Service Operations Manager (m/f/d)

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…

• Service Delivery Oversight: Oversee the delivery of IT services, ensuring they meet established service levels, KPIs, and cost targets. Take accountability for the performance of each individual IT service.

• Stakeholder Relationships: Build and maintain strong partnerships with providers, IT business partners, and business stakeholders to ensure alignment and effective collaboration.

• Escalation Management: Escalate performance-related issues and customer complaints to service owners. Proactively discuss customer demands with associate providers to ensure timely resolution.

• Documentation Management: Maintain comprehensive documentation of service and operations processes, including configurations, procedures, and incident resolution workflows.

• ITIL Process Ownership: Take ownership of all ITIL processes, including Change, Incident, Problem, Demand, and Knowledge management.

• Performance Reporting: Provide accurate and regular performance and consumption reports to management periodically and upon request

• Continuous Improvement: Drive continuous improvement initiatives to enhance the efficiency, reliability, and scalability of services and operations.

We are looking for someone with…

• Bachelor's or Master's Degree in Computer Science or related Engineering field or equivalent practical experience;

• Eagerness to learn new technologies;

• Excellent oral and written skills in English / German is a plus;

• Min 3 years of experience in similar role;

• Experience in dealing with third party-provided services;

• Good communication and networking skills in an intercultural environment and across all management levels;

• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery;

• Ability to manage and prioritize tasks efficiently;

• Solid resource planning and problem-solving skills;

• Relevant certifications in IT service management (e.g.  ITIL, Scrum Master, Agile methodologies) are a plus. 

• Excellent oral and written skills in English.