Service Operations Manager (m/f/d)

Siemens AG; Amadora; On-site; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Belong & Innovate

Flexibility that Works

Health & Well-being

Grow Without Limits

Purpose & Perks

Job summary

Siemens Mobility is seeking an experienced IT Service Delivery Manager to oversee service delivery, drive KPIs, and manage provider relationships within a Hybrid work model in Portugal. You will lead controlled onboarding of changes, ensure regulatory compliance, and own ITIL processes across multiple IT services.

The role requires 5+ years in similar roles, strong communication, and knowledge of ITIL, DevOps, and project management. English is essential, German is a plus.

Qualifications

• Bachelor's or Master's degree in CS/engineering or equivalent
• 5+ years of experience in service delivery roles
• Experience with third-party services and provider management
• Strong communication across cultures and management levels
• Knowledge of ITIL, DevOps and project management methodologies
• Excellent written and spoken English (German a plus)

Responsibilities

• Oversee service delivery, report performance, KPIs and costs
• Build strong partnerships with providers, IT business partners, stakeholders
• Manage ongoing IT initiatives and controlled onboarding to GBS
• Drive regulatory and compliance topics with Provider Management and Risk & Compliance
• Escalate performance issues and discuss customer demands with providers
• Own ITIL processes: Change, Incident, Problem, Demand, Knowledge
• Represent GBS at crisis meetings and update management
• Provide regular performance and consumption reports to management

Skills

Eagerness to learn

English proficiency

German language (nice to have)

Strong communication

Task prioritization

Escalation management

ITIL & DevOps knowledge

Education

Bachelor's or Master's Degree in Computer Science or related Engineering field

Tools

ITIL

DevOps

Project Management

Job description

At Siemens, we build technology solutions to shape the world we live in. We transform industries and societies by combining the real and digital worlds. With over 300.000 of the world’s most forward-thinking minds and the power of a presence in more than 190 countries, we make a truly global impact.

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!

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

What role will you play?

• Oversee 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 stakeholders.
• Manage 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.
• Escalate performance related issues and customer complaints to service owners and proactively discuss with the associate providers our customer demands.
• Take ownership of all ITIL process (Change, Incident, Problem, Demand, Knowledge management).
• Represent GBS at the crisis meetings. Communicate status updates to GBS management and business stakeholders.
• Provide accurate and regular performance and consumption reports to the management upon periodically and upon request.

What do you need to have

• 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 5 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.
• Knowledge of ITIL principles, DevOps and Project Management methodologies
• Excellent oral and written skills in English.

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

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!