Senior Operations Manager

• Own end-to-end operational excellence for the IVS-R platform across both on-premises and AWS cloud environments.

• Act as the primary operational coordination point between Development, Operations, Architecture, Product Owners, Business Stakeholders, Markets, Infrastructure Providers, and Support Teams.

• Understand the end-to-end IVS-R business process and assess operational impacts across markets, ordering processes, interfaces, and downstream consumers.

• Ensure stable operation of one of BMW's most business-critical ordering platforms while supporting the ongoing cloud transformation strategy.

• Drive short-term operational stabilization initiatives and long-term operational improvement programs.

• Coordinate incident, problem, change, release, and escalation processes across all involved parties.

• Facilitate communication during major incidents and ensure transparent stakeholder communication up to management level.

• Analyze operational risks, identify service gaps, and proactively initiate mitigation activities.

• Act as the operational counterpart for feature teams, ensuring operational requirements are integrated into development and cloudification activities.

• Coordinate go-live readiness, rollback preparedness, hypercare phases, and transition activities during the IVS-R cloudification journey.

• Ensure observability, monitoring, alerting, operational documentation, support models, and runbooks remain aligned across on-premises and cloud environments.

• Monitor operational KPIs, SLAs, incident patterns, recurring defects, and service trends to identify optimization opportunities.

• Facilitate cross-functional workshops and align stakeholders with conflicting priorities.

• Support strategic planning regarding operational readiness, capacity planning, support concepts, and future operating models.

• Drive knowledge transfer between Munich, Hub teams, development teams, operations teams, and external partners.

• Fulfil the role as Operations Lead, Stakeholder Manager, Incident Coordinator, Service Owner Representative, communication hub, and outward-facing link for IVS-R.
  

Operations & Leadership

• 8+ years of experience in IT operations, service management, or operational leadership.

• Strong ability to understand interactions between business processes, system landscapes, stakeholders, and operational impacts.

• Experience leading complex discussions involving business, technical, and management stakeholders.

• Excellent moderation, communication, negotiation, and escalation-management capabilities.

• Ability to translate technical issues into business-relevant impacts and vice versa.

• Strong ownership mentality for operational stability and customer satisfaction.

• Experience working in highly distributed international organizations.

Technical Background

• Strong understanding of enterprise Java applications and large-scale system landscapes.

• Good understanding of AWS cloud services and containerized environments.

• Familiarity with Kubernetes, Docker, monitoring, observability, CI/CD, and DevOps principles.

• Understanding of hybrid environments combining legacy on-premises components with cloud-native services.

• Experience with incident management, problem management, change management, and operational governance.

• Knowledge of monitoring and observability platforms such as Grafana, Prometheus, ELK/OpenSearch, CloudWatch, and related tooling.
  

• ITSM: Incident, Problem, Change, and Major Incident Management

• Service Operations and Operational Governance

• Stakeholder Management

• Escalation Management

• Cross-functional Communication

• Risk and Dependency Management

• Operational Readiness

• Release and Go-Live Coordination

• AWS Cloud Fundamentals

• Hybrid On-Premises and Cloud Operations

• Monitoring and Observability

• DevOps and Agile Collaboration

• Capacity Planning

• KPI and SLA Management

• Root Cause Analysis

• Business Process Understanding
  

• IVS-R product knowledge.

• Vehicle order lifecycle understanding.

• Experience with large-scale ordering systems.

• Experience supporting cloud migration programs.

• Automotive retail or sales systems experience.

• Knowledge of PIC processes.

• Experience working with globally distributed delivery hubs.

• AWS certification, ITIL certification, or Service Management accreditation.