Source to Pay Helpdesk Manager (f/m/x)

Source to Pay Helpdesk Manager (f/m/x)

in Mars Global Services

Commercial (Procurement) Department

Location: Warsaw/ Poznań

Hybrid working

Source to Pay (S2P) Helpdesk Manager ensures efficient and effective support for commercial-related inquiries by managing a team of helpdesk agents across MGS Commercial Hubs. This role exists to maintain high service levels, streamline issue resolution, and enhance user experience by overseeing daily operations, implementing best practices, and driving continuous improvement.

What will be your key responsibilities?

• Leading and overseeing help desk agents, ensuring efficient operations and high service quality.

• Tracking KPIs, analyzing trends, and implementing improvements to enhance service levels and response times.

• Identifying and driving enhancements in help desk procedures, leveraging automation and best practices.

• Working closely with MGS-CS internal teams, Commercial Buyers, Finance, and DT to resolve issues and improve the user experience.

• Providing coaching, training, and support to help desk agents, fostering skill growth and professional development.

• Overseeing issue resolution, ensuring timely responses and proper escalation when needed.

• Maintaining updated help desk documentation, FAQs, and knowledge base to improve self-service options.

• Ensuring adherence to company policies, security guidelines, and industry regulations.

What are we looking for?

• Bachelor’s degree in business administration, procurement, supply chain, IT, or a related field (or equivalent experience).

• 5+ years of professional experience in helpdesk, service management, or procurement support role, with at least 2+ years in a leadership role.

• Strong knowledge of Source-to-Pay processes, procurement systems, and ERP platforms (e.g., SAP Ariba).

• Experience managing help desk operations, ticketing systems (e.g., ServiceNow), and SLA performance tracking.

• ITIL Certification or other Service Management certifications (e.g., CIPS, CPSM) is nice to have.

• Proven ability to manage a global team across multiple time zones, ensuring efficient collaboration and service delivery.

• Strong problem-solving, analytical, and continuous improvement mindset, with experience implementing automation or AI-driven solutions.

• Excellent communication and stakeholder management skills.

• Fluent English.

What can you expect from Mars?

• Attractive financial conditions with Business Bonus and Christmas Bonus.

• We will also look after your safety and well-being by offering you rich benefits package incl. life insurance, medical care and Employee Assistance program.

• Extra savings scheme to support You in long perspective.

• Support in career building through personalized development plan.

• Attractive discounts on our products and access to limited series offers that Your family and friend will love.

• Possibility to participate in volunteering initiatives during working hours.

• A modern office in the city center.

Apply now and upload you profile in English.

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.