IT Service Manager – File Share

Service Role description

The File Share Service team is responsible for overseeing and provisioning the File Share Service globally. File Shares are operated by internal and external operational teams. The Service consists of all aspects of technology, IT assets, processes, providers and customers, finances, communication, etc.). The Service team is responsible to ensuring that the Service is fit for purpose, delivered at its best, complies to company security guidelines, retains customer satisfaction, and it being enhanced continuously. To achieve this, Siemens requires following competencies in Service Management:

• Orchestration of providers regarding File Share Services based on-premises and Cloud technology and in accordance with existing contracts.
• Contribution to the major technological changes, supporting project-based work and key project milestones, while keeping a reliable and secure daily operation.
• Delivery of detailed knowledge of File Share Services, creating Knowledge Articles and acting as topic contact for Value Center and other departments.
• Contribution to solution design activities, review of solution design results and support of build & test as well as work on related customer demands, minor service changes and system changes.
• Providing user support at L2 level, including migration HyperCare, and ensuring acceptance.
• Ensure that Services operate in a reliable and efficient manner and are compliant with defined processes (e.g. "confirmation of delivery") as well as ensure Siemens Cyber-Security guidelines and processes are followed. This may include assisting with the configuration and maintenance of high-availability and Disaster Recover solutions.
• Monitoring and management of the quality of Service regarding stability, performance, security and usability as contractually agreed with the customers.
• Partnering with internal or external Service providers and Cyber-Security teams to initiate changes for continuous service improvements, and ensure reliable Service delivery.
• Maintaining regular contact with users and customers for day-to-day operations, running projects, and work in progress or planned.
• Orchestrating and managing the regular planning cycle to safeguard the requirements on Service availability and capacity, as well as budgeting. Each planning cycle shall be followed by a continuous controlling and reporting phase that provides evidence that the Service is delivered according to the customer needs. To deliver the above requirements, Siemens considers essential for the company to assure Service Managers with a skillset and experience covering:
• Higher technical education (university level), preferably with experience in the technology industry.
• ITIL Foundations Certification
• Proficient knowledge in IT infrastructure backend architecture (servers, storage units, Active Directory, user devices, and Network)
• Experience with IT outsourcing contracts, SLA / KPI's, licensing policies, charging models, etc.
• Advanced knowledge of Microsoft Office Suite products from an end-user perspective. Siemens gives preference to Providers that also prove competences in:
• Experienced in working in an international, remote and cross-functional environment.
• Microsoft MCSE or MCSA Certified (Microsoft Certified Systems Engineer / Associate)
• It is mandatory for consultants to be business-fluent in English language (speaking and writing)
• Passion for business processes and underlying IT architecture and new / innovative IT technologies. Service Managers to be assigned to the Service by Provider should have effective communication and presentation skills, both written and verbal. They will be comfortable working with a technical team as with business users and will know how to build bridges between the two.