Oorspronkelijke vacature omschrijving:

The organisation

Our home base is the Mercedes-Benz Customer Assistance Center Maastricht , which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.

1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.

The main goal of the IT Performance Manager is to guide and support organizational improvements, by gathering, analyzing, and presenting performance data.

This is a role in the IT department of the Mercedes-Benz Customer Assistance Center (CAC), which has grown from being the local IT Provider for the CAC to being the Global Service Provider for the core CRM application of Mercedes-Benz AG worldwide. In total up to 20.000 dealers and 2000 call center agents worldwide make use of our applications.

Within the department of Demand Management and Governance , the IT Performance Manager will be part of an international team with colleagues from all continents, working out of the Maastricht offices, and cooperating with suppliers worldwide. Within this environment the IT Performance Manager guards that processes, activities, and measurements are put in place to ensure that goals and improvements can be met in an effective and efficient manner.

The function

Tasks & Responsibilities:

IT Process Management & Process Quality

• Setup, implement and optimize the IT reporting framework & process (IT Dashboards, KPIs and OKRs), visualizing elements like security, financials, operational excellence, customer satisfaction and innovation.
• Create data transparency in the areas of Transformation, Communication, Organizational Maturity and HR
• Translate gathered data into information to enlighten IT Management and to support in defining an annual roadmap based on this.
• Drive organizational maturity, improving the internal working model and process quality

IT Financial Controlling and supplier management

• Support the operative planning (OP, EA), budgeting, controlling in close cooperation with Finance.
• Manage the Funding to PO process and the PO to actual Process within IT, including alignment with Purchase and Controlling department regarding contracts and invoicing
• Maintain and improve financial tooling, while automating existing processes to create more efficiency
• Match costing and funding streams and make Costing Model/Allocation Model transparent

IT HR & Skill Development

• Keep track of Employee Satisfaction status and improvement needs, taking a guiding role in improvement activities;
• Maintain training Plan for the IT department in close alignment with IT management
• Support the IT department on the onboarding of resources.

IT Communication

• Responsible for the IT communication strategy, plan and channels to optimize the communications towards our businesses and users.
• Coordinate and provide input to social intranet and Newsletter on CAC and ITS/G level.

Requirements

• Bachelor or Master degree in Computer Science, Business or similar field
• At least two years of professional experience in performance management, ideally in an IT environment
• Excellent communication skills
• Analytical and curious
• Problem-solving and conflict-resolution ability
• Good organizational skills
• Excellent language skills in English (German is a plus) - both spoken and English written is required for communicating with stakeholders
• Must be an influencer and decision maker to make critical decisions in a timely manner
• Strong meeting facilitation and negotiation skills
• Excellent analytic and interpersonal skills to influence and engage colleagues, along with a broad understanding of the businesses they support
• Ability to balance the big picture with meeting the day-to-day needs of the organization
• Ability to partner with both technical and non-technical peers and stakeholders, to interact with various levels of management, and to promote cross functional collaboration
• Ability to be flexible and work accurately and outcome based, both independently and in a team environment, in a high pressure, multi-tasking environment with changing priorities
• Willingness to travel

We offer

What do we have to offer you

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.

Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.

Location

We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.

Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.

The procedure

Does this role fit your expectations for a new challenge, then please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.

For data privacy reasons, we can only accept applications via the above process.

For more information about this vacancy please contact Marie-Claire Scharis by email: marie-claire.scharis@daimler.com