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IT Operations Manager (m/f/d)

Job ID
505190
發布時間
08-五月-2026
組織
Smart Infrastructure
工作領域
Information Technology
公司
Siemens S.A.
經驗等級
高級專業人士
工作职位
全職
工作模式
混合型（遠端/辦公室）
工作性質
長期
地點
  • 阿馬多拉 - 里斯本 - 葡萄牙
Create a better #TomorrowWithUs 🚀

At Siemens, we build technology solutions to shape the world we live in. We transform industries and societies by combining the real and digital worlds. With over 300.000 of the world’s most forward-thinking minds and the power of a presence in 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 generations to come. We bring value to the business digitalization transition, from Portugal to the world, 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.
With a decade of history and around 1.600 experts, the Portugal Tech Hub is the [1] home of the new technologists - Dream Builders, Impact Creators & Future Makers.
Are you one of them? Come join us! ⭐

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.
This 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

Incident Management
  • Drive major incident handling and communication
  • Monitor trends and recurring incidents

Service Request Management
  • Ensure efficient and standardized fulfillment of user requests

Problem Management
  • Perform root cause analysis and manage problem backlog
  • Coordinate corrective and preventive measures

Knowledge Management
  • Own and continuously improve the User Support knowledge base
  • Promote knowledge reuse and self-service (shift-left)

 Team Leadership
  • Manage, coach, and develop IT User Support teams
  • Ensure adequate skills, coverage, and onboarding

Performance & Continuous Improvement
  • 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


What makes us proud as an employer:
  * Merco - Companies and Leaders with the Best Reputation in Portugal (#1 Tecnology/Manufacturing)
  * Forbes - World’s Best Employers (#1 Engineering & Manufacturing)
  * LinkedIn - LinkedIn Top Companies (#2)
  * OnStrategy - REPSCORE 2024: Brands’ Reputation in Portugal (#1 Engineering & Electronic Services)
  * Fortune - World’s Most Admired Companies (#1 Industrial Machinery)
  * Teamlyzer - Company with the Best Interviews (#1 Technology)

Please attach your CV in English.
  #Siemens #PortugalTechHub
 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!