BDS Product Service Owner

Job Description: Key Responsibilities Product & Service Management Own the operational health, performance, and lifecycle management of applications within the assigned portfolio. Ensure services meet agreed availability, performance, SLA, and customer satisfaction targets. Drive continuous improvement initiatives focused on automation, simplification, stability, and operational efficiency. Partner with business stakeholders to understand priorities, manage demand, and deliver business value. Service Delivery & Operational Excellence Act as the primary point of contact for operational support, escalations, service issues, and major incidents. Lead service reviews and monitor key service metrics, including availability, performance, incident trends, and MTTR. Establish, document, and continuously improve service management processes and operational procedures. Coordinate major incident resolution, outage management, and recovery activities. Ensure Service Introduction activities are completed successfully and solutions transition smoothly from project delivery into BAU support. Stakeholder & Vendor Management Manage relationships with Product Owners, Key Users, business leaders, and technology teams globally. Balance stakeholder priorities and drive alignment across business and IT organizations. Govern third-party vendors to ensure service quality, operational excellence, and delivery against agreed commitments. Lead vendor service reviews, performance improvement initiatives, and escalation management. Application Lifecycle & Continuous Improvement Support application roadmap planning in partnership with Enterprise Technology and Architecture teams. Manage application lifecycle activities, including support, enhancements, upgrades, modernization, and retirement. Identify opportunities to improve service stability, performance, security, and customer experience. Participate in projects impacting the application portfolio and provide operational readiness and supportability guidance. Governance, Risk & Financial Management Ensure compliance with security, privacy, and regulatory requirements, including applicable data protection standards. Monitor service risks and drive mitigation plans where required. Support financial governance activities, including budget monitoring, vendor contracts, statements of work, purchase orders, and invoice management. Partner with Finance and Product Owners to ensure financial performance remains aligned with budget expectations. Qualifications Required Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field. 5+ years of experience in IT Service Management, Product Management, Application Support, or related technology roles. Experience managing global applications and working with cross-functional business and technology teams. Experience managing third-party vendors and service providers. Strong stakeholder management, communication, problem-solving, and influencing skills. Proven experience in service delivery, operational support, and project environments. Fluent English (written and verbal). Preferred Experience supporting eCommerce platforms or business-critical enterprise applications. Knowledge of ITIL Service Management processes and practices. Agile, Scrum, DevOps, PMI/PMP, or ITIL certifications. Understanding of application security, web transaction security, and regulatory requirements. Exposure to cloud platforms, SaaS applications, Salesforce, SAP, Dynamics NAV, HighRadius, and related enterprise technologies. Experience within FMCG or other global consumer products organizations. Key Functional Competencies Product & Service Management IT Service Management (ITIL) Stakeholder Relationship Management Supplier & Vendor Management Project & Service Introduction Management Continuous Improvement & Operational Excellence Agile & DevOps Ways of Working Risk, Security & Compliance Management Financial & Portfolio Governance Mars Leadership Competencies (MLCs) Ensures Accountability Plans and Aligns Balances Stakeholders Other key Leadership Competencies Customer Focus Deals with Ambiguity Conflict Management Problem Solving Innovation Management Drives Results Managing Performance #TBdigital Mars is a family-owned business with more than $35 billion in global sales. We produce some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, BEN’S ORIGINAL®, and COCOAVIA®. Alongside our consumer brands, we proudly take care of half of the world’s pets through our nutrition, health and services businesses such as Banfield Pet Hospitals™, BluePearl®, Linnaeus, AniCura, VCA™ and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire our 140,000 Associates into taking action every day towards creating the world we want tomorrow.