Siemens Careers

IT Performance and Escalation Manager (m/f)

Amadora, Portugal
Information Technology

English (UK)

Job Description

GS IT Global Operations Lisbon is an international near shore competence center, providing Siemens AG with innovative solutions and high-quality services across the IT value chain. We work in over 220 applications, systems and projects ranging from infrastructure services for IT platforms up to data analytics and cyber defense, achieving an unprecedentedly high level of customer satisfaction.

We are looking for an IT Performance and Escalation Manager (Service Provider Management)


What are my responsibilities?


  • Manage relationship with external IT Infrastructure service providers from a commercial, performance and contractual perspective.

  • Managing providers contributing to an adequate provision of IT services;

  • Integrated Performance Analysis (holistic provider view);

  • Contribution in assessment of IT provider for a specific service;

  • Contribution in monitoring provider obligations and SLA adherence;

  • Supporting Escalation management towards/from the provider;

  • Contribution in Definition and maintenance of market standard KPIs/SLAs;

  • Supporting Claim management;

  • Executing provider governance according to framework;

  • Foster provider improvement;

  • Supporting Provider relationship management and coordinate negotiations in a global virtual environment;

  • Supporting Change Processes;

  • Contribution in measures and action plans to ensure IT provider management quality;

  • Support from and to IT Contract Management team.


What do I need to qualify for this job?


We’re looking for candidates with a relevant educational degree and demonstrated experience in this area (> 5y);

Effective Written and oral communication on a business level;

Structured, accurate and conduct result-oriented operation from an economic point of view;

Fluency in English; German and/or other languages are an advantage.


Soft skills:

Communication; Work autonomously ; Self-Motivation; Responsibility; Strong teamwork and cooperation skills in an international working environment; Flexibility and strong organizational skills (process optimization); Problem Solving; Decisiveness; Ability to Work Under Pressure and Time Management; Negotiation and Conflict resolution


What else do I need to know?

In Siemens Portugal we offer the possibility to integrate a young, dynamic and very multicultural team and to grow within one of the most solid multinational companies operating in the market.

As a leading global engineering and technology services company, Siemens provides innovative solutions to help tackle the world’s major challenges in the areas of electrification, automation and digitalization. That’s why we are always looking for curious, open-minded people, people who dare to ask tough questions. Like every Siemens employee worldwide. Are you in?

If this offer meets your professional aspirations, please send your application in English

Job ID: 88927

Organisation: Global Services

Experience Level: Mid-level Professional

Job Type: Full-time

Can't find what you are looking for?

Let's stay connected

Can't find what you are looking for?