Client
Mercedes-Benz Vans
Industry
Automotive
Service partner
ServiceJi
Delivery model: Outsourced managed services
The challenge
Mercedes-Benz Vans operates complex, high-visibility digital platforms that support brand, product, and customer engagement. These platforms require reliable day-to-day operations, technical expertise across CMS and cloud infrastructure, and structured service delivery aligned to enterprise governance standards.
Mercedes-Benz Vans required a partner that could operate within a global agency ecosystem, provide consistent managed services, and support both operational and technical needs across CMS, cloud infrastructure, and service desk functions. The engagement also needed to support knowledge transfer, structured onboarding, and scalable support models as platform and organisational needs evolved.
To meet these requirements, Mercedes-Benz Vans engaged ServiceJi as an offshore managed services delivery partner.
The solution
ServiceJi delivered managed digital platform services for Mercedes-Benz Vans, operating as part of a broader agency-led delivery model.
The scope included day-to-day managed services delivery, combining service desk operations with technical and engineering support. ServiceJi provided resources across CMS, platform, and cloud support, including Sitecore and AWS, ensuring platforms remained stable, monitored, and well supported.
ServiceJi supported AWS infrastructure monitoring and operational support across multiple environments, working with defined service windows and alerting mechanisms. Monitoring tools and alarms were configured to provide visibility into platform health, with structured incident handling and escalation processes in place.
In addition to live operational support, ServiceJi contributed to L2 and L3 support planning, including knowledge transfer and onboarding activities with agency technology teams. This included documentation, training, and structured handover preparation to ensure continuity of service and platform understanding.
ServiceJi also supported project and delivery coordination, working within established ticketing, documentation, and reporting processes used across the wider agency ecosystem.
The results
Within a wider agency-led delivery ecosystem, ServiceJi provided CMS, AWS monitoring and operational support for Mercedes-Benz Vans. Defined alerts and escalation workflows supported day-to-day platform operations, while L2/L3 onboarding, documentation and knowledge transfer helped teams prepare for changing support requirements. The engagement illustrates coordinated managed services delivery across multiple technical and agency partners.
Why this matters
This case study illustrates how managed digital platform services can support large, global organisations operating within agency-led delivery models.
By combining service desk operations, CMS and cloud support, and structured knowledge transfer, ServiceJi enables enterprises to maintain reliable digital platforms while aligning with broader delivery ecosystems and governance requirements.
For organisations managing complex digital estates across multiple partners, this approach provides operational stability, flexibility, and long-term resilience.
Learn more about managed digital platform services for enterprise organisations and how they support complex, multi-partner delivery models.
Explore more examples of how ServiceJi supports complex platforms in our case studies hub.
See our related Managed IT Support and Cloud Support services.
Mercedes-Benz Vans engagement highlights
Agency collaboration
Managed services aligned with global agency and delivery teams.
Sitecore and AWS
CMS, platform and cloud operations across multiple environments.
Structured monitoring
Defined service windows, alerts and coordinated incident escalation.
Knowledge transfer
L2/L3 support planning, documentation and onboarding to support continuity.
