Job Description

Service Operations Manager | hybrid | Guararema

As the Service Operations Manager in Guararema, you will lead the Service Operations team ( Level 2 remote support) during the Americas shift. You will act as a people leader for high-performing resources and a critical crisis management team, ensuring operational excellence, continuous service improvement, and adherence to ITIL best practices.

Our operations follow a Follow-the-Sun model across our hubs in Guararema (Brazil) and India to provide 24/7 global support. Your mission is to provide day-to-day direction, foster a collaborative environment and drive user-centricity and automation across all Mars technologies and applications.

Key Responsibilities

• People Leadership & Development: Lead, mentor, and develop a team of 8 to 10 resources (including 2nd level specialists and crisis management members), promoting collaboration and high performance.

• Crisis & Incident Management: Lead IT crisis management and act as the escalation point for Major Incidents during the Americas shift, minimizing business impact.

• Problem Management & Prevention: Oversee the root-cause analysis (Problem Management) process, implement PIRs (Post-Incident Reviews) and PCRs (Post-Crisis Reviews) to eliminate recurrences and proactively address process alerts.

• Operational Excellence & KPIs: Serve as the guardian of operational metrics, ensuring the team consistently delivers and exceeds agreed-upon Service Level Agreements (SLAs) and KPIs.

• Service & Process Improvement: Drive continuous improvement initiatives, streamlining standard support flows and preparing the team for new technology rollouts via the Take-on process.

• User Centricity & Digital Evolution: Champion a digital mindset to promote behavioral change, shifting user habits toward self-service and automated support channels.

What are we looking for?

• Proven Leadership Experience: 2nd-level people leadership experience to manage a team of 8 to 10 technical support and crisis management resources.

• ITIL & Crisis Management Expertise: Strong background in IT crisis management, ITIL best practices, and structured Problem Management.

• Technical Analytical Skills: Strong technical proficiency in at least one technology area is highly preferred to build logical and analytical thinking into the team's problem-solving.

• Communication & Influence: Ability to navigate complex technical discussions, lead critical outages, and manage stakeholder communication during high-pressure situations.

• Innovation Mindset: Passion for automation, chatbot/self-service adoption, and user-centric support models.

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