Do you want to help create the future of healthcare? Our name, Siemens Healthineers, was selected to honor our people who dedicate their energy and passion to this cause. It reflects their pioneering spirit combined with our long history of engineering in the ever-evolving healthcare industry. We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. Overview The Hybrid Cloud Service Manager for SAP infrastructure and services is responsible for leading the development of the support solutions, including the support organisation and 3rd Parties. Driving Operational Excellence through standardisation/simplification of systems and enabling continuous improvement across the organization. Focused on the design, deployment of Support solutions and all necessary programs and BAU integration points. The Hybrid Cloud Service Manager has the following responsibilities: Work with internal & external stakeholders in IT, vendors & business to collaboratively develop and drive the strategy & roadmap for the SAP services in scope. Understands service requirements, components and setup to drive continuous service improvements Takes ownership of the SAP services’ service level agreements between stakeholders and the customers which details the parameters of the 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 Takes ownership and delivers operational level agreements (OLA) with departments internal to the service provider detailing the provision of certain elements of a service Drives service team to establish and agree development priorities and development work Communicates, influences and works with stakeholders and executives both inside and outside of SHS IT to ensure the broadest understanding and contribution to the hybrid cloud strategy Acts as go-to point for data center services and advises various internal, partner and customer teams on hybrid cloud 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 in 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 Provides senior management and service stakeholders required, weekly, monthly and quarterly reports related to service performance, SLAs etc. Travels 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 requirements. Participates in internal service review meetings (within IT & with business) & supplier management meetings. The Data Center Service Manager has below qualifications: Bachelor’s degree in engineering, computer science or a related field with 13+ years of total work experience Experience of large-scale SAP implementations and transformation programmes 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 Being part of our team: Siemens Healthineers is a leading global medical technology company with over 170 years of experience and 18,000 patents. More than 66,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. We stand with our customers around the world to support them in delivering high quality care to their patients. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of: diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services. This is what truly matters to us. What do we offer you: Siemens Healthineers has been Certified™ as a ‘great place to work’.  We are inspired to transform the way things are done – because we want what is best for our people, our customers, and ultimately to help everyone live longer and healthier lives. To find out more about our business and recent news, please explore our website. In addition, we provide a flexible and dynamic environment with the space to stretch beyond your comfort zone in order to grow both personally and professionally. Our unique team spirit arises from embracing different perspectives, open debate, and the will to challenge conventions. Change is a constant aspect of our work. We aspire to lead the change in our industry rather than just react to it. That’s why we want you to seek, implement and celebrate your best ideas. We recognize that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss flexibility requirements with our applicants to encourage agile working. Organization: Siemens Healthineers Company: SIEMENS HEALTHCARE, UNIPESSOAL, LDA Experience Level: Mid-level Professional Full / Part time: Full-time