Job Description: With a mission to deliver best-in-class Finance technology capabilities as accelerators and enablers of growth, the Mars Corporate Finance Technology (FinTech) organization plays a critical role in delivering the Enterprise Digital Transformation agenda for Mars. The Service Management & Operations team’s ambition is to be the face of operational excellence, user experience, and business alignment, driving trust and proactive services for Finance. This role focuses on ensuring that the systems supporting Finance run smoothly, are continually improved, and deliver great user experiences. You will operate at the intersection of DT, vendors, and the business, driving proactive service delivery and problem-solving for all of FinTech. You will serve as the coordinator and point of contact for service issues and escalations. This role is crucial for managing expectations with vendors and internal Digital Transformation, while maintaining a user-centric focus in all service management processes. What will be your key responsibilities? Prioritize and solve service improvements, changes, and escalations. Translate technical concepts and ITIL processes into actionable service outcomes. Track and improve service metrics. Contribute to the design and upkeep of service catalogues and knowledge bases. Support major incident and change management processes. Manage Service Readiness and Hypercare efforts. What are we looking for? Experience working within large (matrix) organizations where service delivery, which involves coordination across internal DT teams, external vendors, and business stakeholders. Demonstrates a strong focus on User Experience (UX) and possesses hands-on expertise in developing effective solutions within our self-service tools. Understanding of ITIL practices (incident, change, problem management, etc.) and ITSM Platforms such as ServiceNow. Experienced in working within scaled agile environments, including active collaboration in cross-functional teams and proficient use of agile artifacts and ceremonies. Ability to define, track and communicate service health and performance metrics to drive transparency, continuous improvement and user satisfaction. Finance System knowledge is a plus. 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.