Business Partner Manager- Customer Services

About Us

Mercedes-Benz USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find tremendous commitment to our corporate values: 'PRIDE = Passion, Respect, Integrity, Discipline, and Execution'. Our products and employees reflect this dedication. We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.

MBUSA requires all new employees to present proof they are fully vaccinated against COVID-19 when they start work. Currently, "fully vaccinated" is defined as someone that has received both doses of the Pfizer/Moderna COVID-19 vaccines or one dose of the Johnson & Johnson COVID-19 vaccine. Individuals with a valid medical/religious reason preventing them from taking the vaccine may request an accommodation.

Job Overview

The IT Business Partner Manager acts as primary IT Infrastructure & Technology contact for associated business partners (IT products & platforms teams and business functional areas) to enable efficient service consumption from the IT Service Catalog. This role supports the business partners in assessing the efficacy of their service consumption, advising on optimization potential and taking end-to-end responsibility of integrated service provision with a goal to minimize the Total Cost of Ownership (TCO).

The purpose of this role is to get the best value from products and services provided by IT vendors and partners and propose suitable alternatives where no standard solutions exist.

Responsibilities

- Collaborate with business partners to understand the current and future demands for IT infrastructure and Technology services

- Ensure delivery of business-oriented IT solutions by proposing suitable services from the standard service catalog

- Provide consulting on tailored IT services and solutions (non-standard solutions) where no standard solution exists

- Partner with IT Solution Designers and Projects Managers to deliver customized solutions (non-catalog items)

- Partner with Service Assurance Managers on impact and speed of solutions provided by IT vendors and partners

- Collaborate with IT Strategy, Portfolio & Partner Management to enhance the Service Portfolio & Catalog

- Enable IT and Business functions to become self-reliant in using low-touch catalog-based services using ServiceNow

- Manage Customer relationships & escalations as part of end-to-end service responsibility

Bachelor's Degree (accredited school) with emphasis on:

- Information Technology

- Computer Science/ Computer Engineering

- Or similar degree, or equivalent experience

Certifications (nice to have):

- ITIL Foundation

- Project Management Certification (PMP)

- Agile and Scrum

- Cloud certification (AWS, Azure)

- Cisco Network (CCNA, CCNP, CCIE)

- Microsoft (MCP, MCSE, MCSA)

Must have 7 - 10 years (total) of experience in the following:

- Managed IT Services and Infrastructure Product Management

- Server, VMware and OS Operations (Windows/Linux/AIX)

- Network and Datacenter Management

- Database Operations (PostgreSQL, DB2, UDB, MSSQL) and Middleware Services

- Mainframe

- Cloud Technologies (AWS, Azure) and Migration Planning

- Vendor/Partner Management (Managed Service Provider)

- Agile and Scrum

- IT Security Management

- IT Service Management and IT Infrastructure Library (ITIL)

Professional skills:

- IT consulting experience with focus on Product Management

- Advanced knowledge of IT Technologies and Architectures, including DevOps

- Ability to connect Policy, Projects and Operations

- Excellent knowledge of Business Processes & Business Strategy

- Experience in developing IT Strategies and Business Plans

- Ability to identify and implement alternative Process Management solutions

- Experience in IT Service Management and Tools (ServiceNow, JIRA, Remedy)

- Agile Project Management Methods (Scrum, Kanban)

- Elastic Pricing Methods

- ITIL V3 knowledge

- Stakeholder management and customer relationships

Interdisciplinary skills

- Creative and innovative thinking

- Strong presentation & communication skills

- Strategic thinking

- Excellent negotiation skills

- Conflict management

- Customer Focus

- Problem-solving skills and Emotional intelligence

- Strong organizational skills including time management and planning

- Attention to detail

ADDITIONAL INFORMATION

No Sponsorship / Visa Transfer available

Must be able to work flexible hours/work schedule

Work Holidays when required; Work weekends when required

Travel domestically and internationally when required

EEO Statement

Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.