Data Center Service Manager

Job description, responsibilities and duties

With 50,000 employees Siemens Healthineers is one of the world’s largest suppliers of technology to the healthcare industry and a leader in medical imaging, laboratory diagnostics and healthcare IT. So that more people can have a life that is longer, richer, and more filled with happiness.

The Data Center Service Manager is responsible for one or more of internal data center services in Siemens Healthineers IT organization.

The Service Manager role has overall responsibility for defining the service, ensuring services are delivered in accordance with agreed business requirements, and managing the service lifecycle and other internal and external IT & business stakeholders.

The Data Center Service Manager is the champion, across Siemens Healthineers IT for the delivery of data center services, playing a key role in driving their development and delivery, financial and operational considerations, to maximize the impact and value for money for Siemens Healthineers IT and internal customers. The post-holder is responsible and accountable for ensuring that data center services portfolio meets customer and business requirements.

Tasks and responsibilities:
• Work with internal & external stakeholders in IT, vendors & business to collaboratively develop and drive the strategy & roadmap for the services in scope. Understands service requirements, components and setup to drive continuous service improvements.
• Take ownership of the data center services service level agreements between stakeholders and the customer which details the parameters of the data center services to be provided. Involved in and manages incident, problem, and change management for service on day-to-day basis as per defined SLAs. Ensures root cause analysis and permanent fix for problems.
• Take ownership and deliver operational level agreements (OLA) with departments internal to the service provider detailing the provision of certain elements of a service.
• Drive service team to establish and agree development priorities and development work.
• Should take care of the Firewall Requests (related to DMZ servers).
• Communicate, influence and work with stakeholders and executives both inside and outside of SHS IT to ensure the broadest understanding and contribution to the cloud strategy.
• Act as go-to point for data center services and advise various internal, partner and customer teams on data center services. Coordinates communication among internal and external support staff.
• Contribute to regional and global projects, influencing, building and maintaining relationships, collaborations and partnerships with internal and external stakeholders.
• Responsible for day-to-day management of tasks and processes related to service & its deployments.
• Ensures and participates ITIL process execution including Asset, incident, change, problem, configuration, release and knowledge management.
• Provides operational leadership and expert knowledge to internal customers to assist their IT related challenges. Serves as the point of escalation (notification) for major incidents.
• Maintains updated service documentation as per ITSM framework of SHS IT.
• Provide senior management and service stakeholders required, weekly, monthly and quarterly reports related to service performance, SLAs etc.
• Travel as needed to engage with internal and external stakeholders to oversee day-to- day operations as well as to ensure service delivery in alignment with SHS IT strategy.
• Responsible for ensuring service governance related to security, costs, data protection, legal, export control & customs, legal etc. requirements.
• Participates in internal service review meetings (within IT & with business) & supplier management meetings.

Qualifications:
• Bachelor’s degree in engineering, computer science or a related field with 13+ years of total work experience.
• Strong knowledge of all ITIL processes and demonstrable mandatory experience of 7+ years in IT service delivery in a global organization across continents.
• Passionate about technology with demonstrable experience of delivering services that meet the business need and are delivered in accordance with agreed business requirements, and managing the service lifecycle.
• Demonstrable understanding of the unique requirements for enterprise and commercial customer use of the data centers.
• Understanding of compute, storage, network, security and datacenter technologies and emerging trends in the modern data centers.
• Familiarity with Healthcare standards FDA, HIPPAA, Part 11 etc. and data protection laws like GDPR etc.
• Preferred knowledge of financial processes including forecasting, budgeting & accounting skills.
• Self-directed, proactive, work on own initiative with a best practice approach.
• Pragmatic problem solver.
• Able to articulate technical issues in terms of business risk and opportunity.
• Strong team player prepared to work flexibly across a matrix organization.
• Strong communication and interpersonal skills and a strong professional ethic when dealing with customers.
• Able to negotiate and resolve conflicting priorities and to influence senior executives.
• Able to assimilate information from multiple sources and to disseminate effectively to customers and colleagues.

We offer:
• Adjustable standing desk as a standard
• MSDN license for each developer with prepaid access to AZURE
• Free access to PLURALSIGHT – the WBT platform
• Team building program - 2 days adventure offsite meeting for all employees every year, Christmas party, extra budget for team building events
• Participation on world famous IT conferences like Microsoft IGNITE for best employees
• Wide project portfolio in healthcare domain and job rotation within company (Cybersecurity, Artificial Intelligence, Healthcare IT services, …)
• Training and development program (business and product trainings, e-learning, language courses, soft skills trainings,…)
• Health program (contracted wellness providers, sport centers, salary reimbursement in case of illness)
• Retention program (work anniversary, life anniversary, additional pension plan, employee loans)
• Family care program (subsidy for newborns, maternity leave, kindergardens, summer camps)

Salary suggestion: starting from 2000 + VAR*

Required education, skills and personality requirements

Required education
University education (Bachelor's degree)

Language skills