Service Operations Manager (m/f/d)
Siemens
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…
- 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 verbal and written skills in English / German is a plus;
- Min 3 years of experience in a 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.
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.
Please attach your CV in English to your application.
Create a better #TomorrowWithUs #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!