Cloud Experience Manager - SaaS Operations Lead

Siemens Digital Industries Software; Ciudad de México; On-site; MXN 600,000 - 1,000,000; Full time

Job summary

Siemens Digital Industries Software is seeking a Cloud Experience Manager within CORE to lead cloud operations governance and customer lifecycle management from onboarding through renewals. You will collaborate with global stakeholders, manage risks and drive improvements in security, compliance and service delivery.

The role requires mid-to-senior level ITIL experience, SaaS/cloud operations in an enterprise setting, and strong client-facing communication skills.

Qualifications

• Experience working in an ITIL environment; ITIL certification desirable.
• Experience managing SaaS or Cloud Operations in enterprise environments.
• Experience in managing application support projects.
• Customer-facing operations experience in software business is a plus.
• Strong stakeholder management and customer-facing communication skills.
• Knowledge of security, compliance, and operational risk management.
• Strong analytical and problem-solving capabilities.

Responsibilities

• Maintain operational governance within the regional CORE team and governance
• Manage customer engagement from onboarding to SaaS renewals and offboarding
• Risk and issue management including planning, analysis, and response
• Monitor project progress, resolve issues and initiate preventive actions
• Review contracts for risks, opportunities and obligations
• Manage customer support requirements and project scope to meet objectives
• Stakeholder management internal and external to Siemens and manage expectations
• Drive customer communications for outages and escalations for CORE leadership
• Drive innovation and improvements within operations
• Track project cost escalations and inform leadership proactively
• Ensure compliance with SLAs, OLAs, security standards
• Manage service health dashboards, KPIs and leadership reporting
• Oversee capacity planning, environment management and release readiness
• Support customer escalations and executive service reviews

Skills

ITIL Experience

SaaS Operations

Cloud Operations

Customer-facing

Stakeholder Management

Security & Compliance

Analytical Troubleshooting

Job description

Siemens Digital Industries Software is seeking a Cloud Experience Manager within CORE to lead cloud operations governance and customer lifecycle management from onboarding through renewals. You will collaborate with global stakeholders, manage risks and drive improvements in security, compliance and service delivery.

The role requires mid-to-senior level ITIL experience, SaaS/cloud operations in an enterprise setting, and strong client-facing communication skills.