Service Manager

4 semanas atrás

Lisboa, Portugal Mercedes-Benz Germany Tempo inteiro

**HEY THERE**:
We are Mercedes-Benz.io. Our mission is to ignite and build the digital solutions for Mercedes-Benz by forming a tribe of digital enthusiasts that drive Mercedes-Benz digital future.

Therefore, we offer 100% flexibility You can choose if you want to work from your mobile office in Portugal, or from our offices in Lisbon or Braga. It’s up to each of us to decide according to our needs.

We don’t care about your shoes, as long as you are wearing the right attitude. At Mercedes-Benz.io we walk the talk and make things happen. We do not digitize for the sake of being digital but for a better tomorrow for our customers. That’s not our job; it’s our passion. Therefore, we love to reflect and challenge everything - the status quo, Mercedes-Benz, and ourselves. We share the same beliefs and stand up for each other and this is why we hire unique people to join our Tribe of digital enthusiasts.

**WHAT IS OMNICHANNEL?**:
In the Mercedes-Benz Omnichannel Commerce Unit (MB.OC), we create customer experiences for the Web and App channels. We focus on the entire customer journey by using platform solutions that enable our customers’ different touchpoints across cars, products, and services around the car.

With products such as Car Configurator, Cars Online Shops, the Mercedes Owner Area “Mercedes Me Home” and many more, we are building a seamless experience for our customers.

The basis for those are our Platform and Backend-Systems, which are enabling our solutions for both global usage as well as the pillar for additional channels, such as Retail and In Car Solutions.

As part of the worldwide Mercedes-Benz IT Organization, you will work together with many different teams in a scaled and professionalized setup which relies on self-organization, trust and an openness to exchange ideas and feedback.

**IN THIS ROLE YOU WILL**:

- Monitor and ensure the successful delivery of IT delivery engagements in line with the agreed SLOa/SLAs.
- Improve the IT services and ITSM processes continuously and detect requirements to improve the quality of service.
- Lead projects and initiatives to improve the service management to unleash innovation impulses.
- Maintain the ITSM concepts to be compliant with changing conditions and keep documentation and workflows up-to-date.
- Coordinate IT teams at various locations to resolve incidents and project implementations.
- Contact person for IT incidents and update the customer about ETA/Resolution/Workaround.
- Handle and coordination of major incidents in IT operations
- Take part in an on-call rotation
- Monitor KPIs for incident, problem and change management
- Collaborate with the delivery SPOCs and the business users on IT requirements
- Develop the roadmap with the responsible service owner
- Actively manage and ensure end-to-end IT operations for the IT services in close collaboration with various roles from delivery and cloud platform

**TO SUCCEED YOU NEED**:

- Degree in a technical major such as computer science, business informatics or a comparable qualification.
- 5 years of experience in a Service Manager or relevant professional experience in the IT environment or related IT projects.
- Knowledge of current IT technologies, software architectures and IT infrastructure (on premise, hybrid, cloud, security).
- Experience in the areas of business and IT processes as well as project management.
- Strong communicator and enjoy working in a team.
- Enjoy contact with Business Partners.
- Have a quick grasp of things and ability to identify improvement potential and design solutions independently in coordination with different stakeholders.
- The ability to lead processes, to moderate escalations and to navigate through the solution finding process.
- Bring the flexibility to serve a wide range of topics while not lose sight of the big picture.
- A confident manner and a willingness to take on responsibility.
- Communication in English is no obstacle for you.
- A strong affinity for software and enjoy working in e-commerce and technology products

**YOU WILL BE HAPPY WITH**:

- Open source software
- No top-down hierarchy. We trust in your self-organization
- Colleagues that are as smart, hardworking and driven as you
- An amazing open-minded and informal culture with the backup of a giant company like Mercedes-Benz
- IPhone, MacBook Pro or Dell (your choice) and noise-cancelling headphones
- Health insurance for you and your family
- Life insurance
- Proactive self-development in international Trainings and Conferences
- Language Training courses
- Wellbeing actions (massages, nutrition sessions, happy hour and more)
- Brand Connection Perks (Test Drives, Renting Programs and more)
- Much more cool stuff

**THIS IS WHAT OUR PROCESS LOOKS LIKE**:

- Screening call with our recruiter to get to know your motivation & your experience
- (1st) Technical interview
- (2nd) Technical interview
- Final Interview (of 1h)
- Offer

**WHAT YOU’LL NEED TO KNOW

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