Data and Platform Services Lead

rience with IT service operations, data platform support, or analytics service management

• Experience working with ITIL-based support frameworks (L1/L2) and managing vendor/service KPIs

• Experience collaborating with offshore teams and managing cross-functional stakeholder relationships

• Strong communication and interpersonal skills, with fluency in spoken and written English, and the ability to manage expectations and coordinate diverse teams

• Excellent problem-solving and incident management capabilities

• Ability to work effectively in a "follow the sun" global service model

• Proactive mindset with a focus on continuous improvement and risk mitigation

• Experience in a leadership or team coordination role, preferably within a global or multi-regional environment

• Relevant certifications such as ITIL Foundation (L1/L2 support), PMP, or Agile certifications

What will be your key responsibilities?

• Act as one of three global escalation points, specifically covering the Americas region

• Ensure timely incident resolution and manage critical escalations to maintain service continuity

• Serve as the primary liaison between regional business users, offshore support teams, and global Data Service leads

• Manage expectations and provide clear, proactive communication to stakeholders during incidents and service requests

• Optimize service processes

• Identify and address operational risks, implementing measures to uphold service levels during peak hours or unforeseen incidents

• Contribute to global service excellence initiatives, sharing best practices and lessons learned.

What can you expect from Mars?

• As Associates, we can expect to be respected, supported, and valued as individuals, to be treated fairly and equitably.

• The opportunity to learn, develop, and take charge of your own career at Mars.

• By joining our 200 Mars Global Services Associates, the diversity of encounters will be your daily life: Digital Technologies, Finance, People & Organization, Insights, Laboratories, Commercial, the Mars Global Services Associates accompany the transformation and growth of each of our segments

• Work with great people in a fast-paced environment

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