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Siemens Service Operations Manager m/f/d Portugal, Amadora 394057361
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• 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.
• 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.
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.
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