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End User Manager


44, CN

JOB CATEGORY:  Information Services

A mutually rewarding experience.

Work. Realize your ambitions. And realize there’s more to being in business than just making a profit. That’s the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet.  What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

Because it’s never just about a single person, a single project or a single brand. It’s about how you can grab everything that’s within your reach here and use it to pursue mutual, long-term gain. It’s about having ideas. And ideals. Being prepared to risk failure because the promise of success means we’ll all be a little better off. It’s that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

About Mars, Incorporated 

Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $35 billion in sales, the company is a global business that produces some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, UNCLE BEN’S®, MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, 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 its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day.


End User Manager is globally accountable for functional areas in End User Services team – Messaging, Mobile Productivity, Application packaging and delivery, Desktop, Skype for Business Unified Communications and Collaboration platform services. These services are consumed by over 80.000 users and considered as critical at Mars Inc. As a Global Service Owner, you are accountable for your assigned service globally and accountable as the Line Manager for the regional team, located in GNZ, supporting all EUS services to deliver global service operation, improvement, and development.  This role based in GNZ will functionally manage the O365 Messaging stream and File & Print services.The EUS Manager, as part of Mars Digital Core Services will also contribute and provide input into the strategy definition for the Mars End User service areas.


Key Responsibilities:

Stakeholder relations

  • Communicating cross-functionally and across management levels in formal and informal settings
  • Working with operations and business teams to communicate problem impacts and to understand business requirements


  • Manage OPEX and team expense budgets
  • Supervise license consumption in respective End User Service


  • Accountable for the global operations of the service and execution of all ITOM processes by the team
  • Single point of contact for all service-related escalations globally for the respective End User Service
  • Single point of contact for all End User Service related escalations in the respective region
  • Communicate, coordinate, and provide guidance to management, team leaders, technical staff, team members, and customers regarding service or team functions. Collaborate with internal and external stakeholders as well as the IT Operations , SITS and Business Partner managers

Continuous Improvement Plans (CIPs)

  • Supervise CIP process in the area, manage priorities and resources


  • Define project roadmap with Global Technology Owner (GTO) in accordance with internal IT strategy and business requirements cascaded by external stakeholders
  • Lead, implement, coordinate, manage, and oversee assigned projects and project managers.      


  • Manage performance and productivity and conduct hiring, staff planning and resource allocation.
  • Cultivate a work environment that fosters high-performing employees and encourages innovation and continuous improvement of technology and services
  • Supervise collaboration and communication process internally and externally with other teams

Service management

  • Create and manage infrastructure lifecycle management strategy and process
  • Manage external vendors and partner with internal teams to deliver service SLAs



  • Bachelor’s Degree in Computer Science, Information Systems, Engineering, Business, or technical discipline
  • A minimum of 7 years of relevant IT experience
  • ITIL Foundations v3 certified
  • Project management skills (PMP, Prince 2)
  • Experience managing cloud IT services (O365, Azure)
  • 3 years managing technical teams
  • Excellent written and verbal communication skills with the ability to present complex  technical information in a clear and concise manner to a variety of audiences
  • Understanding of core technologies - Networks, Identity, Servers and Cloud solutions
  • Proven successful problem solving and analytical skills
  • Strong interpersonal skills including motivation, customer focus and ability to work well with people at all levels in organization and of different cultures.



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.


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