Senior IT Business Service & Process Consultant
Mercedes-Benz Espana, S.A.U.Vitoria, Spain (Hybrid)
About Mercedes-Benz
Mercedes-Benz is one of the world’s most admired brands—standing for innovation, safety, quality, and design. Across our global network, we’re transforming how people and goods move by scaling software-defined products, data-driven operations, and sustainable manufacturing.
Why Vitoria, Spain
Located in the heart of the Basque Country, Vitoria-Gasteiz offers the best of both worlds: a welcoming, green city with an outstanding quality of life, and fast connections to the Atlantic coast and mountain regions. Expect a vibrant food culture, outdoor lifestyles, and a strong sense of community.
Your Role
Drive the governance, continuous development and optimization of business-critical IT services and end-to-end processes, combining operational stability, service management, data-driven decision-making and innovation. Act as a senior interface between business functions, IT teams, architects and external providers, translating needs into scalable solutions and measurable improvements.
Core Responsibilities
- Manage defined business services, ensuring transparency, performance monitoring, and alignment with business expectations.
- Define and improve KPIs, SLAs, dashboards and service reporting; identify trends, weaknesses and corrective actions.
- Analyze, design, document and optimize end-to-end business and IT processes.
- Elicit and validate business and technical requirements and translate them into specifications, user stories and use cases.
- Design and support cross-system solutions aligned with enterprise architecture, technology standards, and business priorities.
- Ensure process quality and governance in ServiceNow and related IT service management platforms.
- Apply analytics, process mining and AI to identify patterns, support forecasting and optimize operational processes.
- Lead complex cross-functional initiatives from concept through implementation and rollout in international environments.
- Define scope, objectives, milestones, governance, dependencies, risks, budgets and quality expectations.
- Steer agile interdisciplinary teams and prepare executive reports, presentations and decision proposals.
- Coordinate suppliers and internal partners and monitor deliverables, performance, quality, costs and corrective actions.
- Ensure compliance with information security, data protection, business continuity and corporate governance requirements.
Qualifications
- University degree in Business Informatics, Computer Science, Information Technology, Data Science, Engineering, Mathematics, Statistics or comparable qualifications.
- Several years of experience as an IT Business Service Manager, Business Analyst, Process Manager, IT Consultant, Product Owner or comparable senior role.
- Proven experience in IT service management, operational processes and Major Incident Management.
- Demonstrated leadership of complex cross-functional projects or transformation initiatives, ideally with international scope.
- Experience steering internal and external partners and working with technical and non-technical stakeholders.
- Solid understanding of IT infrastructure and service landscapes, including network, datacenter, cloud, workplace, service desk and cybersecurity.
- Practical experience with analytics, BI, process mining, data or AI use cases.
Languages
- English mandatory and fluent.
- Spanish mandatory and fluent.
- German desirable at B1/B2+ level.
Contact
Ricardo Tolosa, PT/TEGO, ricardo.tolosa@mercedes-benz.com