IT Operations Manager - English Speaker (m/f/d)
Siemens
Job Description
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Full Time / Part Time
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Siemens Global Business Services (GBS) enables Siemens units worldwide and external customers to accelerate their business transformation into a sustainable and digital future.
Our portfolio comprises services driven by expertise and the latest technology – with a strong focus on innovation and digitalization in areas like business administration, human resources, supply chain management, sales, marketing, and engineering.
In our GBS Western Europe and Africa Hub we are already more than 1400 connected people, from over 57 different nationalities spread across 14 countries.
GBS Digital Solutions offer innovative technology solutions and customer-oriented digitalization services and co-develop digital solutions to solve our customers business challenges, leveraging our modern technology layer and partner ecosystem. We consult them with our holistic, 360° digital advisory service, encompassing the data-driven discovery of digitalization potential along their business processes.
Want to know more about GBS? Check out here!
Are you ready to be part of the change and help us make real what matters?
Your mission will be…
- Coordinate service delivery, take accountability, and report performance (Service Levels. critical metrics and Costs) of each individual IT service.
- Building strong partnership relationships with our providers, IT business partners and our business customers.
- Handle ongoing IT Initiatives and onboard changes on a controlled fashion to the Global Business Services world.
- Drive any regulatory and compliance related topics together with our Provider Management and Risk and Compliance chapters.
- Handle critical issues and customer complaints of service owners and proactively discuss issues with our management.
- Take care of all major incidents and represent GBS at the crisis meetings. Communicate status updates to GBS management and business customers.
- Deliver accurate and regular performance and consumption reports to the management upon periodically and upon request.
- Act as a Demand Manager for new internal customer requests (Integration of new services, New Incident Management module requirements, features, etc.).
- Coordinate the integration of the new service/solution in the ServiceNow Incident Management module and support framework (Including Integrated Service Desk Enablement).
- Assess User Experience aspects of any new or transformed service/feature to always achieve user satisfaction.
- Coordinate and handle migration activities as a Project Member and representative for customers.
- Supervise the overall Incident Management Process performance.
- Documentation of processes and process optimizations.
- Identify proactively critical areas impacting the correct process execution and the user satisfaction.
- Have an analytical mentality for orchestration the different aspects of the Incident Management process, composed by multiple services, and driven by multiple providers.
- Involve and coordinate providers and responsible for Incident Management Operations.
We are looking for someone with…
- Bachelor’s degree (or similar) in management, communications, or IT (preferable).
- Several years of experience in similar roles.
- Experience in ServiceNow or other ticketing tools.
- Consolidated and shown expertise on Service Desk practices and L1/L2 IT support.
- Advance Knowledge on additional ITSM processes & ITSM modules of Service Now (e.g. Major Incident-, Knowledge- and Complaint-, Service Request Management).
- Excellent oral and written skills in English (required), German is a plus.
- Good communication and networking skills in an intercultural environment and across all management levels.
- In-depth knowledge of critical issue processes, incident management, and other disciplines related to service delivery.
- Ability to handle and prioritize tasks efficiently.
- Experience in dealing with third party-provided services.
- Confirmed resource planning and problem-solving skills.
- Strong Microsoft Office skills (specially Excel).
- Knowledge of ITIL principles, DevOps, and agile Project Management methodologies.
- Proven presentation & reporting skills.
- Eagerness to learn new technologies.
- Proactive & Teammate mentality are a must!
What you can expect from us…
A hybrid and flexible working model to promote a better work-life balance, along with a budget for home office support and the opportunity to do 16 hours a year of volunteer work. A health insurance, access to our on-site medical center, plus the chance to join sports groups.
In addition, you'll have access to online learning platforms and discounts with our partners. A shuttle bus to commute to the facilities and the possibility of financial support to your studies.
What makes us proud as an employer:
- Merco – Companies and Leaders with the Best Reputation in Portugal (#1 Technology/Manufacturing)
- Forbes – World’s Best Employers (#1 Engineering & Manufacturing)
- LinkedIn – LinkedIn Top Companies (#2)
- OnStrategy – REPSCORE 2024: Brands’ Reputation in Portugal (#1 Engineering & Electronic Services)
- Fortune – World’s Most Admired Companies (#1 Industrial Machinery)
- SSON – Top 20 most admired Shared Services Organizations and Global Business Services in 2024
Please attach your CV in English.
#Siemens #PeopleAtSiemens #GBSpartnerofchoice
Siemens is committed to creating a diverse environment and is glad to be an equal opportunity employer. We strongly encourage applications from a diverse talent pool!
