IT Operations Manager - English Speaker (m/f/d)

Siemens; Amadora; Híbrido; EUR 50 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid model

Home office budget

Health insurance

Learning platforms

Shuttle service

Resumo da oferta

Siemens Global Business Services (GBS) invites you to contribute to the Western Europe and Africa Hub, coordinating service delivery and driving IT initiatives across diverse teams. You will partner with providers, business customers, and IT stakeholders to ensure high-quality service and compliant operations.

The role emphasizes incident management, continuous improvement, and AI-enabled enhancements in ITSM, with a hybrid work model and opportunities for growth within the Siemens ecosystem.

Qualificações

• Bachelor’s degree in IT or related field.
• Experience in IT service management.
• Expertise in Service Desk and L1/L2 support.
• Experience with ServiceNow or similar ITSM platforms.
• Understanding of service operations & ticket lifecycle.
• Analytical mindset for incident management.
• Translate service needs into requirements and tasks.
• Knowledge of AI/GenAI in ITSM.

Responsabilidades

• Coordinate service delivery and report performance (SLAs, KPIs, costs).
• Build partnerships with providers, IT business partners and customers.
• Onboard changes and IT initiatives in the GBS world.
• Drive regulatory/compliance topics with provider teams.
• Handle escalations and customer complaints; discuss with management.
• Own major incidents and lead crisis communication.

Conhecimentos

ITIL knowledge

Service Desk

Stakeholder mgmt

AI in ITSM

English fluency

German optional

Formação académica

Bachelor’s degree in IT or related

Ferramentas

ServiceNow

Descrição da oferta de emprego

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 Finances, Business Administration, Human Resources, Procurement, Sales and After-Sales.

In our GBS Western Europe and Africa Hub we are already more than 1500 connected people, from over 50 different nationalities spread across 14 countries. If you value diversity and innovation, you’ll feel right at home here!

Discover our purpose, culture, and what makes GBS unique! Check out here!

GBS Digital Solutions (DS)

co-create state-of-the-art solutions to boost digital business value with innovative technology and a powerful partner ecosystem. Our digital service portfolio covers: Digital Advisory Services, Business Process Management, Integration Layer, GenAI and Agentic AI, Advanced Analytics, Robotic Process Automation and Tech Operations.

Are you ready to be part of the change? Come join us!

Your mission will be…

• Coordinate service delivery, take accountability, and report performance (Service Levels. KPIs 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 escalations and customer complaints of service owners and proactively discuss escalations with our management.
• Take ownership 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 and handle integrations and migrations of new service/solution in the Incident Management module and support framework e.g. as a Project Member and representative for stakeholders.
• Drive and manage ITSM related service improvements.
• Act as business-side counterpart for ITSM enhancements, AI-enabled service improvements, and automation opportunities in the ITSM environment.
• Support and evaluate adoption opportunities to use automation & AI to improve overall operational efficiency in ITSM modules.
• Coordinate AI-related initiatives together with platform teams, providers, Service Owners, process owners and stakeholders.
• Monitor provider and vendor performance against agreed service levels, KPIs, operational commitments, improvement plans, and customer expectations.
• Manage regular provider governance meetings, service reviews, escalation follow-ups, risk discussions, and continuous improvement measures.
• Translate business and service requirements into structured demands, user stories, process requirements, and actionable provider tasks.
• Ensure that knowledge quality, process documentation, and operational data quality are sufficient to support (AI-driven) service capabilities.
• Assess User Experience aspects of any new or transformed service/feature to always achieve user satisfaction.
• Documentation of processes and process optimizations.
• Identify proactively critical areas impacting the correct process execution and the user satisfaction.

We are looking for someone with…

• Bachelor’s degree (or similar) in IT, Cyber Security or Business Information Systems or Business Administration.
• Several years of experience in IT service management, IT operations, service delivery management, application support, or a comparable service-oriented role.
• Consolidated and proven expertise in Service Desk practices, L1/L2 IT support structures, escalation procedures, and end-to-end service delivery.
• Advanced experience with ITSM processes, ITSM modules of Service Now or comparable enterprise ITSM platforms.
• Deep understanding of service operations & ticket lifecycle management.
• Strong analytical mindset to orchestrate Incident Management across stakeholders, leveraging service performance, operational data, incident trends, and root cause analysis to drive continuous improvement.
• Ability to translate service needs into requirements, process improvements, user stories, and provider implementation tasks.
• Advanced understanding of AI, GenAI, digital assistants, and automation in ITSM, with the ability to identify suitable use cases, translate operational pain points into (AI-driven) solutions, and support adoption through pilots and value-driven implementation.
• Ability to manage multiple internal and external stakeholders in complex, cross-functional service environments.
• Experience in balancing user satisfaction, provider performance, service quality, cost transparency, and operational risk.
• Solid Microsoft Office knowledge; experience with reporting, dashboarding, collaboration, or analytics tools is beneficial.
• Knowledge of ITIL principles, DevOps, agile project management methodologies and continuous improvement practices is a plus.
• Ability to manage and prioritize tasks efficiently.
• Proven resource planning, problem-solving, and coordination skills.
• Excellent verbal and written skills in English (required). Oral and written skills in German is a plus.
• Good communication and networking skills in an intercultural environment and across all management levels.
• Solid presentation & reporting skills.
• Eagerness to learn new technologies.
• Proactive & Teammate mentality are a must!

What We Offer:

• Belong & Innovate: Work in diverse teams where every idea matters and innovation grows through collaboration and trust.
• Flexibility that Works: Hybrid model, flexible hours, and a home office budget — because balance fuels performance.
• Health & Well-being: Comprehensive health insurance, mental health support, and active sports communities to keep you feeling your best.
• Grow Without Limits: Access world-class learning platforms, mentoring, and continuous development opportunities.
• Purpose & Perks: Contribute to sustainability and volunteer initiatives, enjoy partner discounts, and take advantage of our convenient shuttle service.

Siemens is deeply committed to fostering a diverse and inclusive environment. We are proud to be an equal opportunity employer and strongly encourage applications from a wide array of talented individuals!