IT Service Operations Manager

Job Description:

The IT Service Operations Manager provides functional and technical expertise on the TPM area in charge of design, development, deployment, further evolution and support of Global Applications products to business users, including ITIL Service Delivery process, Deliver Continuous Improvement, Deployment project roles and Service Introduction project roles. This position will always search for better and quicker delivery value back to our customers, based on Agile and DevOps ways of working and mindsets.

This role will be part of the Global BDS team based in Guararema.

What are we looking for?

• Agile and DevOps mindset
• ITIL certification
• Experience with IT Service Management
• Good communication skills and experience working in a multi-cultural environment
• Nice to have: experience with TPM and TPM tools such as Compass, Salesforce TPM, Visual Fabriq

What will be your key responsibilities?

• Manage the demand with the business (CIPs, projects, major incidents, special requests), including addressing escalation of incidents/requests/problems/demands from business
• Involvement on transformational programs/projects to provide functional and technical
  
  expertise, collaborating with since the design until go live of products, including Service Introduction role when needed
• Service management of 3rd Party vendors based on role model operational excellence, with overall accountability on the metrics for service (SLAs. Availability, performance, etc)
• Development management with 3rd Party vendors based on role model development excellence, with overall accountability on metrics for development
• Engage in strong collaboration with business to translate business functional requirements into actual practical and working IT solution specifications and assuring high level of satisfaction from
  
  customers
• Manage and execute technical design, development and configuration activities for products and services on TPM area
• Identify and develop automation opportunities across the business processes and internal processes
• Identify, propose and develop improvements for product and services as part of Problem Management process
• Document solutions developed according to the defined rules in place, to assure global supportability
• Participate and collaborate on a Community of Practices related to his/her functional and technical areas
• Assist with change management activities, including releases and production slots

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

Client-provided location(s): Guararema, Brazil

Job ID: Mars-R140556

Employment Type: FULL_TIME

Posted: 2025-10-29T20:12:50