ECb Enablement Services Manager

e Collaboration.

Key Responsibilities:

People Management & Team Development

• Provide direct people leadership to associates within the ECb Enabling Services organization, including performance management, goal setting, coaching, and career development.

• Lead and develop a distributed operational team, primarily based in Brazil, with operational alignment and collaboration with teams in India.

• Establish clear roles, responsibilities, and expectations for associates, contractors, and managed services resources.

• Build and maintain a positive and accountable team culture, focused on service ownership, collaboration, continuous improvement, and operational discipline.

• Identify skill gaps and define capability development plans, including training, cross‑skilling, and operational readiness.

• Support talent retention, engagement, and succession planning within the Enabling Services function.

• Provide ongoing guidance and direction to contractors and vendor resources, ensuring alignment with Mars values, standards, and ways of working.

Service Operations & Delivery

• Own the day‑to‑day operational delivery of all Enterprise Collaboration services, including:

  • Collaboration services (SharePoint, OneDrive, Forms, Viva)
  • File Print servers
  • Messaging services
  • Desktop (including App) services
  • Mobility services
  • Unified Communication

• Ensure services meet agreed SLA, OLA, and KPI targets, taking corrective actions when service performance deviates.

• Act as the primary operational escalation point for Enterprise Collaboration services.

• Ensure consistent execution of incidents, requests, problems, and change management processes.

• Drive standardization of operational processes, documentation, and service procedures.

Vendor & Managed Services Management

• Lead and govern the managed services operating model for ECb Enabling Services, including vendors such as TCS, Accenture and other service providers.

• Ensure vendors operate as an extension of the Enabling Services team, aligned with Mars service expectations and operational standards.

• Conduct regular vendor performance reviews, service governance meetings, and continuous improvement planning.

• Partner with other ECb areas to ensure vendor services deliver quality, value, and cost efficiency.

Service Maturity & Continuous Improvement

• Define, maintain, and evolve the service roadmap for ECb Enabling Services, focused on service maturity, operational capability, and scalability (not technology roadmap).

• Drive initiatives to improve service reliability, efficiency, and user experience.

• Support the evolution of operational tools, processes, and ways of working to increase maturity of the Enabling Services organization.

• Contribute to the long‑term development of the Enabling Services function as part of Enterprise Collaboration.

• Work closer to our main vendors such as Apple, Dell, Levo and mainly Microsoft in case of ticket escalations or support/partnership during ECS events.

Stakeholder & Cross‑Functional Collaboration

• Work closely with peers across:

  • Architecture & Innovation
  • Engineering
  • Portfolio & Demand Management
  • Governance & Finance

• Ensure alignment between people, service operations, and Enterprise Collaboration priorities.

• Represent Enabling Services in operational and cross‑team forums as required.

• Build strong partnerships with internal stakeholders and service delivery teams.

Context and Scope

• This role operates within the Enterprise Collaboration organization, with accountability for Enabling Services operations.

• The position includes direct people management responsibility and oversight of extended teams and managed services resources.

• The role balances hands‑on people leadership with service governance and operational accountability.

• Success requires the ability to lead through influence, manage a mixed workforce, and partner effectively across ECb teams.

Job Specifications / Qualifications:

Education & Professional Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience.

Knowledge / Experience

• Experience managing IT service operations or support teams in a large corporate environment.

• Demonstrated people management experience, including coaching, performance management, and team development.

• Experience working with managed services and external vendors.

• Solid understanding of IT service management practices (incident, problem, change, SLA management).

• Experience supporting digital workplace or collaboration services is preferred.

• Strong communication and stakeholder management skills.

• Ability to work effectively in a matrixed and multicultural environment.

• ITIL knowledge or certification is desirable.

Key Mars Leadership Competencies

• Drive for Results

• Planning

• Stakeholder Relationship Management

• Managing and Measuring Work

• Directing and Developing Others

• Builds Effective teams

Key Functional Competencies & Technical Skills

• People Management

• Service Management

• Vendor Management

• Process Management

• Digital Workplace / Collaboration Services (preferred)

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