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 ManagementIT Service Management (ITIL)Stakeholder Relationship ManagementSupplier & Vendor ManagementProject & Service Introduction ManagementContinuous Improvement & Operational ExcellenceAgile & DevOps Ways of WorkingRisk, Security & Compliance ManagementFinancial & Portfolio Governance Mars Leadership Competencies (MLCs)
Ensures AccountabilityPlans and AlignsBalances Stakeholders Other key Leadership Competencies
Customer FocusDeals with AmbiguityConflict ManagementProblem SolvingInnovation ManagementDrives ResultsManaging Performance #TBdigital