Job Description:
The Senior Manager of ITSM Process Excellence will join our Operational Excellence organization in a global role that will be accountable for enhancing the co-creation of value across our ITSM practices. The primary focus of this role is to improve Process Efficiencies, within and between processes. Additionally, provide thought leadership for continual process improvement and improve the effectiveness of services, creating stable and repeatable service delivery. Thereby, creating value and improving service quality through robust in-process measurements, innovation, collaboration, and managing continual process improvements.
Reporting to the Senior Lead of Process Excellence & Continual Improvement, the ideal candidate is a pragmatic leader who will drive the evolution and execution of our ITSM strategy to ensure business alignment.
The successful candidate will need to be able to work through ambiguity and work autonomously. Stakeholder management and peer relationships will be critical skills in addition to functional expertise.
Bachelor's degree (or the equivalent of education) with extensive experience and training that provides the required knowledge, skills and abilities.
Demonstrated leadership in taking an idea to solution across people, process and technology
Proven leadership skills with a minimum of 5-7 years of experience spanning both strategic and operations roles with certification and strong discipline in continuous improvement methodologies (Lean, Six Sigma)
Proven experience leading large scale, complex process development, standardization.
ITIL4 (Managing Professional / Strategic Leader) or ITIL v3 Expert Certification preferred.
Experience with user-centric design and a minimum of 5 years using ServiceNow ITSM
Minimum of 15 years of hands-on experience with ITIL/ITSM practices, specifically in Incident, Problem, Change, and Service Request.
What will be your key responsibilities?Develop, implement and mature Process Cycle Efficiency (PCE) metrics and baselines to drive the removal of process waste through implementation of Lean Principles.
Drive the evolution and execution of our ITSM strategy to ensure alignment to business objectives.
Develop process compliance metrics to ensure adherence to process policies, handbooks & guidance's. Identify gaps and lead continuous improvement initiatives with process owners.
Provide thought leadership and enhancements of our IT Crisis Management process.
Partner with our Value Realization Office, Finance Excellence Office & our Technology Center of Excellence to identify, quantify, implement and validate innovations across the business.
Collaborate and influence process owners up through the director level to ensure there is an integrated approach to measure process efficiency and effectiveness.
Work with cross-functional teams to optimize operations and improve service quality.
Collaborate with process owners to support the ITSM Community of Practices to share insights, mentor and upskill our Mars Digital Technolgy associates.
What can you expect from Mars?Work with diverse and talented Associates, all guided by the Five Principles.
Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
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.
#TBDDT
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.