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Service Manager for UseIT

Job Description

Overview 
As part of the User Engagement team, we seek an experienced, dynamic, reliable, self-starter to assist in user engagement activities for Siemens Healthineers employees. This position is an excellent opportunity to experience various aspects of IT Service Management in combination with User Engagement while being part of driving the internal digitalization at Siemens Healthineers.

With UseIT, we are establishing one single source of truth and the first point of reference for the end users for all IT related topics regarding the Digital Work Environment. Information on IT Changes and Projects is being prepared and communicated in a way that is easily understandable to end users across various channels.
As Service Manager for UseIT you will be responsible for the development, coordination, and implementation of concepts for internal communication platforms, knowledge management, user engagement and community management.

Task and Responsibilities 
• Further develop the UseIT Service and in collaboration with the Business Engagement Partners
• Identify, capture, and further detail IT demand from the stakeholders
• Manage business/customer expectations, feedback, compliments, and complaints
• Serve as point of escalation for issues related to the services provided
• Manage day to day service operations, source and deliver components of standard services
• Ensure content and information provided is always up-to-date
• Is responsible for managing the product /service backlog 
• Communicate service charging and service performance elements as per SLAs – Check for clarity/accuracy
• Is responsible for budget and forecast management for the services provided

Required Education, Experience and Knowledge/Skills
• Advanced degree in Information Technology, Business Administration, Communications or similar
• At least 3 years of IT Service Management experience
• Expertise in Knowledge Management and Information Architecture 
• Advanced knowledge of Microsoft 365 applications, esp. SharePoint Online, Teams, and Yammer 
• Ability to communicate and work effectively in a multi-cultural environment 
• Ability to collaborate remotely with the global team
• Strong interpersonal skills to communicate to Stakeholders across the matrix organization
• Self-starter, capable of working with very little supervision, good organizational skills, excellent team player, taking initiative, with a firm understanding of the final goal to be achieved
• High service orientation and focus on user experience

Organization: Siemens Healthineers

Company: Siemens Healthcare Private Limited

Experience Level: Experienced Professional

Job Type: Full-time

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