Chapter Head (f/m/d) First Level IT Support
Chapter Head (f/m/d) First Level IT Support
Chapter Head (f/m/d) First Level IT Support
Chapter Head (f/m/d) First Level IT Support
Siemens
Industrie und Maschinenbau
Erlangen
- Art der Beschäftigung: Vollzeit
- Vor Ort
- Zu den Ersten gehören
Chapter Head (f/m/d) First Level IT Support
Über diesen Job
Chapter Head (f/m/d) First Level IT Support
Job ID
486348
- Lisbon - Lisboa - Portugal
- Munich - Bayern - Germany
- Pune - Maharashtra - India
Are you passionate about providing consistent, unified and excellent IT Support to our 260.000 Siemens users? Join our team and play a key role in designing and implementing the First Level IT Support Concept of the future, which follows a Bot First Strategy (via the myIT Digital Assistant) and will fundamentally change how IT Service Desk and On-site Support teams (like Tech Bars, Pit Stops, …) will work and support our users.
What we offer you
- An attractive remuneration package
- Access to Siemens share plans
- 30 days of paid vacation and a variety of flexible work schedules that allow time off for you and your family
- 2 to 3 days of mobile working per week as a global standard
- Flexible training opportunities for both your professional and personal development that you can tailor to your interests
Since each of over 300,000 team members feels that other benefits are particularly important, and we cannot list our entire benefit portfolio here, you can find more information here .
The individual benefits are subject to regulatory, contractual, or corporate conditions.
You’ll make an impact
- You lead the "First Level IT Support" team and review and improve the structure and roles of the staff assigned to the chapter.
- You supervise and run the 2 Services "IT Service Desk" and "Tech Bar" and their daily operations, as well as steer and drive the "myIT Digital Assistant” service. You will start as the Service Owner for the Services "Integrated Service Desk” and "Techbars” (which will contain all Onsite Support Teams), which can be delegated, to be decided by you, as part of the review and improvement of the structure and roles.
- You design in detail with your team the First Level IT Support Concept of the future following the strategic directions defined in the IT Support North Star and Rethink Support Program (Bot first strategy), and you steer and drive the implementation of the First Level IT Support Concept of the future and of the two projects.
- You optimize and govern the service and provider performance (SLAs, KPIs, User Perception) in line with the SIAM ecosystem and manage the implementation of improvement measures and innoviations with the goal to continuously improve the user experience.
- You drive Automation, AI and Tooling improvements (mainly ServiceNow and Moveworks) to generate maximum tool support for the Services in-scope, and you continuously enhance the services with performance improvement, new functionality and innovation to provide an continuously improved user experience of you provided services.
- You and your team provide and support communication/training material to improve the performance and use of the IT Service Desk and Ons-site Support Teams, and you support and steer Carve-In, Carve-Out and Integration Projects, in regards to IT Service Desk and Tech Bars.
- You communicate and coordinate demands of all involved partners, and you build long-term relationships with internal colleagues and external providers.
Your defining qualities
- You have several years of leadership experience in an international, multi-cultural environment, and many years of experience in IT Service Management, in external provider management, KPI´s and strategic partnership management.
- You have validated knowledge in ServiceNow platform and experience in Service Desk or Onsite Support Management.
- You have market knowledge in service automation and ITSM process execution, and experience in SCRUM and agile development.
- You have a Growth mindset and you are a strong entrepreneurial and analytical problem solver with the ability to act strategic and implement.
- You have a strong focus on End-Users and an End2End responsibility with outstanding social skills and ability to convince teams, peers as well as Management.
- You have a university degree in Information Technology, Business Administration or similar, and ITIL V4 / SIAM knowledge (ITIL V4 Foundation Certification required).
- Passion for innovative solutions and technology, and proficiency in English complete your profile.
You are much more than your qualifications, and we believe in the potential of every single candidate. We look forward to getting to know you!
At Siemens, we believe that feeling valued and included is the foundation for doing great work. That’s why we aim to create an inclusive workplace where everyone feels a sense of belonging, and where individual perspectives and experiences are celebrated. Our commitment to fairness and respect extends to every applicant.
As an equal opportunity employer , we welcome applications from individuals of all backgrounds and particularly encourage applications from persons with disabilities.
About us
The SIAM unit ‘First Level IT Support Management’ manages and operates the ‘IT Service Desk’ and ‘Tech Bar’ Services of Siemens AG, with the objective of providing consistent, unified and excellent IT Support to our 260.000 Siemens users. Furthermore, the unit will design and implement the First Level IT Support Concept of the future, which will follow a Bot First Strategy (via the myIT Digital Assistant) and will fundamentally change how IT Service Desk and Tech Bars will work and support our users.
www.siemens.de/careers – if you would like to find out more about jobs & careers at Siemens.
FAQ – if you need further information on the application process.