Sr Manager, Digital Experience GenAI PlatformsOperations

Mars IS UK; England; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading company is seeking a Sr Manager for GenAI Platforms Operations to ensure operational excellence and compliance. This role involves managing AI platforms, driving service management, and implementing governance frameworks. The ideal candidate will bridge AI innovations with enterprise service delivery, fostering collaboration across teams to enhance digital experiences.

Benefits

Competitive salary

Bonus

Learning and development support

Qualifications

• 8+ years in enterprise technology roles, 3-5 years in platform operations.
• Hands-on experience with managing GenAI/ML platforms.

Responsibilities

• Lead operations of the Mars AI eXperiences Platform, ensuring high availability.
• Implement LLMOps practices for model deployment and performance tuning.

Skills

AI governance

Stakeholder engagement

Operational excellence

Communication

Education

Bachelor's or Master's degree in Computer Science

Tools

TensorFlow

PyTorch

Prometheus

Grafana

Job description

We are on the lookout for a dynamic Sr Manager, DX GenAI Platforms Operations to lead the operational excellence of the Mars GenAI platform within our digital experience ecosystem. This pivotal role will serve as the backbone of the Mars GenAI platform, ensuring its seamless performance, compliance, and scalability to effectively meet the diverse and evolving demands across various segments.

The Senior Manager will play a crucial role in bridging the gap between cutting-edge AI innovations and enterprise-grade service delivery. By implementing robust LLMOps practices and ensuring strict governance alignment, this leader will champion operational excellence while adhering to Mars' Responsible AI principles.

With this critical role in place, we anticipate enhanced integration of Generative AI deployments, consistent AI performance, and the unlocking of transformative AI-driven initiatives. This proactive approach will empower Mars to scale digital experiences with the trust and agility that our stakeholders expect, positioning us at the forefront of innovation in the digital landscape. Join us in shaping the future of digital experiences at Mars, where innovation meets responsibility.

What are we looking for?

• Bachelor's or Master's degree in Computer Science, Engineering, Data Science, or a related technical field
• 8+ years of experience in enterprise technology roles, with 3-5 years focused on platform operations or service management
• Hands-on experience with managing GenAI/ML platforms and LLM-based services (e.g., OpenAI, Anthropic, Azure OpenAI, HuggingFace)
• Proven track record in implementing and scaling MLOps or LLMOps practices in a production environment
• Certifications in cloud platforms (e.g., Azure, AWS, GCP) and/or ITIL Service Management preferred
• Advanced coursework or certifications in AI/ML, MLOps, or LLMOps is a strong plus
• Ongoing learning and participation in GenAI or platform operations communities is encouraged
• Strong understanding of AI governance, data privacy, and Responsible AI frameworks
• Experience with AI/ML frameworks such as TensorFlow, PyTorch, LangChain, or similar technologies
• Demonstrated ability to lead cross-functional teams and operate within complex enterprise ecosystems
• Familiarity with monitoring, observability, and platform telemetry tools (e.g., Prometheus, Grafana, Azure Monitor)
• Exceptional communication and stakeholder engagement skills to partner with business, technical, and governance teams
• Experience managing platform SLAs, incident management, and continuous improvement cycles in high-availability environments
• Ability to balance strategic thinking with hands-on execution in a fast-paced, evolving landscape
• Professional proficiency in English

What will be your key responsibilities?

In this pivotal role, you will collaborate closely with senior leaders across our organization to drive service management excellence. You will oversee the comprehensive management and operations of our GenAI platforms, ensuring scalability, value creation, and alignment with business objectives. Your key responsibilities will include:

• Platform Operations & Reliability
  • Lead the comprehensive operations of the Mars AI eXperiences (MAX) Platform, ensuring high availability, scalability, and optimal performance of GenAI services across global business units.
  • Implement strategies to enhance platform reliability and resilience, proactively addressing potential challenges.
• LLMOps Implementation
  • Develop and operationalize Large Language Model Operations (LLMOps) practices, encompassing model deployment, monitoring, versioning, rollback, and performance tuning at scale.
  • Ensure efficient management of AI models to maximize their effectiveness and business impact.
• Service Management & Support
  • Establish and manage robust service management processes, including incident management, SLAs, change management, and continuous service improvement for GenAI platforms.
  • Drive excellence in service delivery through proactive support and management strategies.
• Governance & Compliance Alignment
  • Ensure platform adherence to Responsible AI, data privacy, security, and compliance policies by collaborating with Segment, Corporate, Enterprise Architecture (EA), and the GenAI Center of Excellence (CoE).
  • Implement frameworks to uphold ethical and secure AI practices.
• Platform Roadmap Execution
  • Translate strategic priorities into scalable and secure service offerings, infrastructure improvements, and automation pipelines.
  • Drive initiatives that align with organizational goals and enhance platform capabilities.
• Cross-Segment Enablement
  • Partner with DX GenAI platform and product teams, developers, and business stakeholders to enable AI-driven solutions through reusable services, templates, SDKs, and APIs that accelerate innovation.
  • Foster collaboration to drive cross-segment AI adoption and innovation.
• Monitoring, Observability & Reporting
  • Track KPIs for platform and product utilization, model effectiveness, and business impact.
  • Implement proactive monitoring, observability, and telemetry frameworks to ensure platform health, usage tracking, cost transparency, and early issue detection.
• Operational Readiness & Change Adoption
  • Drive operational readiness for new features and AI models through runbooks, support enablement, risk assessments, and change communication.
  • Ensure smooth transitions and adoption of new technologies.
• Incident & Problem Management Leadership
  • Lead root cause analysis, post-mortems, and continuous improvement efforts for platform incidents or performance issues.
  • Implement strategies to prevent recurrence and improve platform resilience.
• AI Fluency & Evangelism
  • Promote AI fluency within the organization by sharing best practices, operational playbooks, and success stories.
  • Advocate for AI-driven transformations and educate stakeholders on AI benefits and applications.
• Stakeholder Engagement
  • Act as the primary liaison between business, DX Leadership, GenAI COE, technology, and GDO teams to align on initiatives.
  • Educate and influence senior executives on AI transformations, addressing risks, ethics, and compliance concerns.
• Collaboration with Other Tech Teams
  • Work with Enterprise Architecture, Data, Cloud, Security, and Responsible AI teams to integrate the GenAI platform into the broader ecosystem.
  • Ensure scalable infrastructure supporting AI workloads.
  • Partner with external AI providers and research institutions to incorporate cutting-edge capabilities.
• Responsible AI & Compliance
  • Champion ethical AI practices, ensuring adherence to Mars' Responsible AI framework and regulations.
  • Implement bias detection, explainability, and risk mitigation mechanisms.
  • Stay updated on global AI regulations and ensure platform compliance.
• Budget & Financial Oversight
  • Manage financial planning and budgeting for GenAI initiatives, including platform costs and vendor partnerships.
  • Optimize resources, track expenditures, and identify efficiency opportunities.

What can you expect from Mars?

• Work with diverse and talented associates, guided by the Five Principles.
• Join a purpose-driven company committed to building a better tomorrow.
• Receive best-in-class learning and development support, including access to Mars University.
• Enjoy a competitive salary and benefits package, including a bonus.

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, protected veteran status, or any other characteristic protected by law. Accommodations are available upon request during the application process. No applicant will be penalized for requesting such assistance.