Manager, Service Operations

Aufgaben

• The Manager, Service Operations, Mercedes-Benz Services Malaysia, reports directly to the IT Lead, OneX AAP. The primary objective of this role is to lead, develop, and execute the technology vision and roadmap to harmonize platforms and solutions, address evolving business demands, and drive continuous innovation that optimizes cost and operational efficiency.

  The role is responsible for managing incidents, service requests, and application support activities across all AAP markets. Strong expertise in the automotive financial services industry, business processes, and business-critical applications is essential to effectively support business requirements. The successful candidate should possess excellent communication and stakeholder management skills, with the ability to translate technical solutions into business value and influence cross-functional teams.

  Key Responsibilities
  • Lead and coach service operations teams to ensure successful delivery of projects and operational objectives.
  • Serve as the Service Operations Lead for OneX AAP markets, ensuring stable and efficient application support services.
  • Support business demands across automotive financial services functions, including Sales, Operations, Credit, Finance, and related business areas.
  • Collaborate with business stakeholders to identify business needs and recommend optimal process improvements, considering both current and future-state operating models.
  • Develop a deep understanding of business processes and prioritize initiatives based on business impact and value creation.
  • Coordinate closely with business teams, application vendors, Controlling, and Management to maintain visibility of day-to-day operations, including incidents, service requests, and system performance.
  • Identify and prioritize key operational and enhancement initiatives in collaboration with system analysts, business experts, and vendors.
  • Manage and support the ASCENT application landscape, including gaining a strong understanding of its technical architecture and operational setup.
  • Assess the impact of planned IT changes on critical business processes and implement measures to minimize operational risks and disruptions.
  • Ensure application documentation is established, maintained, and regularly updated.
  • Provide regular updates to key stakeholders on project progress, operational performance, risks, and budget status.
  • Coordinate project-related deliverables with the Project Management team and relevant stakeholders.
  • Ensure transparency on project costs, timelines, and change requests to management and business stakeholders.
  • Drive seamless regional and local support for the ASCENT application through effective Service Operations governance.
  • Conduct regular analysis of service operations performance, identify trends and recurring issues, and implement sustainable solutions.
  • Implement IT security controls in line with Mercedes-Benz Tech & IT Financial Services standards and applicable local regulatory requirements.
  • Ensure appropriate measures are implemented to safeguard data protection, data privacy, and information security.

Qualifikationen

1. Education & Work experience

• Graduate / Post Graduate degree in Information Technology or Equivalent is required.

• Strategic thinking, IT technical skills, professional and interpersonal skills.

2. Critical and soft skills knowledge

• Self-Initiative, high flexibility in working schedule, high reliability in delivering results.

• Ability to learn tasks quickly and take on a variety of tasks.

• Ability to work under pressure and achieve results. Requires flexibility and multi-tasking.

• Good time-management skills with ability to work independently to plan and prioritize workload.

• Professional attitude with good interpersonal skills and a strong team player.

• Ability to effectively communicate point of view to all levels of management, and cross functional Teams

3. Competencies

• Technical Know-How.

• Data Processing Expertise.

• Development of New Products.

• Analysis of Potential Dangers.

• Planning Strategically.

• Budget Administration.

• Capacity for Judgement.

• Ability to Solve Problems.