IT Service & Process Manager for a Workflow & Automation Solution (based on ServiceNow)

Job description, responsibilities and duties

Your tasks and responsibilities

• You are responsible for the global incident management and request fulfillment process of a workflow and automation solution based on ServiceNow. You foster a holistic process as well as tooling approach and manage changes in close alignment with your stakeholders.
• You shape the strategic direction of the incident as well as request fulfillment processes and ensure compliance to governance framework. Therefore, you steer corresponding suppliers and service level agreements.
• You monitor and report the performance of the managed processes. You communicate continuously trends and corresponding measures to the management team. You ensure a sustainable resolution of challenges.
• You lead and guide a functional team of corresponding IT Service Management roles (e.g., continuous improvement manager and knowledge manager, etc.) for a smooth operation through best-practice implementation and knowledge enhancements.
• In your role, you drive tasks and responsibilities in their entirety (i.e., analysis, definition, implementation, and completion) with the aim of limiting risks, exploiting opportunities, and achieving goals in required quality, on schedule and within budget.
• You will also act as Manager on Duty for major incidents with global coverage.

Your qualifications and experience

Education:

• Preferably, you hold a university degree in information technology, computer science or a comparable field.

Technical Skills:

• You can demonstrate many years of experience in steering a global incident and request fulfillment process for enterprise solutions (e.g., more than 10.000 users).
• You have profound experience in the IT environment with software-as-a-service solutions based on ServiceNow to engage in technical discussions at eye level.
• You are familiar with ITIL service management as well as agile approach (e.g., SCRUM and SAFe methods) and can ideally prove this with corresponding certifications.

Non-Technical Skills:

• You possess a diverse toolbox to analyze interdependencies and develop solutions together with an international team.
• You always keep the long-term goals in mind when developing solutions, weigh options comprehensively against each other, and lead them to a sustainable decision for our customers and the company.
• You have excellent social skills, negotiation skills, and assertiveness to develop and implement decisions across all professional disciplines and various hierarchical levels.
• You can demonstrate your communication strength in English with business fluency. German language is welcome.
• Your digital competencies in research, analysis, and preparation of data and information support you in efficiently identifying and solving challenges.
• We own it: You are passionately committed to the success of Siemens Healthineers. You enjoy driving change and taking responsibility in a global environment.

Basic wage component (gross) and other rewards: starting from 2500 EUR brutto /month + VAR*

*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional qualifications and experience in our compensation package and/or when offering you other positions.

Our goal is to pay our employee's fairly, with regard to the market situation and we are ready to welcome high-quality candidates in our team.

Required education, skills and personality requirements

Required education
University education (Bachelor's degree)
University education (Master's degree)

Language skills

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, kindergardens, 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, …)