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Senior Business Operations Director, EMEA

4 months ago

Slough Berkshire, United Kingdom Mars, Incorporated and its Affiliates Full time

The jobholder is responsible for Service Excellence for IT Operations in EMEA time zone, providing technical leadership to reduce the impact of Major Incidents and improve IT Service Delivery and excellent end-to-end customer experience.
This role is required to support the two operational hubs and be a point of contact for EMEA business segments for Major Incidents and escalations.
Essential: An 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 [articular focus on Major Incident Management.
Ensure major incidents are identified, prioritised, and managed within EMEA in line with Mars Policies and procedures.
Support the Mars follow-the-sun operating model, be part of out-of-hours IM and MIM on-call rota.
Play key customer service role covering the end-to-end customer experience in 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 region
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.
Provide communication and act on behalf of IT Operations team
Identify Automation opportunities to reduce manual efforts across IT Ops team
Contribute to the DIGITAL IT Transformation Programme to move from traditional channels (calls and emails) to digital channels (self-service, chat bot, artificial intelligence, machine learning and automation)
Leverage data to drive decisions and improve operational excellence
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
Provide Operational Excellence within Digital Technologies
Monitor service desk performance metrics and KPIs, identify trends, and implement corrective actions as needed.
ITIL Process adoption (Incident, Problem, Request, Change Management & Event Management)

An industry competitive salary and benefits package, including company bonus.
#Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, 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.