Job Description: ECb Enablement Services Manager | hybrid | Guararema

Enterprise Collaboration (ECb) is part of MGS Digital Technologies and delivers collaboration services that enable Mars associates to communicate, collaborate, and work effectively.

The ECb Enablement Services Manager role exists to lead the people, service operations, and managed services model of the ECb Enabling Services organization. This position is accountable for building, developing, and sustaining a capable, engaged, and mature 3rd-level operations team, while ensuring stable, reliable, and efficient delivery of Enterprise Collaboration services.

A key focus of this role is people leadership and team maturity, combining strong people management with service management practices to evolve the Enabling Services function and support the long‑term objectives of Enterprise Collaboration.

Key Responsibilities:

People Management & Team Development:

• Provide direct people leadership to associates within the ECb Enabling Services organization, including performance management, goal setting, coaching, and career development.

• Lead and develop a distributed operational team, primarily based in Brazil, with operational alignment and collaboration with teams in India.

• Establish clear roles, responsibilities, and expectations for associates, contractors, and managed services resources.

• Build and maintain a positive and accountable team culture, focused on service ownership, collaboration, continuous improvement, and operational discipline.

• Identify skill gaps and define capability development plans, including training, cross‑skilling, and operational readiness.

• Support talent retention, engagement, and succession planning within the Enabling Services function.

• Provide ongoing guidance and direction to contractors and vendor resources, ensuring alignment with Mars values, standards, and ways of working.

Service Operations & Delivery

• Own the day‑to‑day operational delivery of all Enterprise Collaboration services, including:

• Collaboration services (Share Point, One Drive, Forms, Viva)

• File Print servers

• Messaging services

• Desktop (including App) services

• Mobility services

• Unified Communication

• Ensure services meet agreed SLA, OLA, and KPI targets, taking corrective actions when service performance deviates.

• Act as the primary operational escalation point for Enterprise Collaboration services.

• Ensure consistent execution of incidents, requests, problems, and change management processes.

• Drive standardization of operational processes, documentation, and service procedures.

Vendor & Managed Services Management

• Lead and govern the managed services operating model for ECb Enabling Services, including vendors such as TCS, Accenture and other service providers.

• Ensure vendors operate as an extension of the Enabling Services team, aligned with Mars service expectations and operational standards.

• Conduct regular vendor performance reviews, service governance meetings, and continuous improvement planning.

• Partner with other ECb areas to ensure vendor services deliver quality, value, and cost efficiency.

Service Maturity & Continuous Improvement

• Define, maintain, and evolve the service roadmap for ECb Enabling Services, focused on service maturity, operational capability, and scalability (not technology roadmap).

• Drive initiatives to improve service reliability, efficiency, and user experience.

• Support the evolution of operational tools, processes, and ways of working to increase maturity of the Enabling Services organization.

• Contribute to the long‑term development of the Enabling Services function as part of Enterprise Collaboration.

• Work closer to our main vendors such as Apple, Dell, Levo and mainly Microsoft in case of ticket escalations or support/partnership during ECS events.

Stakeholder & Cross‑Functional Collaboration

• Work closely with peers across:

• Architecture & Innovation

• Engineering

• Portfolio & Demand Management

• Governance & Finance

• Ensure alignment between people, service operations, and Enterprise Collaboration priorities.

• Represent Enabling Services in operational and cross‑team forums as required.

• Build strong partnerships with internal stakeholders and service delivery teams.

Context and Scope

• This role operates within the Enterprise Collaboration organization, with accountability for Enabling Services operations.

• The position includes direct people management responsibility and oversight of extended teams and managed services resources.

• The role balances hands‑on people leadership with service governance and operational accountability.

• Success requires the ability to lead through influence, manage a mixed workforce, and partner effectively across ECb teams.

Job Specifications / Qualifications:

Education & Professional Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent experience.

Knowledge / Experience

• Experience managing IT service operations or support teams in a large corporate environment.

• Demonstrated people management experience, including coaching, performance management, and team development.

• Experience working with managed services and external vendors.

• Solid understanding of IT service management practices (incident, problem, change, SLA management).

• Experience supporting digital workplace or collaboration services is preferred.

• Strong communication and stakeholder management skills.

• Ability to work effectively in a matrixed and multicultural environment.

• ITIL knowledge or certification is desirable.

Key Mars Leadership Competencies

• Drive for Results

• Planning

• Stakeholder Relationship Management

• Managing and Measuring Work

• Directing and Developing Others

• Builds Effective teams

Key Functional Competencies & Technical Skills

• People Management

• Service Management

• Vendor Management

• Process Management

• Digital Workplace / Collaboration Services (preferred)

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