Service Delivery Manager for Service Desk with German

A Snapshot of Your Day

The Siemens Energy IT Service Desk is the central point of interaction for IT related issues and requests, aimed to provide assistance to every SE employee in an efficient, transparent and timely manner. The Regional Service Delivery Manager is responsible for the agreed service delivery to the sites, is assigned as an escalation contact and responsible if the service delivery does not meet expectations. The Service Delivery Manager represents IT to the regional business and users of the IT services. Also, works in close relation and collaboration with the Global Service Desk Manager, in order to deliver the best possible service to the SE business.

How You'll Make an Impact

• Educate global user community how to use the IT Support processes; Introduce and monitor SE IT standards and IT Security within the assigned region of responsibility;
• Analyze performance of the Service Desk activities, ensuring stakeholders are satisfied with the Service Desk services and performance;
• Ensuring that SLAs and KPIs are met for the region of responsibility;
• Provide direct input to performance assessments of Service Desk regional lead, who was assigned by the provider;
• Oversee the management of regional Major Incidents;
• Act as an escalation point for the region;
• Provide and collect feedback about service performance to stimulate and drive continuous service improvement initiatives;
• Ownership of regional input/collation of data for improvement planning (Big Picture Issue Log);
• Act as communicator towards business within projects and ensure business is aware of their responsibilities;

What You Bring

• Bachelor's / Master's degree in the field of computer science or equal, with good experience in sere management;
• Service Assurance principles leading to user experience enhancement,Experience in Vendor Management
• Strong Experience working with ServiceNow,
• Strong knowledge and working experience in ITIL practices like Incident Management, Change Management, Problem Management, Major Incident Management, Knowledge Management,
• 7-9 years of total working experience in a similar role
• Proven track record of developing and providing SLAs and Service Desk deliverables;
• Proficiency in the German language is preferred

Who is Siemens Energy?

At Siemens Energy, we are more than just an energy technology company. With ~100,000 dedicated employees in more than 90 countries, we develop the energy systems of the future, ensuring that the growing energy demand of the global community is met reliably and sustainably. The technologies created in our research departments and factories drive the energy transition and provide the base for one sixth of the world's electricity generation.

Our global team is committed to making sustainable, reliable, and affordable energy a reality by pushing the boundaries of what is possible. We uphold a 150-year legacy of innovation that encourages our search for people who will support our focus on decarbonization, new technologies, and energy transformation.

Find out how you can make a difference at Siemens Energy: https://www.siemens-energy.com/employeevideo

Our Commitment to Diversity

Lucky for us, we are not all the same. Through diversity we generate power. We run on inclusion and our combined creative energy is fueled by over 130 nationalities. Siemens Energy celebrates character - no matter what ethnic background, gender, age, religion, identity, or disability. We energize society, all of society, and we do not discriminate based on our differences

Rewards and Benefits

• Your lunch with meal tickets
• Keep your brain fit with our trainings
• Special for books lovers - Bookster
• Stay safe and healthy with our medical subscription
• Think about your future too with Private Pension Pilon III
• Look after yourself with our Wellbeing Initiatives

https://jobs.siemens-energy.com/jobs

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