Service Delivery Management

Description

Objective of job
.The delivery manager is responsible for managing and monitoring the delivery of data center services from suppliers to the respective service recipients within Mercedes-Benz.
.He/ she standardizes the change process, communicates to business partner managers and suppliers accordingly, and ensures that change manage processes are being constantly adhered to.
.The delivery manager will track the adherence to service levels, will hold regular reviews with the suppliers and will check that required improvements will be implemented.
.In case of deviations from the agreed performance, the delivery manager will engage with the suppliers to ensure timely remediation and the implementation of improvements plans where required.

Job designation
.Management of the delivery of services from suppliers
-Regular interactions with the Business Partner Managers in the Business Accelerator function to review performance, improvement needs and other observations on customer/ user experience
-Regular interactions with the suppliers to discuss performance, required changes to services, cost and allocation/ invoicing, and overall improvement opportunities.
-Track the adherence to service levels, hold regular reviews with the suppliers and ensure the required improvements can be implemented properly

.Project Management
-Plan, coordinate and implement specific IT Infrastructure and Technology & business projects
-Ensure performance quality and cost efficiency of own projects
-Ensure service and response targets are understood and achieved with efficient resource utilization
-Address project demands actively
-Collaborate closely with the Solution Designer
.Management and governance of the ITOM (Operating Model) processes
-Ensure planning of changes is according to standards defined
-Ensure communication of changes
-Ensure change success rate is managed and Improvements tracked
-Ensure release and deployment processes are defined, followed, implemented and measured
-Ensure up to date CMDB according to defined standards and processes in order to comply to all internal/external audits

.Management of the service providers
-Ensure service providers obey Mercedes-Benz's compliane policy & regulation
-Define and improve collaboration and interactive approach with providers
-Build up and retain good communication bridge between providers and end user
-Verify that invoice information provided by the supplier is matching to the services providedQualifications

Qualification
.Education
-Bachlor Degree in Computer Science, Information Systems, or equivalent higher education
.Experience
-At least 8 years working experience in Enterprise Data Center and Backbone Infrastructure Management covering Compute, Storage and DC Network
-Rich experience in supplier management and service delivery SLA/KPI performance review and escalation management
-Solid experience on Wintel, Linux, Enterprise Virtualization, Storage and Software Defined Data Center Solutions
-Experience in automation system designing & management and scripting
-Experience in working in an Agile delivery environment
-Sound working experience in a ITIL based Data Center management environment with deep understanding on Incident/Change/Request/Problem Management and CMDB usage. ServiceNow usage experience will be a plus.
-Working experience in a cross-cultural environment is an added advantage
-Strong interpersonal skills. Able to work independently and perform well under pressure with minimal supervision.
.Specific Knowledge
-Strong verbal and written in Mandarin and English skills
-In-depth knowledge in Software Defined Data Center technology and Enterprise Data Center Management
-In-depth knowledge and proven working experience on high availability infrastructure with DR capability
-In-depth knowledge and proven working experience on IT Infrastructure Service Delivery & Escalation Management
-Knowledge on mainstream OEM IT Infrastructure Hardware & Software (HPE Synergy, Primera, Dell EMC VMAX, Data Domain, Cisco Nexus, F5 Loadbalancer, Checkpoint Firewalls, VMware VCF, NSX, vSAN, , etc ).