IT Operations Manager

IT Operations Manager at Siemens Healthineers

Do you want to help create the future of healthcare? Our name, Siemens Healthineers, was selected to honor our people who dedicate their energy and passion to this cause. It reflects their pioneering spirit combined with our long history of engineering in the ever-evolving healthcare industry. We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone to grow personally and professionally.

Then come and join our global team as an IT Operations Manager for our applications service delivery to support the run and maintain activities as well as the release to production of a global application providing state of the art customer service process, seamlessly integrated in our company’s IT ecosystem.

Your tasks and responsibilities:

• You will be responsible for overall IT operations and service management activities according to approved procedures, guidelines as well as delivery and compliance standards.
• You will be responsible for leading the service delivery, for coordination and communication between the vertical organization structure, the application Release trains and all participating support teams, including any internal or external service providers and vendors.
• You will be responsible for IT operations of several ServiceNow based applications and play a central role between application owners and the operations support admin team.
• You will be responsible for assuring necessary service levels (SLAs) to fulfill operational requirements in all aspects of service delivery processes.
• You will be responsible for identifying and performing service improvements, for shortening incident resolution times, service stability, escalation handling and other related activities.
• You will be responsible for the creation and updating of consolidated documentation of operations processes and other service-related matters in the company’s internal tools.
• You will be contributing to reasonable Support Agent utilization and driving enablement (e.g. knowledge ramp up).
• You will be responsible for driving an increase in incidents resolved based on knowledge articles.
• You will be responsible for supporting the implementation of programs and projects.
• You will be contributing to and supporting the departments and application financial and resource planning.
• You will be expected to participate in an on-call duty for escalation management.

Your qualifications and experience:

• You have a completed university degree in the field of Business Administration, Business Informatics or a comparable field.
• You have at least 5 years of working experience in ITIL-based application operations delivery.
• You are ITIL / ITSM certified.
• Project management certification and/or experience are an advantage.
• You have work experience with ServiceNow and SAP.
• Ideally, you have some understanding of quality management systems, data privacy and security.
• If you have substantial, long-standing professional experience and further qualifications in this field but no academic degree, your application is also highly appreciated.

What do we offer:

• Variable and Christmas bonus
• Hybrid type of work – combination of telework and work from office
• Flexible Working Hours
• Bridge days – free extra paid leave 6 days per year
• 3 sick days per year (no doctor’s permit needed)
• In case of sickness 100% salary reimbursement 20 days/ year, this includes max. 10 days/ year for of family care
• Additional pension plan
• 300 EUR for regeneration of work force via cafeteria system
• Wellbeing program – Psychological, Legal and Financial Councelling
• Family care program (subsidy for newborns, maternity leave, kindergartens, summer camps)
• Retention program (work anniversary, life anniversary, employee loans)
• Training and development program (business and product trainings, e-learning, language courses, soft skills trainings,…)
• Adjustable standing desk as a standard
• Participation on world famous IT conferences like Microsoft IGNITE for best employees
• Wide project portfolio in healthcare domain and job rotation within company (Cybersecurity, Artificial Intelligence, Healthcare IT services, …)

Key skills/competency

• IT Operations Management
• Service Management
• ServiceNow Administration
• ITIL/ITSM Framework
• SLA Management
• Incident Resolution
• Process Improvement
• Vendor Coordination
• Application Support
• Financial Planning