Data and Platform Services Lead

Description

Summary: This critical role ensures robust operational coverage and responsiveness for the Americas region within a globally distributed team, focusing on operational standards, risk mitigation, and global service excellence. Highlights: 1. Opportunity to lead global service excellence initiatives 2. Pivotal role in a follow the sun global service model 3. Focus on continuous improvement and risk mitigation **Job Description:** **Data and Platform Service Lead \| hybrid \| Guararema** The Data and Platform Service Lead is a critical role within the Mars global services model, ensuring robust operational coverage and responsiveness for the Americas region. The position is part of a globally distributed team, reporting directly to the Senior Data Platform Architect. The role is embedded within a “follow the sun” service model, ensuring 24\-hour coverage and responsiveness across time zones. It is also pivotal in maintaining operational standards, mitigating risks, and upholding the organization’s commitment to global service excellence. **What are we looking for?** * Experience or strong familiarity with data platform architectures, ideally **Medallion** architecture or similar layered data lakehouse models in **cloud environments (Azure preferred)** * 3\+ years of experience with IT service operations, data platform support, or analytics service management * Experience working with **ITIL\-based support frameworks** (L1/L2\) and managing vendor/service KPIs * Experience collaborating with offshore teams and managing cross\-functional stakeholder relationships * Strong communication and interpersonal skills, with fluency in spoken and written English, and the ability to manage expectations and coordinate diverse teams * Excellent problem\-solving and incident management capabilities * Ability to work effectively in a “follow the sun” global service model * Proactive mindset with a focus on continuous improvement and risk mitigation * Experience in a leadership or team coordination role, preferably within a global or multi\-regional environment * Relevant certifications such as ITIL Foundation (L1/L2 support), PMP, or Agile certifications **What will be your key responsibilities?** * Act as one of three global escalation points, specifically covering the Americas region * Ensure timely incident resolution and manage critical escalations to maintain service continuity * Serve as the primary liaison between regional business users, offshore support teams, and global Data Service leads * Manage expectations and provide clear, proactive communication to stakeholders during incidents and service requests * Optimize service processes * Identify and address operational risks, implementing measures to uphold service levels during peak hours or unforeseen incidents * Contribute to global service excellence initiatives, sharing best practices and lessons learned. **What can you expect from Mars?** * As Associates, we can expect to be respected, supported, and valued as individuals, to be treated fairly and equitably. * The opportunity to learn, develop, and take charge of your own career at Mars. * By joining our 200 Mars Global Services Associates, the diversity of encounters will be your daily life: Digital Technologies, Finance, People \& Organization, Insights, Laboratories, Commercial, the Mars Global Services Associates accompany the transformation and growth of each of our segments * Work with great people in a fast\-paced environment \#TBdigital \#hybrid