About Us
Mercedes-Benz USA, headquartered in Atlanta, GA 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.
Primary Purpose
The Daimler NAFTA data center (NDC) provides professional IT Infrastructure services for Daimler entities worldwide. This position includes supporting Daimler locations in the America’s incl. USA, Canada, Mexico, Brazil and Argentina based on strong network and collaboration with the counterparts in Germany, Europe and Asia.
This position is responsible for the plan, control, design, development, implementation and maintenance of the service catalogue, service descriptions, service calculations and service levels as well as KPI for all IT Infrastructure services provided out of the NDC and support the implementation and improvement of processes, tools and systems in close collaboration with the local, regional and global IT departments as well as IPS Management in NAFTA as well as Germany.
Job Deliverables
Validate the NDC service descriptions, make recommendations for optimization, support the service responsibilities and supervisors in developing and optimizing the descriptions and ensure the compliance with the Daimler standards, policies and regulations. Manage the integration and update process 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 NDC portfolio. Guide and support the service responsibilities in creating and providing new service calculations as well as reviewing and adjusting existing cost calculations on a yearly base.
Create and provide reports for the NDC customers related to their Service and Operational Level Agreement and the services delivered throughout the reporting period based on the defined service levels and key performance indicators.
Create, maintain and manage Service Level and Operation Level Agreements between the NDC and customers. Initiate the approval and sign-off process for new OLAs. Maintain the lifecycle of existing OLA.
Manage and maintain the NDC request and demand process. Initiate and track follow up activities between the NDC customer and the NDC project management team in for requests and demands.
Support the NDC customers in providing and describing their requests and demands.
Collaborate with and support the virtual competency teams within the ITT organization as well as the Daimler IT initiatives and rollout projects for all processes related to the NDC Service Level Management.
Lead of NDC Implementation for Service Portal based on Service Now including Integration of automation.
Software Asset Management (SAM) tracking for NDC.
Education
Bachelor’s Degree (Accredited School) or equivalent work experience with emphasis in:
· Accounting
· Business Administration
· Computer/Information
· Science
· Economics
· Finance
Must have 5+ years of experience in the following
Administration: General Knowledge of administrative procedures, process/project development, and system procedures.
Business – General: General Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization.
Processing: Proficient Knowledge of processes, quality control, costs, and other techniques in order to achieve maximum efficiency.
Quality Assurance: Knowledge of accounting standards, statistical analysis, precision measurement, and process capability.
Key Skills/Knowledge/Experience
· Experience in managing Service Level Agreements and Service Level Reports for IT Services within a data center
· ITIL certification
Additional Information
No Sponsorship / Visa Transfer Available
Must be able to work flexible hours/work schedule
Travel domestically
Work Holidays when required
Work weekends 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.
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