Global Service and Operational Excellence Lead (f/m/x)

Global Service and Operational Excellence Lead (f/m/x)

in Mars Global Services

P&O Department

Location: Warsaw/Querétaro

Hybrid working

* Fully virtual recruitment experience *

Global Service and Operational Excellence Lead is a critical role within the MGS P&O Global organization responsible for defining and evolving the MGS P&O service strategy, operating model, performance and governance framework to ensure scalable, standardized, and high-performing service delivery across the global P&O service portfolio. The role drives service portfolio growth, integration, automation, self-service, and continuous improvement while ensuring operational excellence and an exceptional associate experience. Through leadership of the Service & Operational Excellence team and collaboration across P&O and MGS stakeholders, the role enables the successful expansion, transformation, governance, and performance of the global P&O service portfolio.

What would be your key responsibilities?

Service Delivery Strategy & Operating Model

• Define and evolve the MGS P&O service strategy, operating model, and future service portfolio roadmap.
• Establish service delivery, governance, and performance standards including service management, service catalog, intake, SLAs, KPIs, and documentation strategies.
• Lead service portfolio intake, prioritization, and expansion and sourcing strategies, including new services, functions, geographies, acquisitions and outsourcing opportunities.
• Determine how new services, functions, countries, acquisitions, and capabilities are assessed, governed, and integrated into the MGS P&O operating model.
• Drive service growth, standardization, automation, outsourcing, and self-service strategies to improve efficiency, scalability, and associate experience.
• Partner with Functional Teams, Associate Experience, Knowledge Management & Digital Experience, Finance, and other stakeholders to align service delivery with business, customer, and operational objectives.

Service Excellence & Performance Management

• Own the Metrics That Matter framework and overall service performance strategy across the P&O service portfolio.
• Establish performance measures, service health indicators, benchmarking approaches, and continuous improvement priorities.
• Monitor service performance and identify opportunities to improve service quality, operational efficiency, self-service adoption, and value realization.
• Ensure services deliver defined business outcomes through effective performance management, governance, and operational oversight.
• Drive P&O process simplification, automation, self-service adoption, and continuous improvement initiatives to improve efficiency, experience, and value realization.
• Partner with Associate Experience, Knowledge Management & Digital Experience, GXOs, GPOs, and Operations teams to improve service effectiveness, adoption, and customer experience.

Governance, Risk & Operational Excellence

• Own the overall health of the P&O service ecosystem, including service governance, compliance, controls, business continuity, vendor management, operational effectiveness, and service outcomes.
• Establish and maintain governance frameworks that support compliance, risk mitigation, consistent service delivery, and operational excellence.
• Lead service governance intake and prioritization processes and represent Service & Operational Excellence team in enterprise transformation and change initiatives.
• Partner with MyP&O Operations, Talent Acquisition, Associate Relations, Governance & Controls, GPOs, Controllers, Digital, and other functional teams to identify risks, address gaps, improve service delivery, and resolve operational challenges.
• Ensure services are designed and managed in accordance with service management best practices and operating model requirements.
• Own vendor governance, sourcing strategies and operational delivery to ensure service quality, performance, compliance, and value delivery.
• Own business continuity and service resilience strategies to ensure continuity of critical P&O services.
• Represent Service and Operational Excellence in enterprise transformation, change, and strategic initiatives.
• Lead Quality Management System for P&O scope.

People Leadership

• Lead, coach, and develop the Service and Operational Excellence team, fostering a culture of accountability, innovation, continuous improvement, and service excellence.
• Provide strategic direction to transformation, integration, governance, and performance improvement initiatives across the portfolio.
• Build strong partnerships across P&O functions, Operations, Digital, Associate Experience, Knowledge Management, Finance, and other key stakeholders.
• Represent Service and Operational Excellence in enterprise initiatives, transformation programs, and strategic planning activities impacting the P&O service portfolio objectives.
• Guide the successful execution of the service strategy, operating model roadmap, and transformation portfolio to achieve business and associate outcomes.

What are we looking for?

• Knowledge, skills, and capabilities typically acquired through the completion of a Bachelor’s Degree program in HR, Business Administration, complemented by substantial work experience in the knowledge field or in Project Leadership.
• 10+ years of work experience, preferably in HR, Shared Services, Operations, Finance preferred.
• Experienced in engaging key senior level stakeholders along with proven ability to influence and manage relationships.
• Strong leader who is able to collaborate, in a matrixed environment, with multi-cultural and remote teams. Minimum 2-3 years management experience leading teams.
• Data and Analytics skills with experience in data visualization tools- PowerBI, Tableau.
• Brings strategic expertise and leadership on HR shared services, operations and systems.
• Broad thinker who understands how the HR Operations supports the wider business agenda.
• Excellent communication skills with good knowledge of written and spoken English.
• Strong appreciation for Mars, Incorporated culture, principles, strategies and philosophies.
• Experience or training with Workday or other HRIS systems.
• Experience with Workday deployments or HR Shared Service Deployments.

What can you expect from Mars?

• Contract of employment.
• Attractive financial conditions with Business Bonus and Christmas Bonus.
• We will also look after your safety and well-being by offering you rich benefits package including life insurance, private medical care, Employee Assistance Program fully covered by Mars.
• Extra savings scheme to support you in long perspective.
• Support in career building through personalized development plan.

*Depending on location, benefits may be slightly different*

Apply now and upload you profile in English.

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