IT Operations Lead EMEA

TN United Kingdom; Slough; On-site; GBP 50,000 - 80,000; Full time

Job summary

An established industry player seeks a Senior Service Delivery Lead to enhance IT Operations across EMEA. In this pivotal role, you will spearhead Major Incident Management, ensuring swift resolution and effective communication with stakeholders. Your expertise will drive customer satisfaction while leveraging cutting-edge technologies for continuous improvement. Join a diverse team committed to excellence, where your contributions will shape the future of IT service delivery. This opportunity offers a competitive salary and a supportive environment focused on personal and professional growth.

Benefits

Best-in-class learning and development support

Industry-competitive salary

Company bonus

Diverse and talented associates

Qualifications

• Proven experience in service delivery or IT operations.
• Strong understanding of Major Incident Management processes.

Responsibilities

• Ensure major incidents are managed according to policies.
• Monitor customer experience and implement improvements.
• Identify automation opportunities to enhance efficiency.

Skills

Major Incident Management

Customer Experience

Service Operations

ITIL processes

Problem-Solving

Automation

Education

Bachelor's degree in IT or related field

ITIL Certification

Tools

IT Service Management tools

Data Analytics tools

Job description

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The jobholder is responsible for Service Excellence for IT Operations in the EMEA time zone, providing technical leadership to reduce the impact of Major Incidents and improve IT Service Delivery and end-to-end customer experience.

What are we looking for?

• Essential: A senior Service Delivery or IT Operations Lead to support Mars Follow-the-sun operating model.
• Essential: An escalation point for First and Second line support across EMEA Segments with a focus on Major Incident Management.
• Insert bulleted list of 2-4 most essential requirements- can also include here 1-3 'nice-to-haves', that are identified as non-essential

What will be your key responsibilities?

• Major Incident Management: Ensure major incidents are identified, prioritized, and managed within EMEA in line with Mars policies and procedures. Ensure Major Incident Prevention actions progress and leverage Problem Management process. Stakeholder management - accountable for regular status updates to stakeholders on progress for all Major Incidents. Support the Mars follow-the-sun operating model, be part of out-of-hours IM and MIM on-call rota. Facilitate post-incident reviews (PIRs) and post-change reviews (PCRs) when needed.
• Customer Experience: Play a key customer service role covering the end-to-end customer experience in the EMEA region. Monitor customer experience with IT services in the most appropriate, consistent, and efficient way. Help ensure that IT processes, techniques, tools, ways of working, self-service, and contact solutions meet the needs of EMEA customers and segments. Monitor regional results on XLA across EMEA. Foster a collaborative environment, working closely with business users, transformational programs, Customer Experience team, Segment Digital Technologies team, Finance team, Enterprise Architect team, Operation Excellence team, Infrastructure team, and other application functional teams to streamline processes and governance. Implement strategies that enhance customer satisfaction. Provide communication and act on behalf of the IT Operations team.
• Continuous Service Improvements: Identify automation opportunities to reduce manual efforts across the IT Ops team. Contribute to the DIGITAL IT Transformation Programme to move from traditional channels (calls and emails) to digital channels (self-service, chatbot, AI, machine learning, and automation). Leverage data to drive decisions and improve operational excellence. Use Design Thinking and Problem-Solving methodologies to better understand and identify opportunities for process and procedure improvements. Ensure security compliance and data privacy for any Service Operations delivery. Use Problem Management and preventative measures to drive quality of root cause identification, remediation, and longer-term fixes.
• Service Operations: Provide operational excellence within Digital Technologies. Conduct service reviews with partners and internal teams. Monitor service desk performance metrics and KPIs, identify trends, and implement corrective actions as needed. Adopt ITIL processes (Incident, Problem, Request, Change Management & Event Management).

What can you expect from Mars?

• Work with over 130,000 diverse and talented associates, guided by the Five Principles.
• Join a purpose-driven company striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to Mars University.
• An industry-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 status, protected veteran status, or any characteristic protected by law. Assistance or accommodations during the application process are available upon request. No applicant will be penalized for requesting such assistance.