Emea Operations Director

7 days ago

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

Job Summary:

The Emea Operations Lead will be responsible for delivering 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 will support the two operational hubs and be a point of contact for EMEA business segments for Major Incidents and escalations.

Main Responsibilities:

  • 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.
  • Customer Experience:
    • Play a 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.
    • Provide communication and act on behalf of IT Operations team.
  • Continuous Service Improvements:
    • Identify automation opportunities to reduce manual efforts across IT Ops team.
    • Contribute to the DIGITAL IT Transformation Programme to move from traditional channels to digital channels.
    • 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 and remediation.
  • Service Operations:
    • 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).
    • 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.

About Mars, Incorporated and its Affiliates:

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.

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