Director - Process Excellence Office (IT Service Management)

ZipRecruiter; Slough; On-site; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dynamic product owner to transform service management processes. This role involves collaborating with various teams to design and implement effective strategies that enhance business resiliency and efficiency. You will leverage Lean Six Sigma methodologies to drive continuous improvement, ensuring that processes align with organizational goals. Join a purpose-driven company where your contributions will make a significant impact on customer satisfaction and operational excellence. This is an exciting opportunity to work with a diverse team and access best-in-class learning resources from day one.

Benefits

Best-in-class learning and development support

Access to in-house training programs

Industry competitive salary

Company bonus

Qualifications

• Extensive experience in ITSM, L6S, CMDB, and disaster recovery.
• Proven consulting experience in the Consumer Products Good Industry preferred.

Responsibilities

• Design and implement best-in-class service management strategy.
• Drive ITSM process adoption and measure efficiency.
• Oversee CMDB design and continuous improvement.

Skills

IT Service Management (ITSM)

Lean Six Sigma (L6S)

Configuration Management Database (CMDB)

Disaster Recovery

Business Continuity Planning (BCP)

Strategic Service Management Analytics

Education

Master’s degree in engineering or management

Job description

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 and fit-for-purpose processes, tools, framework, methodology, metrics, and governance so they can take decisive action, maximizing value and making a meaningful impact on our customers – technical debt reduction, business resiliency, driving process efficiency and effectiveness, and making easier is better.

What are we looking for?

• Master’s degree in engineering, management, and related field, or equivalent experience
• Extensive experience in ITSM, L6S, CMDB, disaster recovery, and service introduction to operations
• Demonstrated track record in understanding and shaping strategic service management analytics solutions within a business context
• Preferably proven consulting experience in the Consumer Products Good Industry

What will be your key responsibilities?

• Work in partnership with the GDO service lines (Business Delivery Services, Enterprise Delivery Services, Information Security, Segment Technology Office), external partners, and the wider organization (Enterprise and Segments) to design and implement best-in-class and fit-for-purpose service management strategy that aligns with organizational goals and strategy
• Drive the adoption of the ITSM process and measure the efficiency and effectiveness of processes
• Provide strategic recommendations based on data and insights gathered through the ITSM key performance metrics
• Oversee design, implementation, maintenance, and continuous improvement of the CMDB and ensure its alignment with business needs
• Evaluate and improve CMDB performance and maturity
• Design and implement the continuous improvement process to deliver business value (cost, quality, time) by leveraging Lean Six Sigma methodology, tools, frameworks, while providing coaching and leadership to train associates in (Green, White, and Black belt)
• Design and implement BCP and DR to drive business resiliency
• Design, implement, and govern the overall service introduction process, integrate PMX, and ensure seamless transitions of services from projects to operations – cost, quality, and time
• Publish the periodic performance metrics to the GDO stakeholders

What can you expect from Mars?

• Work with over 140,000 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

#TBDDT

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