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Service Delivery Manager

Service Delivery Manager

Mercedes-Benz Mobility AGSpain
Hace 1 día
Descripción del trabajo

About the Role : The job holder is responsible for managing service delivery of the OneHOUSE suite of products to markets and partners in scope. Ensuring service performance is being monitored and service levels are met, is a key task. The job acts as central L2 support and ensures close interaction with L1 support in markets as well as L3 agile product delivery and system / platform teams. The tasks include triage desk for tickets being raised and issues being reported to decide for and initiate proper follow-up action. Incident management incl. escalation and handling of major incidents (if need be) incl. required communication is part of the scope of the job, too. The job holder and his / her team of service delivery specialists will need to ensure contractual agreements with customers and providers are in place and adhered to.

Responsibilities : Main Tasks

1.Central operations support desk for OneHOUSE in Europe : 40%

  • Act as central L2 operations support for the OneHOUSE suite of products across markets in scope
  • Provide operations supports to markets and business users to qualify and incoming inquiries, tickets, or incidents.
  • Run triage desk for tickets being raised and issues being reported to decide for and initiate proper follow-up action
  • Resolve issues or assign tickets to L3 support for further action.
  • Follow-up on open items and and ensure proper response handling.
  • Ensure close interaction with L1 support in markets and L3 agile product delivery and system / platform teams.

2.Service performance : 25%

  • Monitor service availability and performance
  • Ensure service levels are met
  • Provide sufficient and adequate reporting

    • 3.Incident management : 15%

  • Qualify and classify incidents
  • Address necessary steps and escalation according to criticality
  • Ensure information and communication standards for incident handling

    • 4.Contract Management : 5%

  • Ensure the relevant contractual agreements to provide services are in place and adhered to.

    • 5.Leadership : 15%

  • Lead the team of directly assigned employees incl. target agreements, development plans, qualification programs and training / coaching on the job. Lead indirectly involved team members and key contributors at business partners and vendors.

    • Qualifications : Education : Bachelor’s or master´s degree in computer science, economics or business administration or similar

    Required Skills : Experience :

  • A minimum of 3-5 years of experience in automotive financial services
  • Experience in service management and delivery
  • Experience in dealing with external suppliers
  • Experience in dealing with multiple stakeholders in an international environment
  • Product knowledge about financial products

    • Preferred Skills :

  • Knowledge and experience with collaboration tools such as Jira, Confluence, KanBo, Mural etc.
  • Experience of working in SAFe working mode
  • Fluent in English and Spanish (additional languages are a plus).

    • Pay range : Not specified, depend ing on the Seniority

    Compensation package :

  • 30 annual days paid-time-off + 2 Company Bank Holidays
  • Young and dynamic envirtoment
  • Flexibility
  • Remote work (60%)
  • Teambuildings
  • Employee discounts for Mercedes-Benz products
  • Tickets-Restaurant paid by the Company
  • Flexible Retribution (Health insurance, Transportation and Childcare)