We are seeking a detail-oriented and process-driven Release, Demand and Incident specialist to lead the end-to-end planning, coordination of SPM@Asia system changes and releases across Mercedes Benz Parts and logistics systems landscape. This cross-functional role also owns the end-to-end incident management process, ensuring timely resolution of SPM@Asia related incidents.

Responsibilities & Key Outcomes:

Release & Change Management:

• Plan and manage release cycles for SPM@Asia.
• Ensure all releases comply with change management processes and are assessed for operational risk, impact, and readiness.
• Maintain a forward-looking release calendar and ensure transparent communication to internal and external stakeholders
• Conduct release planning meetings and lead washing machine sessions to assess and approve changes.
• Coordinate with Line Function Lead, MBRDI, Global team to validate and deploy changes with minimal operational impact.
• Monitor post-release stability, log issues, and lead root cause analysis for failed or degraded changes.

Demand Management:

• Manage the intake, evaluation, and prioritization of business demands—ranging from system enhancements and change requests
• Facilitate prioritization workshops with business and IT leads to align demands with capacity, operational windows, and release slots.
• Support budgeting and resource planning through analysis of historical and forecasted demand.

Incident Response & Coordination:

• Lead and coordinate the response to high-priority incidents, including assembling the right technical teams and driving resolution efforts.
• Ensure effective communication with internal and external stakeholders.
• Provide regular updates and impact assessments to senior management and affected users.
• Escalate issues appropriately based on defined SLAs and business impact.

Process Management:

• Ensure all incidents are logged, categorized, prioritized, and resolved in accordance with SLA
• Ensure incidents are properly documented and analyzed to identify trends, recurring issues, or improvement opportunities.

    Root Cause Analysis & Continuous Improvement:

• Facilitate post-incident reviews (PIR) and ensure the implementation of corrective and preventive actions.
• Work with problem management teams to identify root causes and track resolution of underlying issues.
• Continuously review and improve the incident management process, tools, and reporting.

Education & Experience:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• A minimum of 4-5 years of experience in release, demand and incident management
• Proven experience working on international projects, with a focus on project management and coordination across diverse teams.

Specific Knowledge & Skills:

• Project management skill: Experience as a sub-project lead in international SAP projects, including the coordination of global, cross-functional teams and the application of both traditional and agile project management methodologies (e.g. SCRUM, SAFe), using tools such as JIRA, Confluence, and ServiceNow
• Analytical & Problem-Solving Skills: Strong analytical capabilities with a keen eye for detail, critical thinking, and problem-solving skills to address complex business challenges.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to present complex concepts clearly and effectively to both technical and non-technical stakeholders.
• Proactive & Self-Motivated: Self-driven, with the ability to take initiative in learning new systems and tools, as well as the ability to adapt to changes in the business environment.
• Organizational Skills: Excellent planning, organizational, and time management abilities, with a proven track record of managing multiple tasks and deadlines efficiently.