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Customer Service Support Head

Job ID
482752
Posted since
24-Oct-2025
Organization
Smart Infrastructure
Field of work
Customer Services
Company
Siemens, Inc.
Experience level
Experienced Professional
Job type
Full-time
Work mode
Hybrid (Remote/Office)
Employment type
Permanent
Location(s)
  • Manila - Rizal_ - Philippines
Transform the everyday with us.
We empower our people to stay resilient and relevant in a constantly changing world. We’re looking for people who are always searching for creative ways to grow and learn. People who want to make a real impact, now and in the future. Does that sound like you? Then it seems like you’d make a great addition to our vibrant international team.

You'll make a difference by:
  • Lead End-to-end Project Delivery: Direct the end-to-end implementation of grid software solutions across the Philippines, including project planning, budgeting, scheduling, and resource optimization.
  • Drive Service Operations Excellence: Oversee the Technical Services Support Team to ensure reliable software performance, effective issue resolution, and adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Ensure Compliance and Quality Assurance: Govern delivery processes to meet regulatory, contractual, and cybersecurity standards, maintaining alignment with corporate ITIL service management frameworks.
  • Optimize Service Delivery Processes: Implement Agile methodologies and continuous improvement initiatives to enhance support efficiency, incident response, and customer engagement.
  • Cross-Collaboration Across Global and Regional Teams: Work closely with engineering, product management, and global support organizations to ensure consistent quality, best practice sharing, and operational alignment.
  • Strategize Grid Software Services: Act as the principal interface for clients, partners, and government stakeholders, providing technical insights and contributing to regional growth strategies.
You'll win us over by:
  • Qualifications: Bachelor’s degree in Computer Science, Information Technology, or Engineering (Master’s preferred). 
  • Proven Project Leadership and Governance: Over 8 years of experience managing complex IT and grid software projects, including at least 3 years in operational management, overseeing budgets, risks, and resources to ensure operational excellence and on-time delivery.
  • Strong Industrial Experience: Proficient in power grid software applications, digital substations, or energy management systems, and experience applying ITIL and Agile frameworks in service environments.
  • Technical Expertise: Certifications such as PMP, PRINCE2, or ITIL v4 are highly valued. Additionally, skilled in using MS Project, Jira, ServiceNow, or Zendesk for project tracking, service analytics, and performance reporting.
  • Strong Communication and Stakeholder Management: Excellent ability to bridge technical and business perspectives, influence decision-making, and maintain high-impact client relationships.
What we offer 
  • Flexibility: Inclusive and flexible working environment with hybrid and remote options.
  • Welfare: Comprehensive welfare programs and health insurance extendable to your family; professional accident insurance.
  • Growth Opportunities: Continuous and individual learning journeys.
  • Inclusive Culture: A team culture where you can be yourself.
Recruitment Process: 
  • CV Screening
  • A session with our recruiter to understand your motivation & learning goals   
  • 1-2 Business Interviews
  • Offer Stage 
Come join us, and #TransformTheEveryday for everyone!
We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us.

Public Notice: Recruitment Fraud
We wish to caution jobseekers that Siemens, as a policy, does not authorize external parties/agents to conduct employment drives or extend Offers of Employment on our behalf. We do not ask for bank details, payment of any kind nor personal financial information in return for assurance of employment. Please visit our job portal for all Siemens job openings, and apply via the portal.