At Siemens, we build technology solutions that shape the world we live in.
We transform industries and societies by combining the real and digital worlds, and with over 300,000 minds across more than 190 countries, we make a truly global impact.
At the Portugal Tech Hub, we take on challenges to make life easier, safer, and more sustainable for us and future generations.
We bring value to the business digitalisation transition in areas such as Artificial Intelligence, Analytics & Business Intelligence, Application Lifecycle Management, Cybersecurity, IT Infrastructure Management, IT Project & Service Management, IT Strategy, User Experience, and many more.
IT Operations Manager – User Support Services The IT Operations Manager is accountable for the end-to-end operational management of the IT User Support organisation within SI IT, ensuring stable, reliable, and customer-focused service delivery by leading daily operations of Incident, Request, Problem and Knowledge Management in line with ITIL best practices.
The role acts as a key interface between Business Units, Service Owners, Application Teams and SI IT governance, ensuring operational excellence, transparency and continuous service improvement.
Key Accountabilities Overall operational ownership of SI IT User Support services Service stability, availability and user satisfaction Compliance with ITIL processes and SI IT governance standards Continuous improvement of support quality, efficiency and automation Leadership and development of IT support teams Responsibilities & Key Activities Service Operations Management – lead and coordinate day-to-day IT support operations Ensure SLA/OLA compliance across Incident, Request and Problem Management Act as escalation point for major incidents Drive major incident handling and communication, monitor trends and recurring incidents Ensure efficient and standardised fulfillment of user requests Perform root cause analysis, manage problem backlog and coordinate corrective and preventive measures Own and continuously improve the User Support knowledge base, promote knowledge reuse and self-service Coach, develop and maintain IT User Support teams, ensuring adequate skills, coverage and onboarding Monitor KPIs, SLAs and service quality, drive operational improvements and automation Key Interfaces Business Units and Key Users Service Owners and Product/Application Managers DevOps and 3rd Level Support Teams IT Governance and Vendors Required Qualifications & Experience ITIL Certification (ITIL v3 or ITIL 4) Proven experience in IT Operations or IT Service Management Strong background in Incident, Request, Problem and Knowledge Management Experience managing operational support teams Experience with ITSM tools (e.G., ServiceNow, myIT) Key Skills & Competencies Strong operational and analytical mindset Excellent communication and stakeholder management skills Ability to manage high-pressure situations (major incidents) Customer-focused and process-oriented approach Siemens is committed to creating a diverse environment and is glad to be an equal opportunity employer.
We strongly encourage applications from a diverse talent pool!
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