BDS (Business Delivery Services) Product Senior Analyst F/M/X
Employer: Mars
Location: Slough, Berkshire, United Kingdom
Salary: Competitive
Closing date: 10 Nov 2024
Job Description:
BDS (Business Delivery Services) Product Senior Analyst is responsible for local and global application support, improvements, efficiency, and performance.
Constantly working on Global Product Capability improvement through process optimizations and day-to-day operations management. Developing and setting new targets for vendors (through associates) and associates in the team to drive service improvement.
This person will work in strong partnership with the development team to ensure a smooth transfer to support, respecting five principles and attending to the necessities of the business.
What are we looking for?
* Proven experience in Business or IT Team in project management or service team
* Strong knowledge and support ability in eCommerce websites/platforms
* Knowledge around security processes of Web transactions
* Ability to work effectively in a flexible and changing environment & manage multiple activities and priorities
* Excellent communication skills in English (Oral and Written)
* Exposure to the following technologies is a plus for the role: PCI Compliance, Microsoft Server Infrastructure, SSL & TDE Protocols, Load Balancers, Firewalls, Credit Card Processors, Salesforce, Microsoft Dynamics NAV (ERP), Automated Deployment Tools
What will be your key responsibilities?
Global vendor management
* Transfer low value-adding activities from current AM RC BDS associates to managed services.
* Manage relationships with vendors and perform monthly global service reviews.
* Be accountable for the global team metrics and service level.
* Report all relevant metrics together with an improvement plan to the management team on a regular basis.
* Identify global actions for service level and application stability improvement.
* Drive actions and perform weekly follow-up with vendor representatives.
* Define global automation opportunities (together with vendor), assign responsibilities, and drive its completion.
* Be the escalation point for all Product Managers in case of operational problems with vendors (and vice versa).
* Share on a periodic basis the global action plan and progress with the SM team.
* Communicate with vendors to provide news/updates from the GDO side.
* Run RFP process if necessary for the IT solutions in scope, following official bidding commercial procedure.
* Work with the Finance team and run all finance-related questions (PO, Invoices, etc.), budget planning, and compliance.
Global Product Management
* Develop/improve standard operational procedures and Service Delivery Procedures.
* Track global KPIs and cascade the priority to the team.
* Organize work of Product Owners (team associates) and address roadblocks.
* Organize back-up process between Product Owners when going to be on leave.
* Coordinate resolution of major escalations, service-related questions, and outstanding situations.
* Royal Canin Digital & Technology partnership with apps roadmaps.
* Be an example for the whole team of how product management should be built and working.
* Manage communications and partnerships with key stakeholders, including RC IT LT.
* Address all security-related questions in the area of responsibility, ensuring IT solutions in scope are compatible with all internal guidance and external procedures (GDPR, CCPA, etc.).
* Accountability per Application lifecycle in the area of responsibility (support, invest, upgrade, retire).
* Accountability per global communications around your portfolio (Internal - IT and external - business stakeholders).
* Work with other teams globally (applications, platform, infrastructure), regionally, and locally to ensure global coverage is provided and excellence shared.
* Drive the finances monitoring of the team's budgets for the Products in scope through timely involvement of respective Product Owners, highlighting the necessity of changes/adjustments with budget needed ensuring the situation is under control.
* Service delivery quality.
* Partnership with architecture to bring efficiency and performance improvement to apps.
* Stakeholder management with local/global stakeholders playing Business Delivery Services global mindset.
* Systems outage coordination.
* Be a member of projects involving your portfolio being responsible for supportability advice and providing support to Development teams.
* Work on Service Introduction (take-on) activities for new countries with Navision Installations or other big projects and activities.
* Be proactive to improve applications stability, automation, simplification.
* Guarantee disaster recovery valid and tested process to all applications.
What can you expect from Mars?
* Work with over 140,000 diverse and talented Associates, all guided by the Five Principles.
* Join a purpose-driven company, where we're striving to build the world we want tomorrow, today.
* Best-in-class learning and development support from day one, including access to our in-house Mars University.
* An industry competitive salary and benefits package, including company bonus.
Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.
#J-18808-Ljbffr