Manager, Service Operations

Taleo; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Mercedes-Benz Services Malaysia in Kuala Lumpur seeks a Manager, Service Operations to lead the technology vision and roadmap across platforms, driving cost efficiency and operational excellence.

The role manages incidents, service requests, and application support across all markets, requiring strong automotive financial services domain knowledge and excellent stakeholder management. You will influence cross-functional teams and ensure effective governance.

Qualifications

• Graduate or Post Graduate degree in Information Technology or equivalent.
• Strategic thinking and IT technical skills.
• Strong interpersonal and communication skills.
• Self-initiative and flexibility in workload.
• Ability to learn quickly and manage multiple tasks.

Responsibilities

• Lead and coach service operations teams to deliver projects and meet objectives.
• Serve as Service Operations Lead for OneX AAP markets, ensuring stable support services.
• Collaborate with stakeholders to identify needs and optimize processes.
• Understand business processes and prioritize initiatives by impact and value.
• Coordinate with business teams, vendors, and management to maintain visibility of operations.
• Identify operational and enhancement initiatives with system analysts and vendors.
• Manage ASCENT application landscape and its architecture.
• Assess IT changes’ impact on critical processes and minimize disruptions.
• Maintain and update comprehensive documentation of applications.
• Provide regular progress and risk updates to stakeholders.

Skills

Strategic thinking

IT technical skills

Interpersonal skills

Self-Initiative

Multi-tasking

Communication with stakeholders

Education

Graduate / Post Graduate degree in Information Technology

Tools

ASCENT application

Job description

Job Description - Manager, Service Operations (MER00048QD)

Description

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.

Qualifications

G raduate / 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