Offers “Mars”

Expires soon Mars

Service Oper

  • Internship
  • Guangzhou, CHINA
  • Sales

Job description



A mutually rewarding experience.

Work. Realize your ambitions. And realize there's more to being in business than just making a profit. That's the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet. What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

Because it's never just about a single person, a single project or a single brand. It's about how you can grab everything that's within your reach here and use it to pursue mutual, long-term gain. It's about having ideas. And ideals. Being prepared to risk failure because the promise of success means we'll all be a little better off. It's that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

About Mars, Incorporated

Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $35 billion in sales, the company is a global business that produces some of the world's best-loved brands: M&M's®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, UNCLE BEN'S®, MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, VCA® and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day.

The jobholder is responsible for leadership of Service Operations team in ISC. This area provides Level 1 (Mars Service Desk) and Level 2 (Service Resolution Center) remote support for all Mars technologies and applications:

·  Level 1 provides support through phone, instant message (Skype), e-mail, self-service portal and chat-bot channels;
·  Level 2 resolves cases that are not resolved by Level 1, manage Major Incidents, monitor and process alerts to prevent Major Incidents, prepare the team to support new technologies using the Take-on process, execute Problem Management to find root-cause and eliminate recurrences

This team uses the follow the sun mode at operational hubs in ISC (China), GUA (Brazil) and ISS (Russia) to provide coverage 24 hours, 7 days in a week.

This manager is responsible for maintaining the operations during AP time zone, providing day-to-day direction and leadership of the Service Operations team to ensure that team members contribute, collaborate and utilize their skills to provide excellent customer support and resolve problems within agreed service levels, engage the stakeholder satisfaction.

On top of operation delivery, the job holder will constantly drive and lead transformation initiatives which are in line with Service Operations AP/Global team’s strategy, for example drive operation efficiency improvement thru analytics, automation, tooling etc.

Key Responsibilities

1. People Management:

·  Provide leadership, coaching and mentoring to Service Operation team using the 5 pillars of Great Line Management (GLM) at Mars:
·  Recruit & Onboard – select team members to build effective team, prepare and trained new team members
·  Engage – create strong engagement connection with team members, using Gallup 12 Questions to drive individual and team engagement plan
·  Develop – create individual development plan to support professional growth, create a talent pipeline and success plan for critical roles
· 
·  Maximizing Performance – manage and measuring work, provide performance feedback, maximizing results individually and as a team
·  In a Mars way – use the Mars signature process, living the Mas Five Principles

2. Service and Functional Delivery:

·  Be the guardian of Operational Excellence within Digital Technologies
·  Implement the DIGITAL IT Transformation from having demands using traditional channels (calls and emails) to digital one (chat bot, artificial intelligence, machine learning and automation)
·  Guarantee Key Performance Indicators (KPI) agreed globally and with stakeholders are delivery on the green range:
·  Incident and Request Service Level Agreement >90%
·  Customer Satisfaction >4
·  ITIL Process adherence (Incident, Problem, Request & Event Management)
·  Guarantee staff available and equipped to run the operations during AM shift, including weekend coverage (team and Duty Manager)
·  Guarantee Major Incident Management process is fully in place and with adherence in all phases: engagement, end to end communication and resolution
·  Work on Major Incident Prevention actions with monitoring and predictive mind-set
·  As Global Organization, keep all regional processes aligned globally to provide similar experience to all customers globally
·  Assign a team member to prepare the support for new technologies or acquisitions (Take-on process)
·  Use data analytics to drive decisions and improve operational excellence
·  Use Design Thinking and Problem-Solving methodologies to better understand and identify opportunities for improvement of processes and procedures and initiate Continuous Process Improvement Initiatives
·  Manage operational budget according to Mars Financial, managing plan and actual results, explain the variance
·  Work on regional/global projects according the demand as leader and/or team member
·  Have strong partnership and collaboration with Core Services areas that work directly with IT Operations and Digital Technologies, mainly with Customer Experience that delivers Automation and Self-Service strategy within IT Operations
·  Provide communication and talk on behalf of Service Operations team
·  Manage internal escalations from internal customers
·  Lead periodic benchmark with industry and internally to guarantee the best in class Operations is implemented

Context and Scope

SCOPE – Jobholder leads Service Operations team in AP region. The scope covers infrastructure and application services, incidents and requests, all demand produced by IT customers

LEADERSHIP & COMMUNICATION – Jobholder reports to the IT Operations Senior Manager (P2) within IT Operations organization, he/she has 2 local peers, sharing the team responsibilities and deliverables for AP region. The same structured is built in each regions based (Russia and Basil) to compose Service Operations team globally.

He/she interacts with stakeholders from different areas (technical and high-level management locally and globally), sporadic communication Commercial and Vendors may be required.

Qualifications

·  Graduation degree (Math, Statistics or Computer Science is desirable)
·  ITIL Certification or demonstrated thorough understanding of ITIL
·  Formal industry qualification or relevant proven experiences in the area of speciality
·  2 years of leadership experience (People or Technical leadership, Coordination)
·  Experience of ITSM tool (e.g.: Service Now)
·  Have worked in a global and multi-cultural environment
·  Knowledge of Data Analytics, use Business Intelligence tools
·  Knowledge of Agile mind-set

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. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

Job Segment: Computer Science, Service Desk, Business Intelligence, Business Process, Customer Service, Technology, Management

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