SENIOR IT BUSINESS SERVICE & PROCESS CONSULTANT

 About Mercedes‑BenzMercedes‑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, SpainLocated 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 (hiking, cycling, surfing), and a strong sense of community—an attractive base for you and your family. Work with impactAt the Vitoria site, you’ll collaborate with international partners, apply modern technologies, and take ownership for meaningful deliverables that support our vehicles, plants, and customers. We value openness, direct communication, and teamwork—and we give you the space and responsibility needed to make a difference. 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 ResponsibilitiesBusiness service management & operational excellence

·     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.

·     Advise business and IT units on sustainable improvements that strengthen operational stability and service quality.

Process analysis, consulting & solution design

·     Analyze, design, document and optimize end-to-end business and IT processes for efficiency, quality, and scalability.

·     Elicit and validate business and technical requirements; 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.

Data, analytics & AI enablement

·     Create and strategically use dashboards, trend analyses, and root-cause insights to support decisions and process improvement.

·     Apply analytics, process mining and AI to identify patterns, support forecasting and optimize operational processes.

·     Collaborate with Data & AI and platform teams on data requirements, quality expectations and suitable solutions.

Project, transformation & stakeholder leadership

·     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; monitor deliverables, performance, quality, costs and corrective actions.

·     Ensure compliance with information security, data protection, business continuity and corporate governance requirements.

Candidate Profile

·     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, including management-level reporting.

·     Demonstrated leadership of complex cross-functional projects or transformation initiatives, ideally with international scope.

·     Experience steering internal and external partners and working effectively 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; industrial or automotive experience is desirable.

 

Key SkillsCapability and expected senior-level proficiency:·         Business & process: End-to-end process analysis, requirements of engineering, service design, and value-oriented consulting.

·         Service management: ITIL-oriented governance, KPI/SLA management, incidents, problem, and knowledge processes.

·         Delivery leadership: Program/project management, agile methods, risk, dependency, and escalation management.

·         Data & insight: Power BI or comparable visualization, data models, trend/root-cause analysis and process mining.

·         Technology fluency: IT infrastructure, cloud and platform concepts, ServiceNow and Data & AI solution lifecycles.

·         Stakeholder influence: Executive communication, facilitation, negotiation, conflict management, and supplier governance.

·         Ways of working: Structured, analytical, pragmatic, proactive, accountable, collaborative, and results focused.

 

Additional Desirable Qualifications

·     Postgraduate studies or certifications in IT Service Management, Project Management, Information Security, cloud, data or AI.

·     Knowledge of ITIL, PMI, PRINCE2 or comparable frameworks; experience with large-scale transformation programs.

·     Familiarity with Power BI, Python, SQL, Spark, Databricks, Microsoft Fabric, Azure/AWS, Azure DevOps and Git.

·     Understanding of data products, ETL/API pipelines, data quality, FinOps, Docker/Kubernetes and production-grade Data & AI delivery.

·     Experience with legacy/mainframe environments, vendor and contract management, budget planning or financial controlling.

 

Languages

·         English mandatory, fluent / Meetings, negotiations, presentations, and technical discussions internationally.

·         Spanish mandatory, fluent / Meetings, negotiations, presentations, and technical discussions internationally.

·         German desirable, B1/B2+ / Communication with corporate stakeholders, suppliers, and international teams.

 

Success Profile

Combines business orientation with strong technical understanding, creates clarity in complex environments, and takes ownership from analysis through implementation. Build trust across organizational boundaries, uses data to improve decisions and focuses on stable services, scalable processes, and measurable business value.

 

Contact

Ricardo Tolosa         PT/TEGO             ricardo.tolosa@mercedes-benz.com