About this role
Job Description:
Global Service and Operational Excellence Lead (f/m/x) in Mars Global Services P&O Department Location: Warsaw/Querétaro Hybrid working * Fully virtual recruitment experience * Global Service and Operational Excellence Lead is a critical role within the MGS P&O Global organization responsible for defining and evolving the MGS P&O service strategy, operating model, performance and governance framework to ensure scalable, standardized, and high-performing service delivery across the global P&O service portfolio. The role drives service portfolio growth, integration, automation, self-service, and continuous improvement while ensuring operational excellence and an exceptional associate experience. Through leadership of the Service & Operational Excellence team and collaboration across P&O and MGS stakeholders, the role enables the successful expansion, transformation, governance, and performance of the global P&O service portfolio. What would be your key responsibilities?
Service Delivery Strategy & Operating Model
• Define and evolve the MGS P&O service strategy, operating model, and future service portfolio roadmap. • Establish service delivery, governance, and performance standards including service management, service catalog, intake, SLAs, KPIs, and documentation strategies. • Lead service portfolio intake, prioritization, and expansion and sourcing strategies, including new services, functions, geographies, acquisitions and outsourcing opportunities. • Determine how new services, functions, countries, acquisitions, and capabilities are assessed, governed, and integrated into the MGS P&O operating model. • Drive service growth, standardization, automation, outsourcing, and self-service strategies to improve efficiency, scalability, and associate experience. • Partner with Functional Teams, Associate Experience, Knowledge Management & Digital Experience, Finance, and other stakeholders to align service delivery with business, customer, and operational objectives.
Service Excellence & Performance Management
• Own the Metrics That Matter framework and overall service performance strategy across the P&O service portfolio. • Establish performance measures, service health indicators, benchmarking approaches, and continuous improvement priorities. • Monitor service performance and identify opportunities to improve service quality, operational efficiency, self-service adoption, and value realization. • Ensure services deliver defined business outcomes through effective performance management, governance, and operational oversight. • Drive P&O process simplification, automation, self-service adoption, and continuous improvement initiatives to improve efficiency, experience, and value realization. • Partner with Associate Experience, Knowledge Management & Digital Experience, GXOs, GPOs, and Operations teams to improve service effectiveness, adoption, and customer experience. Governance, Risk & Operational Excellence
• Own the overall health of the P&O service ecosystem, including service governance, compliance, controls, business continuity, vendor management, operational effectiveness, and service outcomes. • Establish and maintain governance frameworks that support compliance, risk mitigation, consistent service delivery, and operational excellence. • Lead service governance intake and prioritization processes and represent Service & Operational Excellence team in enterprise transformation and change initiatives. • Partner with MyP&O Operations, Talent Acquisition, Associate Relations, Governance & Controls, GPOs, Controllers, Digital, and other functional teams to identify risks, address gaps, improve service delivery, and resolve operational challenges. • Ensure services are designed and managed in accordance with service management best practices and operating model requirements. • Own vendor governance, sourcing strategies and operational delivery to ensure service quality, performance, compliance, and value delivery. • Own business continuity and service resilience strategies to ensure continuity of critical P&O services. • Represent Service and Operational Excellence in enterprise transformation, change, and strategic initiatives. • Lead Quality Management System for P&O scope. People Leadership
• Lead, coach, and develop the Service and Operational Excellence team, fostering a culture of accountability, innovation, continuous improvement, and service excellence. • Provide strategic direction to transformation, integration, governance, and performance improvement initiatives across the portfolio. • Build strong partnerships across P&O functions, Operations, Digital, Associate Experience, Knowledge Management, Finance, and other key stakeholders. • Represent Service and Operational Excellence in enterprise initiatives, transformation programs, and strategic planning activities impacting the P&O service portfolio objectives. • Guide the successful execution of the service strategy, operating model roadmap, and transformation portfolio to achieve business and associate outcomes. What are we looking for?
• Knowledge, skills, and capabilities typically acquired through the completion of a Bachelor’s Degree program in HR, Business Administration, complemented by substantial work experience in the knowledge field or in Project Leadership. • 10+ years of work experience, preferably in HR, Shared Services, Operations, Finance preferred. • Experienced in engaging key senior level stakeholders along with proven ability to influence and manage relationships. • Strong leader who is able to collaborate, in a matrixed environment, with multi-cultural and remote teams. Minimum 2-3 years management experience leading teams. • Data and Analytics skills with experience in data visualization tools- PowerBI, Tableau. • Brings strategic expertise and leadership on HR shared services, operations and systems. • Broad thinker who understands how the HR Operations supports the wider business agenda. • Excellent communication skills with good knowledge of written and spoken English. • Strong appreciation for Mars, Incorporated culture, principles, strategies and philosophies. • Experience or training with Workday or other HRIS systems. • Experience with Workday deployments or HR Shared Service Deployments. What can you expect from Mars?
• Contract of employment. • Attractive financial conditions with Business Bonus and Christmas Bonus. • We will also look after your safety and well-being by offering you rich benefits package including life insurance, private medical care, Employee Assistance Program fully covered by Mars. • Extra savings scheme to support you in long perspective. • Support in career building through personalized development plan. *Depending on location, benefits may be slightly different*
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