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IT Service Level Management Specialist
at Daimler AG
Mercedes-Benz USA,headquartered in Atlanta, GA is responsible for the sales, marketing andservice 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'. Ourproducts and employees reflect this dedication. We are looking fordiverse top-notch individuals to join the Mercedes-Benz Team and uphold thesehallmarks.
The Daimler NAFTA data center (NDC) provides professional IT Infrastructureservices for Daimler entities worldwide. This position includes supportingDaimler locations in the America's incl. USA, Canada, Mexico, Brazil andArgentina based on strong network and collaboration with the counterparts inGermany, Europe and Asia.
This position isresponsible for the plan, control, design, development, implementation andmaintenance of the service catalogue, service descriptions, servicecalculations and service levels as well as KPI for all IT Infrastructureservices provided out of the NDC and support the implementation and improvementof processes, tools and systems in close collaboration with the local, regionaland global IT departments as well as IPS Management in NAFTA as well asGermany.
Validate the NDC service descriptions, make recommendations foroptimization, support the service responsibilities and supervisors indeveloping and optimizing the descriptions and ensure the compliance with theDaimler standards, policies and regulations. Manage the integration and updateprocess for all service descriptions into the global Daimler service catalogue.Perform and coordinate yearly review of all NDC Service Descriptions
Validate existing service calculations for all existing services in the NDCportfolio. Guide and support the service responsibilities in creating andproviding new service calculations as well as reviewing and adjusting existingcost calculations on a yearly base.
Create and provide reports for the NDC customers related to their Serviceand Operational Level Agreement and the services delivered throughout thereporting period based on the defined service levels and key performanceindicators.
Create, maintain and manage Service Level and Operation Level Agreementsbetween the NDC and customers. Initiate the approval and sign-off process fornew OLAs. Maintain the lifecycle of existing OLA.
Manage and maintain the NDC request and demand process. Initiate andtrack follow up activities between the NDC customer and the NDC projectmanagement team in for requests and demands.
Support the NDC customers in providing and describing their requests anddemands.
Collaborate with and support the virtual competency teams within the ITTorganization as well as the Daimler IT initiatives and rollout projects for allprocesses related to the NDC Service Level Management.
Lead of NDC Implementation for Service Portal based on Service Nowincluding Integration of automation.
Software Asset Management (SAM) tracking for NDC.
Bachelor's Degree(Accredited School) or equivalent work experience with emphasis in:
· Business Administration
Must have 5 years of experiencein the following
Administration: GeneralKnowledge of administrative procedures, process/project development, and systemprocedures.
Business – General:General Knowledge of fundamental business practices and concepts that impactthe success and profitability of the organization.
Processing: Proficient Knowledge of processes, quality control, costs, andother techniques in order to achieve maximum efficiency.
Quality Assurance: Knowledge of accounting standards, statistical analysis,precision measurement, and process capability.
· Experience in managing Service LevelAgreements and Service Level Reports for IT Services within a data center
· ITIL certification
No Sponsorship / Visa Transfer Available
Must be able to work flexible hours/work schedule
Work Holidays whenrequired
Work weekends whenrequired
Mercedes-Benz USA is committed to fostering an inclusive environment thatappreciates and leverages the diversity of our team. We provide equalemployment opportunity (EEO) to all qualified applicants and employees withoutregard to race, color, ethnicity, gender, age, national origin, religion,marital status, veteran status, physical or other disability, sexualorientation, gender identity or expression, or any other characteristicprotected by federal, state or local law.