Operating Model Integration Lead

Job Description:

Job Purpose / Overview

This role is a project-based transformation role and has a current expected end date of ‘31st December 2028’. As we move closer to ‘31st December 2028’ we will work with you to explore other opportunities for employment within the Mars family of companies. If a suitable alternative role is not available at that time, your employment will end.

The Operating Model Integration Lead acts as the strategic and operational linchpin connecting Mars Snacking’s Digital Operating Model with the enterprise ServiceNow platform. Serving as the dedicated Snacking business counterpart to the Central ServiceNow Product Management team, this role harmonises the workflows, decisions, and data needs across diverse personas into one seamless, end-to-end operational engine. Ultimately, this role exists to ensure platform configurations are easily adopted across business domains, eliminating operational friction and driving accelerated, data-backed decision-making across Snacking.

Context and Scope

This role sits at the intersection of business strategy, organisational operating models, and enterprise digital tooling within Mars Snacking Digital Technologies. As Snacking advances its operating model transformation, ServiceNow serves as a vital platform for strategy-to-execution governance. The role does not require writing platform code or executing technical administration; rather, it requires deep business architecture and operating model acumen, combined with a strong functional understanding of how ServiceNow (specifically SPM / Strategic Portfolio Management, ITBM, and Enterprise Architecture modules) empowers modern agile and digital product organisations.

1. Multi-Persona Journey & Operating Model Orchestration

• Persona-Centric Workflow Design: Map, define, and continuously refine the day-to-day user journeys, decision gates, and interaction models for key personas across Snacking - including Portfolio Managers, Product Managers, Programme/Project Managers, and Business Architects.
• End-to-End Operating Model Alignment: Ensure individual persona workflows integrate seamlessly into a cohesive, end-to-end operating model, establishing clear upstream and downstream information handoffs that eliminate operational silos.
• Standardisation vs. Tailoring: Balance enterprise consistency with persona- and domain-specific nuances, identifying where standardised governance is critical versus where tailored digital experiences are required to accelerate delivery speed.
• Decision Velocity & Friction Reduction: Continuously optimize workflow handoffs and data availability within ServiceNow to reduce administrative burden and drastically accelerate cycle times from ideation to value realisation.

2. Business Counterpart to ServiceNow Central Product Management

• Snacking Demand & Voice of Business: Serve as the single, authoritative business counterpart to the Central ServiceNow Product Management team (bridging the Snacking business/operating model reality with the platform engineering and configuration roadmap led by central platform teams).
• Translating Needs into Functional Requirements: Translate Snacking's multi-persona workflows, governance gates, and reporting requirements into clear, prioritised epics, user stories, and acceptance criteria for platform delivery.
• Backlog Prioritisation & Solution Co-Design: Partner closely with platform owners to co-design scalable platform enhancements, validate architectural designs against business needs, and ensure product release roadmaps directly solve Snacking operating bottlenecks.
• Platform Capability Ingestion: Act as the intake lead for newly released centralised ServiceNow modules and capabilities, evaluating their relevance, viability, and timing for roll-out across Snacking.

3. Business Domain Engagement & Scaled Adoption

• Domain Connectivity & Buy-in: Embed closely with Snacking business domains to understand their distinct operating pressures, ensuring platform capabilities are pragmatic, intuitive, and readily embraced.
• Change Enablement & User Activation: Partner with change and communication leads to architect tailored persona-based onboarding paths, practical playbooks, role-specific guidelines, and workflow demos that drive rapid user adoption.
• Feedback Loops & Continuous Sentiment Tracking: Establish active feedback loops with community practitioners across domains to identify friction points, adoption gaps, and evolving operational requirements.

4. Information Architecture, Data Flow & Cross-Role Transparency

• Operating Model Data Flow: Define and govern the flow of delivery data across roles ensuring business architectural blueprints inform portfolio choices, portfolio targets cascade into product roadmaps, and delivery telemetry feeds executive reporting.
• Operational Reporting & Single Source of Truth: Partner with analytics and reporting leads to deliver persona-specific dashboards and consolidated views that give leaders immediate visibility into portfolio health, resource allocation, risks, and benefits realisation.
• Process Performance & Governance: Define and track adoption metrics, cycle times, workflow hygiene, and data quality across all persona groups in ServiceNow.

OKR Framework and Adoption

• Establish the hierarchy and relationship between enterprise, portfolio, product-line, product and team OKRs.
• Ensure OKRs translate strategy into measurable outcomes rather than activities or outputs.
• Develop guidance for setting objectives, key results, baselines, targets and evidence of achievement.
• Embed OKRs within annual planning, quarterly planning, portfolio management and performance reviews.
• Build capability across Digital, Digital Technology functions and business teams to create and use effective OKRs.
• Establish quality assurance and review mechanisms for OKRs.
• Ensure progress against OKRs informs prioritisation, investment and delivery decisions.
• Prevent OKRs from becoming a reporting exercise disconnected from how teams work.

Qualifications

Education & Experience

Education:

• Bachelor’s degree in Business Administration, Information Systems, Operations, or related field; Master’s degree or equivalent practical experience preferred.

Experience:

• 7+ years of progressive experience in operating model transformation, digital delivery leadership, business architecture, or product management within a complex, global matrix organisation.
• Deep functional domain expertise in modern delivery operating models (Agile/Scrum, Product-Led Operating Models, SAFe, Lean Portfolio Management, and Waterfall governance).
• Hands-on functional fluency with the ServiceNow platform (especially Strategic Portfolio Management [SPM] / ITBM, Demand Management, Resource Management, and Enterprise Agile Planning).
• Demonstrated track record serving as the bridge between business practitioners (users) and technical platform/software product teams.
• Proven capability in driving digital change, user-centric process adoption, and stakeholder alignment across international teams.

Knowledge & Skills

• Persona Journey Mapping: Ability to dissect complex knowledge work into clear, persona-based workflows and intuitive user experiences.
• Translational Fluency: Exceptional ability to translate ambiguous business and operational desires into structured platform requirements, and vice-versa.
• Influencing Without Authority: Strong executive presence, relationship-building, and communication skills to align disparate stakeholder groups across both business and technical domains.
• Systems & Strategic Thinking: High-level strategic mindset to see the overarching operating model, paired with the analytical rigor to refine granular operational handoffs and data dependencies.

The base pay range for this position at commencement of employment is between the range listed below, however, base pay offered may vary depending on multiple individualized factors, including but not limited to job-related knowledge, skills, and experience. The total compensation package for this position will include variable pay, medical and dental benefits, participation in 401k plan, and paid time off benefits. Details of participation in these benefit plans will be provided if an applicant receives an offer of employment.