars, we create products loved by millions around the world — from M&M’s®, SNICKERS®, TWIX®, PEDIGREE®, and WHISKAS® to ROYAL CANIN®. Behind every brand is a commitment to quality, trust, and security. Driven by our Five Principles — Quality, Responsibility, Mutuality, Efficiency, and Freedom — we empower our associates to take ownership of impactful work that transforms the way we operate globally.

Role Summary

As an Azure Service Manager, you will be the operational backbone and strategic orchestrator of our enterprise cloud hosting ecosystem. In this role, you will bridge technical engineering teams, business units, and managed service partners to ensure our Microsoft Azure infrastructure and database platforms operate with uncompromised reliability, optimal performance, and cost efficiency.

You will hold end-to-end accountability for service health, operational governance, SLA/SLO performance, vendor management, disaster recovery readiness, and continuous service improvement (CSI). If you thrive at the intersection of enterprise cloud operations, ITIL governance, and cross-functional leadership, this role offers an exceptional opportunity to shape Mars’ digital journey.

Key Responsibilities

1. Service Delivery, Governance & Operational Excellence

• Service Ownership: Own end-to-end availability, reliability, and lifecycle governance for enterprise Azure infrastructure and managed database services.
• SLA & Performance Management: Define, monitor, analyze, and report on Service Level Agreements (SLAs), Service Level Objectives (SLOs), Key Performance Indicators (KPIs), and operational health scorecards.
• Continuous Service Improvement (CSI): Champion automation, process refinement, and service enhancement programs to systematically reduce toil, prevent recurring incidents, and increase operational velocity.

2. Azure Platform Operations & Technology Domains

• Oversee provisioning workflows, maintenance windows, OS patching, and lifecycle governance across multi-region VM estates.
• Evaluate workload performance, rightsizing, capacity utilization, and resource scaling.
• Validate business continuity, backup integrity, and disaster recovery (DR) failover readiness.
• Oversee high availability (Always On availability groups), failover clustering, and database disaster recovery plans.
• Collaborate with database administrators to monitor performance tuning, patch cadences, storage IOPS, and reliability metrics.
• Enforce governance, security, and access controls across Azure Blob, Azure Files, and Data Lake repositories.
• Implement and monitor backup retention, data archival, lifecycle management policies, and replication strategies (LRS, GRS, ZRS).
• Supervise managed MySQL platform health, connection pooling, high availability, and automated maintenance schedules.
• Oversee backup/restore testing, point-in-time recovery capabilities, and capacity planning.

What We Are Looking For

Required Qualifications & Experience

• Experience: 5+ years of progressive experience in IT Service Management (ITSM), Cloud Operations, or IT Infrastructure Operations within an enterprise hybrid-cloud environment.
• Cloud Platform Knowledge: Solid operational and functional understanding of core Microsoft Azure services, including Azure VMs, Azure SQL / Managed Instances, Azure Storage, PaaS databases, Azure Monitor, and Log Analytics.
• ITSM & Governance: Strong background in ITIL practices (Incident, Problem, Change, Capacity, Availability, and Continual Service Improvement). ITIL v3 or ITIL 4 Foundation certification preferred.
• Vendor & Stakeholder Management: Demonstrated experience holding third-party vendors, MSPs, and system integrators accountable to SLAs and contractual obligations.
• Crisis Management & Communication: Proven track record in orchestrating cross-functional responses during critical outages with clear, calm executive communication.
• Language Skills: Professional fluency in English (both written and verbal) with exceptional presentation and stakeholder engagement skills.

What You Can Expect from Mars

• An industry-competitive compensation and comprehensive benefits package.
• A collaborative culture driven by our Five Principles: Quality, Responsibility, Mutuality, Efficiency, and Freedom.
• Clear career progression paths within Mars Digital Technologies and global enterprise infrastructure.
• Hybrid and flexible working arrangements supporting work-life harmony.

Equal Opportunity Employer

Mars is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, 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.