Senior IT Service Provider Performance Manager

2 semanas atrás


Lisboa, Lisboa, Portugal Siemens Healthineers Tempo inteiro

Position Overview
This position is reporting to the Head of Operational Provider Management 2 and will work in a global team with colleagues in the Americas, Europe, and Asia

This position will require occasional travel, including international or intercontinental travel.

Location(s): Americas, Europe (without Germany) or Asia

Toronto (Canada), Alpharetta (USA), Poole (UK), Lisbon (Portugal), Prague (Czech Republic), Vienna (Austria), Ankara (Turkey), Istanbul (Turkey), Pune (India)

Responsibilities

  • Implement our IT provider governance and performance management framework for contracts with IT providers and manage the continuous monitoring of providers' performance, SLA adherence and obligations. Promote continuous optimization and transparency for bestinclass service delivery
  • Set up and manage periodic performance management boards on department and unit level, to manage the relationship with external IT service providers from a commercial, performance and contractual perspective
  • Manage escalations and disputes regarding provider performance and contractual obligations, as well as financial clarifications. Oversee provider compliance with IT service management requirements, initiate improvement and innovation plans with providers
  • Liaise with provider and Siemens senior management, Siemens service management, provider service delivery management, purchasing and legal functions
  • Further develop and mature the portfolio and practice of provider management
  • Act as a mentor and coach to the provider management team, further develop the skills of the international team. Act as coach to our service management for general sourcing and provider management aspects
  • Manage large and strategic tenders or other sourcing activities as a project manager or support as expert

Required Knowledge/Skills, Education, and Experience

  • BA/BS/University Degree
  • 10 years of experience in an IT role with emphasis on provider management
  • Strong background in IT provider management, especially performance management, escalation management, and provider governance
  • Experience in service level management, e.g., definition, implementation and monitoring as well as service credit handling
  • IT domain know how like e.g. ERP, ERP system consolidation (e.g. cloud migration, carvein, carve out), salesforce, low code platforms, portal technologies, cybersecurity, hyperscalers like MS Azure, AWS, etc.
  • Selfdriven, result oriented, able to work independently based on targets, proactive team player, strong decisionmaking skills
  • Entrepreneurial thinking and ability to develop and consider business cases and to manage financial impacts and related risk
  • Able to motivate and lead people with or without formal authority, e.g. in project environments
  • Fluent English, with the ability to negotiate contractual clauses in English

Preferred Knowledge/Skills, Education, and Experience

  • Knowledge and experience with IT service management, service delivery, ITIL, IT project management, Agile, IT providers & market, and respective methodologies. Respective certifications are a plus
  • Experience in tendering and tender management and / or other sourcing activities. Contract management knowledge is a plus
  • International experience with global projects and collaboration with intercultural teams, preferably 5 years in international environment
  • Effective communicator, good interpersonal relationship skills in an international and intercultural environment, influencer, strong analytical skills, track record in problem solving and managing escalations

Organization:
Information Technology

Company:
Siemens Corporation

Experience Level:
Experienced Professional

Full / Part time:
Full-time

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