AI & Automation Lead, Service Performance and Enablement (m/f/d)

AI & Automation Lead, Service Performance and Enablement (m/f/d)

Create a better #TomorrowWithUs

At Siemens, we build technology solutions to shape the world we live in. We transform industries and societies by combining the real and digital worlds. With over 300.000 of the world’s most forward-thinking minds and the power of a presence in more than 190 countries, we make a truly global impact.

About Portugal Tech Hub

We take on challenges to make life easier, safer, and more sustainable for us and generations to come. We bring value to the business digitalization transition, from Portugal to the world, in areas such as Artificial Intelligence, Analytics & Business Intelligence, Application Lifecycle Management, Cybersecurity, IT Infrastructure Management, IT Project & Service Management, IT Strategy, User Experience, and many more.

With a decade of history and around 1.600 experts, the Portugal Tech Hub is the home of the new technologists – Dream Builders, Impact Creators & Future Makers.

Are you ready to be part of the change? Come join us

Your mission will be…

We are looking for an IT Service Quality & Performance Analyst to join a global, customer-oriented technology organization that is continuously improving the quality, reliability and user experience of its digital services. You will transform operational, service‑management and customer‑feedback data into clear insights, practical recommendations and measurable improvement actions.

Your challenge will be…

• Develop and maintain service-performance dashboards and recurring operational reports using Power BI or comparable business‑intelligence tools.
• Monitor service KPIs and ticket data to identify trends, ageing cases, operational risks, potential service‑level breaches and improvement opportunities.
• Analyze incidents, complaints, customer‑satisfaction feedback, reassignments, reopen rates, resolution performance and other service‑quality indicators.
• Perform data‑quality checks and validate service categorization, attribution, exclusions and reporting logic to ensure trustworthy management information.
• Conduct structured deep‑dives and root‑cause analyses together with service‑management, engineering, support and governance stakeholders.
• Turn analytical findings into concise reports, management summaries and presentations with clear recommendations, owners and follow‑up actions.
• Support incident‑reduction, continual‑improvement and customer‑experience initiatives through evidence‑based analysis and action tracking.
• Coordinate with internal teams and external service providers to address routing issues, recurring operational failures and reporting inconsistencies.
• Create and maintain knowledge articles, working instructions and analytical documentation based on validated operational findings.
• Promote consistent IT service‑management and quality practices across a global, cross‑functional organization.
• Identify opportunities to automate data collection, reporting and quality controls while maintaining transparency, security and governance.

We are looking for someone…

• Higher education or equivalent professional experience in information systems, data analytics, business intelligence, service management or a related discipline.
• Professional experience in service‑quality management, IT operations analytics, reporting, governance or IT service management.
• Hands‑on experience with Power BI or a comparable reporting and data‑visualization platform.
• Strong analytical skills, including KPI definition, trend analysis, data validation, root‑cause investigation and interpretation of operational datasets.
• Working knowledge of IT service‑management practices, particularly incident, problem, knowledge, service‑level and continual‑improvement management.
• Experience with an enterprise IT service‑management platform such as ServiceNow, including incidents, categories, assignment groups and reporting.
• Ability to translate complex operational information into clear insights and practical recommendations for technical and non‑technical audiences.
• Confidence working with multidisciplinary teams, service owners, engineers, customer‑facing functions, governance teams and external providers.
• Advanced written and verbal communication skills, with the ability to present findings clearly and constructively challenge inconsistent data.
• Business‑fluent English. Portuguese or another European language is an advantage.
• A structured, proactive and solution‑oriented working style, with strong ownership and attention to detail.
• Awareness of data privacy, access control and secure handling of operational and customer‑related information.
• Nice to