Our client is Siemens Healthineers, a leading global medical technology company with more than 55,000 dedicated colleagues in over 70 countries, driven to shape the future of healthcare.
This position is based in Brazil, with focus on the Americas Region and associated Business Areas and you will work in alignment with colleagues in other locations such as Europe, Middle East, Africa and Asia Pacific Regions.
YOUR MISSION AND RESPONSIBILITIES:
As IT Support Partner Manager, you will be engaged in the End User Support Processes for the Americas Region, it’s locations and the Business Areas operating within that region.
You will be familiar with the Global and Localised IT Services consumed in the region and you will be familiar with and understand the integration, workflows and governance of the company ITSM Processes used by IT Services.
The IT Support Partner Manager will act as a bridge between Global Service Owners & Service Managers and Regional IT Partnership & Support Teams and will support the deployment of New Services and Changes / Enhancements to existing services.
The IT Support Partner Manager will engage and assume an active role in Regional and/or Business Area IT User Engagement Forums, including Regional or Business Area IT Information Share Meetings, Regional or Business Area On-Site Support Team Meetings, User Experience Roadshows and Regional and Business Area Participation in IT Learning Forums.
The IT Support Partner Manager will develop and maintain a Network of Key Contacts and Stakeholders, for their Region and relevant Business Areas in support of IT Program and Project Roadmaps, acting as the Support Agent / Coordinator with IT Partner Managers and Business Application Owners, on behalf of IT Projects.
TASK AND RESPONSIBILITIES:
You will act as an interface between IT-Region and Business Line Service Owners and our global IT Services
You will build and maintain a strong network of Key Contacts and Stakeholders in your local IT-Region and/or Business Line and with our global IT Services
You will engage and assume an active role in Regional and/or Business Area IT User Engagement Forums
You will support the deployment of new Services and Change / Enhancements to existing global Services
You will be a spokesperson for central services and be able to engage at various levels, including Technician, Partner Manager, Service Manager, Service Owner and Product Owner.
QUALIFICATIONS:
You have experience of Service Operation and Support
You have a proven knowledge and understanding of ITIL
You have expertise in Service Desk operation with ServiceNow at 1st Level, 2nd Level and in some case Expert Level (3rd Level)
You developed experience of localized Service Support including on-Site Services, e.g. Direct User Support, local office user support or local manufacturing user support
ADDITIONALLY
You have already worked in an international environment in the areas of service management and application management
You have a very good level of written and spoken English
A level of fluency in other languages of the region are also desirable e.g German and Spanish.
You have a keen interest in improving user experience within the IT organization
You are experienced in working with multicultural groups
You are customer focused and an expert in promoting positive User Experience
