Director - Process Excellence Office (IT Service Management)

Mars, Incorporated and its Affiliates; Slough; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Product Owner to revolutionize Service Management processes. In this role, you'll empower associates with the right tools and methodologies to maximize value and enhance business resiliency. You'll collaborate with diverse teams to design best-in-class strategies, drive ITSM adoption, and implement continuous improvement processes using Lean Six Sigma. This is an exciting opportunity to make a meaningful impact on customer satisfaction while working in a purpose-driven environment that values learning and development from day one. Join a company committed to building a better future today!

Benefits

Competitive salary

Company bonus

Access to Mars University

Diverse and talented associates

Qualifications

• Extensive experience in ITSM, Lean Six Sigma, and CMDB.
• Proven track record in Service Management analytics solutions.

Responsibilities

• Collaborate with various teams to design and implement Service Management strategies.
• Drive adoption of ITSM processes and measure efficiency.
• Oversee CMDB design and continuous improvement.

Skills

IT Service Management (ITSM)

Lean Six Sigma

CMDB Management

Disaster Recovery Planning

Business Continuity Planning

Strategic Analytics

Education

Master’s degree in Engineering

Master’s degree in Management

Equivalent Experience

Job description

Job Description:

In this dynamic product owner role, you'll have the opportunity to revolutionize and institutionalize how we design and implement Service Management processes, CMDB, Service Introduction, Lean Six Sigma, Business Continuity, and Disaster Recovery processes. Empower our associates with the right tools, frameworks, methodologies, metrics, and governance so they can take decisive action, maximize value, and make a meaningful impact on our customers – focusing on technical debt reduction, business resiliency, process efficiency, and effectiveness.

What are we looking for?

• Master’s degree in engineering, management, or related field preferred, or equivalent experience.

• Extensive experience in ITSM, Lean Six Sigma, CMDB, Disaster Recovery, and Service Introduction to Operations.

• Proven track record in understanding and shaping strategic Service Management analytics solutions within a business context.

• Preferably, consulting experience in the Consumer Packaged Goods Industry.

What will be your key responsibilities?

• Collaborate with GDO Service lines (Business Delivery Services, Enterprise Delivery Services, Information Security, Segment Technology Office), external partners, and the wider organization to design and implement best-in-class Service Management strategies aligned with organizational goals.

• Drive adoption of ITSM processes and measure their efficiency and effectiveness.

• Provide strategic recommendations based on data and insights from ITSM performance metrics.

• Oversee the design, implementation, maintenance, and continuous improvement of the CMDB, ensuring alignment with business needs.

• Evaluate and enhance CMDB performance and maturity.

• Design and implement continuous improvement processes to deliver business value (cost, quality, time) using Lean Six Sigma methodologies, tools, and frameworks, while coaching associates in Green, White, and Black Belt methodologies.

• Design and implement Business Continuity Planning (BCP) and Disaster Recovery (DR) strategies to enhance business resiliency.

• Design, implement, and govern the overall Service Introduction process, integrating Project Management practices and ensuring seamless transitions from projects to operations—focusing on cost, quality, and time.

• Publish periodic performance metrics to GDO stakeholders.

What can you expect from Mars?

• Work with over 140,000 diverse and talented associates, guided by the Five Principles.

• Join a purpose-driven company committed to building the future today.

• Access top-tier learning and development resources from day one, including Mars University.

• Enjoy a competitive salary and benefits package, including a company bonus.

#TBDDT

Mars is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Assistance or accommodations are available upon request during the application process for applicants with disabilities. No applicant will be penalized for requesting such assistance.