Senior Product Analyst, Business Delivery Services
Mars
full-time
Posted on:
Location Type: Hybrid
Location: Gard-Aimargues • 🇫🇷 France
Visit company websiteJob Level
Senior
About the role
- Vendor Service Management accountable for service performance in region of accountability
- Establish reporting and governance in the area of accountability
- Run regular service reviews to check the service health, define and implement improvement actions when required
- Participate in and provide inputs for Regional/Global service reviews
- Manage vendor documents and invoices related to the service
- Build and develop relations with Vendor Service Managers and other service team members
- Serve as an escalation point if vendor escalation path appears not to be enough
- Make sure partner employees have all the accounts/accesses needed to perform their job
- Initiate and drive ideas for service improvement, better customer experience, automation, etc.
- Analyse the tickets to uncover trends, gaps, automation opportunities
- Perform customer experience studies to get feedback and initiate improvements
- Get regular feedback from Service Managers and other teams leads and drive service improvement initiatives
- Manage relations with regional and function stakeholders relevant to the service area
- Engage different stakeholder communities in Service Review and other service-related meetings
- Establish the business knowledge of the markets/functional areas in scope via partnering with various stakeholder groups and through other sources
- Understand business roadmap and needs, get involved in discussions to see how the team might support those needs
- Maintain knowledge of the service provided by the team
- Participate/lead activities related to transformation programs
Requirements
- Proven Service Management experience in complex environments/complex applications
- Experience in managing diverse stakeholder communities
- Vendor Management experience
- Good communications skills
- Continuous improvements mindset
- Good learning agility
- Proficiency in English, both written and spoken
Benefits
- Best-in-class learning and development support from day one
- Access to our in-house Mars University
- Industry competitive salary and benefits package including company bonus
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Service ManagementVendor ManagementCustomer Experience AnalysisImprovement InitiativesAutomationReportingGovernanceStakeholder EngagementTransformation ProgramsComplex Applications
Soft skills
CommunicationContinuous Improvement MindsetLearning AgilityRelationship BuildingEscalation ManagementFeedback ManagementAnalytical ThinkingCollaborationProblem SolvingAdaptability