IT Operations Manager - Applications - ITIL/ITSM

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Your tasks and responsibilities:

• You will be responsible for overall IT operations and support of maintenance activities according to approved procedures, guidelines and standards.
• You will be responsible for leading the service delivery, for coordination and communication between the vertical organization structure, the application Release train and all participating support teams, including any internal or external service providers
• You will be responsible for developing and assuring necessary service levels to fulfill operational requirements in all aspects of service delivery processes such as ensuring stable incident handling and meeting SLAs etc.
• 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 of incidents resolved based on knowledge articles
• You will be responsible for the creation and updating consolidated documentation about operations processes and other service-related matters in the company’s internal tools
• You will be responsible for identifying and performing service improvements for operations processes and drive their implementation
• You will be contributing to and supporting the departments and application financial planning
• You will be responsible for supporting the implementation of programs and projects
• You will provide support for the execution of relevant operational and maintenance tests, and designs and documents existing and changed operational processes.
• You will be responsible for communicating with vendors and service providers for any service-related matters and / or cooperating with central IT in that respect
• 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 8-10 years of working experience, ITIL and DevOps based IT and/or application operations delivery
• If you have substantial, long-standing professional experience and further qualifications in this field but no academic degree, your application is also highly appreciated.
• You are ITIL/ITSM certified
• You have in-depth knowledge of waterfall methodologies.
• You have experience with ServiceNow based applications and SAP for customer service management.
• Ideally, you have some understanding of quality management systems relevant to IT as well as a sound knowledge of customer services processes.
• You must reside in the Cary, North Carolina area or be willing to relocate.
• You must be able to manage escalations and participate in on-call duty schedule.

Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

To find out more about Siemens Healthineers businesses, please visit our company page here.

The base pay range for this position is:

$107,060 - $147,213

Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

Equal Employment Opportunity Statement: Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

EEO is the Law: Applicants and employees are protected under Federal law from discrimination. To learn more, click here.

Reasonable Accommodations: Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations.

If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here. If you’re unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at peopleconnectvendorsnam.func@siemens-healthineers.com. Please note HR People Connect People Contact Center will not have visibility of your application or interview status.

California Privacy Notice: California residents have the right to receive additional notices about their personal information. To learn more, click here.

Export Control: “A successful candidate must be able to work with controlled technology in accordance with US export control law.” “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.”

Data Privacy: We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. Register here to get started.

Beware of Job Scams: Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Siemens Healthineers career site.

To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.