ECS Regional Service Manager

Job Description:

The Executive Collaboration Services (ECS) Regional Service Manager is a senior, customer-facing role responsible for driving executive effectiveness through strategic digital support across all Mars segments, based in the EU. As the counterpart to the US-based ECS lead, this role will build trusted relationships with senior leadership, acting as both a consultative advisor and a digital strategist.

The ECS team is evolving beyond its legacy perception as a reactive "break-fix" support function. This role is critical in executing and advancing that transformation in the EU region, elevating ECS to be seen as a proactive, strategic partner that enables leaders to focus on what they do best. While break-fix support remains a component, the primary focus is on delivering greater value through technical consultancy, innovation, and executive engagement.

This leader will manage a small team of 2-3 ECS Leads, providing guidance, coaching, and direction to enhance the quality and impact of services provided. In collaboration with internal teams across Mars Digital Technologies, Corporate Affairs, and Office Services, this role ensures seamless service delivery and drives continuous improvement across executive-facing experiences.

What are we looking for?

• Bachelor's degree in information technology, Engineering, Communications, or related discipline OR equivalent professional experience. Master's degree or recognised certifications (ITIL Foundation, PMP, Microsoft 365) strongly preferred.
• Office-based in one of our EU or UK Digital hubs (Brussels, Paddington, or similar). Willing to travel 10-20 % across Europe, plus 1-2 global trips per year.
• 5-7 years of experience in a management or supervisory role. 5 years in customer-facing IT support or digital consultancy, including 3+ years directly supporting C-suite or senior VPs in a large, multinational environment.
• Demonstrated experience coaching or managing small technical teams and leading cross-functional project work.
• Proven ability to influence, negotiate, and communicate with senior stakeholders, adjusting approach for cultural and situational nuance.
• Fluent English (written & verbal). Proficiency in at least one additional EU language (e.g., French, German, Dutch, Spanish) is an advantage.
• Minimum 5 years providing customer-facing end-user IT support, with preference to candidates who have experience supporting executives and senior leaders in large organisations.
• Proven ability to read the room, calibrate communication style, and influence outcomes with board‑level stakeholders.
• Organizationally and cross‑culturally savvy; adept at leveraging global networks to mobilise resources and deliver complex initiatives.
• Track record of spotting white‑space opportunities and delivering innovations that boost executive productivity or reduce event risk (cite examples or metrics).
• Intermediate proficiency in supporting end-user technologies in large global organisations (OS and application support, enterprise deployment, security and identity platforms).
• Intermediate proficiency in the understanding of the design and support of audio-visual technologies utilised in corporate meeting spaces (hybrid meeting scenarios, including event-based deployments).
• Advanced proficiency with the Microsoft 365 productivity platform required (Teams, OneDrive, SharePoint, Outlook, PowerPoint, Word, Excel, Viva).
• Knowledge and experience in IT Service Management methodologies is an asset (eg. ITIL).

• Intermediate proficiency utilising Microsoft Teams (or similar) as a broadcast or advanced meeting platform is preferred.
• Experience in broadcasting, streaming, and videography is an asset.
• Experience with Adobe suite of creative applications (Photoshop, Premiere), or similar platforms is an asset.
• Experience in corporate communications, event management or related fields is an asset.

• Build strong, trust-based relationships with executive stakeholders across the Pet and Food segments, positioning ECS as a strategic partner and enabler of executive effectiveness.
• Lead the execution of the updated ECS strategy in the EU region, with a focus on elevating ECS from tactical support to high-value digital consultancy.
• Act as a key advisor on digital productivity, collaboration best practices, hybrid meetings and events, device strategy, executive digital experience, and information security.
• Identify and lead both immediate and long-term technology initiatives to enhance executive digital capability, serving as project manager for delivery and adoption.
• Champion the voice of the executive customer within Mars Digital Technologies, advocating for service delivery improvements through partnership with internal support teams.
• Collaborate closely with Corporate Affairs to support executive communications, including live broadcasts, recorded content, and leadership summits, ensuring engaging, seamless experiences.
• Lead the technical planning and delivery of high-profile events, advising on creative and technical enhancements and coordinating efforts across functions.
• Provide executive IT support as needed for high-impact or coverage-related scenarios, modelling service excellence while mentoring and developing ECS Leads.
• Contribute to the ongoing evolution of the ECS strategy by identifying regional innovation opportunities and recommending improvements that enhance service value and perception.

• 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 a company bonus.