The IT Operations Manager – User Support Services is accountable for the end-to-end operational management of the IT User Support organization within SI IT.The role ensures stable, reliable, and customer-focused IT service delivery by leading daily operations of Incident, Request, Problem, and Knowledge Management in line with ITIL best practices.Key AccountabilitiesOverall operational ownership of SI IT User Support servicesService stability, availability, and user satisfactionCompliance with ITIL processes and SI IT governance standardsContinuous improvement of support quality, efficiency, and automation Leadership and development of IT support teamsResponsibilities & Key ActivitiesService Operations ManagementLead and coordinate day-to-day IT support operationsEnsure SLA/OLA compliance across Incident, Request, and Problem ManagementDrive major incident handling and communicationMonitor trends and recurring incidentsService Request ManagementEnsure efficient and standardized fulfillment of user requestsPerform root cause analysis and manage problem backlogCoordinate corrective and preventive measuresKnowledge ManagementOwn and continuously improve the User Support knowledge basePromote knowledge reuse and self-service (shift-left)Manage, coach, and develop IT User Support teamsEnsure adequate skills, coverage, and onboardingPerformance & Continuous ImprovementMonitor KPIs, SLAs, and service qualityDrive operational improvements and automationKey InterfacesBusiness Units and Key UsersService Owners and Product/Application ManagersDevOps and 3rd Level Support TeamsIT Governance and VendorsRequired Qualifications & ExperienceITIL Certification (ITIL v3 or ITIL 4)Proven experience in IT Operations or IT Service ManagementStrong background in Incident, Request, Problem, and Knowledge ManagementExperience managing operational support teamsExperience with ITSM tools (e.g., ServiceNow / myIT)Strong operational and analytical mindsetExcellent communication and stakeholder management skillsAbility to manage high-pressure situations (Major Incidents)Customer-focused and process-oriented approachSiemens 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!#J-18808-Ljbffr