Job Description:
Service Operations Manager | hybrid | Guararema
As the Service Operations Manager in Guararema, you will lead the Service Operations team ( Level 2 remote support) during the Americas shift. You will act as a people leader for high-performing resources and a critical crisis management team, ensuring operational excellence, continuous service improvement, and adherence to ITIL best practices.
Our operations follow a Follow-the-Sun model across our hubs in Guararema (Brazil) and India to provide 24/7 global support. Your mission is to provide day-to-day direction, foster a collaborative environment and drive user-centricity and automation across all Mars technologies and applications.
Key Responsibilities
People Leadership & Development: Lead, mentor, and develop a team of 8 to 10 resources (including 2nd level specialists and crisis management members), promoting collaboration and high performance.
Crisis & Incident Management: Lead IT crisis management and act as the escalation point for Major Incidents during the Americas shift, minimizing business impact.
Problem Management & Prevention: Oversee the root-cause analysis (Problem Management) process, implement PIRs (Post-Incident Reviews) and PCRs (Post-Crisis Reviews) to eliminate recurrences and proactively address process alerts.
Operational Excellence & KPIs: Serve as the guardian of operational metrics, ensuring the team consistently delivers and exceeds agreed-upon Service Level Agreements (SLAs) and KPIs.
Service & Process Improvement: Drive continuous improvement initiatives, streamlining standard support flows and preparing the team for new technology rollouts via the Take-on process.
User Centricity & Digital Evolution: Champion a digital mindset to promote behavioral change, shifting user habits toward self-service and automated support channels.
What are we looking for?
Proven Leadership Experience: 2nd-level people leadership experience to manage a team of 8 to 10 technical support and crisis management resources.
ITIL & Crisis Management Expertise: Strong background in IT crisis management, ITIL best practices, and structured Problem Management.
Technical Analytical Skills: Strong technical proficiency in at least one technology area is highly preferred to build logical and analytical thinking into the team's problem-solving.
Communication & Influence: Ability to navigate complex technical discussions, lead critical outages, and manage stakeholder communication during high-pressure situations.
Innovation Mindset: Passion for automation, chatbot/self-service adoption, and user-centric support models.
#TBdigital
Skills Required
- 2nd-level people leadership experience managing a technical support/crisis management team of 8 to 10
- Strong background in IT crisis management and structured Problem Management
- Knowledge and application of ITIL best practices
- Ability to lead major incident escalations and manage stakeholder communication under pressure
- Technical proficiency in at least one technology area (for analytical/problem-solving capability)
- Passion for automation, chatbot/self-service adoption, and user-centric support models
Mars Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mars and has not been reviewed or approved by Mars.
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Healthcare Strength — The benefits package is positioned as comprehensive, with broad medical coverage and additional protections like life insurance and short- and long-term disability. Mental health support is emphasized, including free mental health services and wellbeing programming under initiatives such as Mars Be Well.
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Parental & Family Support — Paid parental leave is highlighted as market-leading in the U.S., with an example of 18 weeks fully paid for both parents. Additional family-related leave types such as sick time for caregiving and bereavement leave are also described as part of the overall package.
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Retirement Support — Retirement offerings are described as strong, including 401(k) matching (with a 6% match cited) and pension plans in some cases. The broader package also references retirement savings options and contributions aligned to local market practice, supporting long-term financial security.
Mars Insights
What We Do
For more than a century, Mars, Incorporated has been driven by the belief that the world we want tomorrow starts with how we do business today. This idea is at the center of who we have always been as a global, family-owned business. Today, Mars is transforming, innovating and evolving in ways that affirm our commitment to making a positive impact on the world around us. Across our diverse and expanding portfolio of confectionery, food, and petcare products and services, we employ 133,000 dedicated Associates who are all moving in the same direction: forward. With $40 billion in annual sales, we produce some of the world’s best-loved brands including DOVE®, EXTRA®, M&M’s®, MILKY WAY®, SNICKERS®, TWIX®, ORBIT®, PEDIGREE®, ROYAL CANIN®, SKITTLES®, WHISKAS®, COCOAVIA®, and 5™; and take care of half of the world’s pets through our pet health services AniCura, Banfield Pet Hospitals™, BluePearl®, Linnaeus, Pet Partners™, and VCA™. We know we can only be truly successful if our partners and the communities in which we operate prosper as well. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire our Associates to take action every day to help create a world tomorrow in which the planet, its people and pets can thrive.
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