Site IT Service Account Lead

This job is with Mars, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Job Description
BACKGROUND
Mars Digital Technologies is the global division of Mars, Inc. responsible for developing, implementing, and continuously improving the IT Services that support our business processes. The Site IT Services team sits within Core Services, which strives to deliver role-model infrastructure service management.

THE JOB
This is a cross-segment role with accountability for all local site IT services across multiple sites in Poland, including factories in Sochaczew, Janaszówek and Błonie, as well as Warsaw offices: WAW and GSW. At a site level, responsibility includes maintenance & continuous improvement of the infrastructure environment, delivery of on-site user support & deployment of infrastructure projects.

Associate in this role ensures client satisfaction and loyalty by acting as a trusted partner in the delivery of Site Infrastructure Services. Contributes to the organization's success by maintaining strong client relationships, ensuring service quality, and identifying opportunities for growth and improvements. This role is essential in maintaining the balance between client expectations and the Efficiency of the IT Services.

This Job Will Give You The Opportunity To

• Drive service improvements at local, regional and global levels
• Work in a diverse cross-segment team covering 100+ sites
• Work closely with the Business Segments
• Manage a wide range of technologies
• Build skills in service management, vendor management, budget management & end-user adoption
• Develop key leadership competencies such as motivating others, customer focus, and stakeholders' management
• Interact with a wide variety of teams within Mars Digital Technologies

Key Responsibilities
Relationship Management
:

• Manage the relationship between the internal customers and the IT service teams.
• Understand Customers' needs and ensure that services are aligned with business objectives.

Issue and Escalation Management

• Manage internal Customer complaints or service issues promptly and professionally.
• Escalate critical issues to higher management or specialized teams when necessary.

Service Management to Customers

• Accountability for the delivery of IT services and ensures they meet agreed service levels (SLAs).
• Validates that Quality-of-Service Delivery meets Perception and Expectation of our internal Customers.

Service Performance Management

• Regularly reviews regular reports on service performance, metrics and KPIs.
• Manage reviews to discuss performance, issues, and potential improvements.

Project Planning

• Assesses and understands the Business Requirements for Projects.
• Plans and initiates Projects based on Customer Demands.

Continuous Improvement Of Customer Experience

• Identify and implement improvements in service delivery and IT Products to enhance internal Customer satisfaction.
• Stay updated on industry trends and best practices to offer internal Customers innovative solutions together with the Product or Service Owners.

Qualifications & Competencies
Skills required

• Excellent Customer Focus - dedicated to meeting expectations and requirements of customers. Establishes and maintains effective relationships.
• Balances Stakeholders - the ability to balance multiple stakeholders, understand their requirements, expectations and needs.
• Manages Conflict - working out tough agreements and settling disputes equitably, stepping up to conflicts seeing them as opportunities.
• Interpersonal Savvy - relating comfortably with people across levels, functions, culture and geography, building constructive relationships with people both similar and different to self.
• Organizational Savvy - having good knowledge on how people and organizations function, dealing comfortably with organizational politics.

Complementary Skills

• Manages Ambiguity - dealing comfortably with the uncertainty of change, ability to decide and act without the total picture.
• Builds Networks - building strong formal and informal networks, maintaining relationships across a variety of functions and locations.
• Situational Adaptability - understanding that different situations may call for different approaches. Being able to adapt personal, interpersonal, and leadership behavior.