About this role
Job Description:
Key Responsibilities Product & Service Management
• Own the operational health, performance, and lifecycle management of applications within the assigned portfolio. • Ensure services meet agreed availability, performance, SLA, and customer satisfaction targets. • Drive continuous improvement initiatives focused on automation, simplification, stability, and operational efficiency. • Partner with business stakeholders to understand priorities, manage demand, and deliver business value. Service Delivery & Operational Excellence
• Act as the primary point of contact for operational support, escalations, service issues, and major incidents. • Lead service reviews and monitor key service metrics, including availability, performance, incident trends, and MTTR. • Establish, document, and continuously improve service management processes and operational procedures. • Coordinate major incident resolution, outage management, and recovery activities. • Ensure Service Introduction activities are completed successfully and solutions transition smoothly from project delivery into BAU support. Stakeholder & Vendor Management
• Manage relationships with Product Owners, Key Users, business leaders, and technology teams globally. • Balance stakeholder priorities and drive alignment across business and IT organizations. • Govern third-party vendors to ensure service quality, operational excellence, and delivery against agreed commitments. • Lead vendor service reviews, performance improvement initiatives, and escalation management. Application Lifecycle & Continuous Improvement
• Support application roadmap planning in partnership with Enterprise Technology and Architecture teams. • Manage application lifecycle activities, including support, enhancements, upgrades, modernization, and retirement. • Identify opportunities to improve service stability, performance, security, and customer experience. • Participate in projects impacting the application portfolio and provide operational readiness and supportability guidance. Governance, Risk & Financial Management
• Ensure compliance with security, privacy, and regulatory requirements, including applicable data protection standards. • Monitor service risks and drive mitigation plans where required. • Support financial governance activities, including budget monitoring, vendor contracts, statements of work, purchase orders, and invoice management. • Partner with Finance and Product Owners to ensure financial performance remains aligned with budget expectations. Qualifications Required
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field. • 5+ years of experience in IT Service Management, Product Management, Application Support, or related technology roles. • Experience managing global applications and working with cross-functional business and technology teams. • Experience managing third-party vendors and service providers. • Strong stakeholder management, communication, problem-solving, and influencing skills. • Proven experience in service delivery, operational support, and project environments. • Fluent English (written and verbal). Preferred
• Experience supporting eCommerce platforms or business-critical enterprise applications. • Knowledge of ITIL Service Management processes and practices. • Agile, Scrum, DevOps, PMI/PMP, or ITIL certifications. • Understanding of application security, web transaction security, and regulatory requirements. • Exposure to cloud platforms, SaaS applications, Salesforce, SAP, Dynamics NAV, HighRadius, and related enterprise technologies. • Experience within FMCG or other global consumer products organizations. Key Functional Competencies
• Product & Service Management • IT Service Management (ITIL) • Stakeholder Relationship Management • Supplier & Vendor Management • Project & Service Introduction Management • Continuous Improvement & Operational Excellence • Agile & DevOps Ways of Working • Risk, Security & Compliance Management • Financial & Portfolio Governance Mars Leadership Competencies (MLCs)
• Ensures Accountability • Plans and Aligns • Balances Stakeholders Other key Leadership Competencies
• Customer Focus • Deals with Ambiguity • Conflict Management • Problem Solving • Innovation Management • Drives Results • Managing Performance
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