Job Description We are looking for an an IT Service Manager for the Managed device as a service . The mDaas service is a strategic service to define abd drive the hardware standardisation of all ourt work^laces at Siemens . This service is based on standard IT Products and are offered to countries worldwide. Your challenge will be… (Have a vision for) •Manage tickets via Siemens Internal ITSM tool •Skilled professional that ensures that all service management processes quality for Windows Defender and other protection tools are implemented and are working on a day-to-day basis (e.g. Inc Mgmnt, Change Mgmnt, Problem Mgmnt) •Handle service escalations •Contributes to the maintenance of all service catalog items and the provisioning of an integrated catalog of infrastructure services. •Implements programs and procedures for safeguarding data/information security and safety •Manages complex infrastructure solution/service installations or updates •Supports or manages change-release processes and implementation of IT security guidelines. Identifies IT service or solution problems and seeks resolutions without impact to end user •May perform 3rd level-level user help desk activities, individual coaching and trainings •Continuous service improvements •Create, update, and improve service documentation •Transfer and report the completed IT components/functions from projects into operation • Tendering, selection and ordering of services •Supplier management and delivery monitoring/reporting •Manage and improve overall Service in the many aspects, being performance, reliability, scalability, security always focusing on value creation for the business. Qualifications Qualifications •At least 3 years of Service Management within IT •Involvement in building IT solutions or operating IT solutions from a service perspective •Monitoring and reporting KPIs, setting up SLA and OLA agreements. •Knowledge in IT Infraestruture and Aplications •Experience with service providers, Management and monitoring of services •Proactive and analytic •Current ITIL certification •Strong presentation and communication skills •Excellent problem solving and critical thinking skills •Ability to demonstrate commitment to develop, drive, and manage services in a fast paced environment •Business-fluent English (speaking & writing)
