Operating Model Integration Lead Job Chicago area,Illinois USA,Business

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 Service Now platform. Serving as the dedicated Snacking business counterpart to the Central Service Now 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, Service Now 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 Service Now (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 Service Now to reduce administrative burden and drastically accelerate cycle times from ideation to value realisation.

2. Business Counterpart to Service Now Central Product Management

Snacking Demand & Voice of Business: Serve as the single, authoritative business counterpart to the Central Service Now 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 Service Now modules and capabilities, evaluating their relevance,…