Hello eager tech expert!

As a Partner of Choice, Siemens Global Business Services (GBS) enables Siemens businesses worldwide to achieve operational excellence through smart, digital, and end‑to‑end service solutions. We drive the digitalization of our internal service delivery, harmonize processes, and deliver high‑value services that help our partners focus on what matters most.

To strengthen our Contact Center Telephony capabilities, we are looking for a highly skilled Local Service Manager & Business Analyst to support and shape our cloud‑based contact center services.

You’ll break new ground by

Service Ownership & Operations

• Ensure high availability, reliability, and performance of cloud‑based contact center services.
• Oversee daily service operations and coordinate closely with global service teams.
• Monitor and track service KPIs and conduct regular service reviews.
• Coordinate incident and problem management and handle escalations.
• Align service roadmaps, new features, and enhancements with business requirements.
• Ensure compliance with security, data privacy, and regulatory frameworks.

Process Ownership & Architecture

• Lead global projects to define, harmonize, and digitize processes across the GBS delivery landscape.
• Own the design, implementation, automation, and integration of assigned processes.
• Develop and steer the architecture roadmap ensuring alignment with standards.
• Continuously simplify and improve user experience.
• Orchestrate end‑to‑end functionality of services in a multi‑provider ecosystem.

IT Provider & Vendor Management

• Manage external IT service providers ensuring delivery against SLAs and budget.
• Drive collaboration between internal and external partners.
• Support service improvement plans and governance routines.

Stakeholder & Management Communication

• Communicate service performance, risks, and updates to senior management.
• Collaborate with internal teams and business units to capture requirements.
• Present technical topics in a clear way for technical and executive audiences.

Project & Innovation Management

• Drive enhancements of cloud contact center solutions using automation and AI.
• Support Proof of Concepts and evaluate new features.
• Assess cost, value, and effort of new initiatives.

Leadership & Collaboration

• Promote knowledge sharing and continuous improvement.
• Ensure collaboration between engineering, operations, and business teams.
• Align with internal telephony experts and external solution partners.

You’re excited to build on your existing expertise, including:

• Bachelor’s degree in IT, Engineering, Business Informatics, or equivalent.
• Experience with cloud‑based contact center platforms.
• Knowledge of telephony concepts and analytics tools.
• Experience in process design, service management, and global delivery models.
• Understanding of ITIL, vendor management, and service operations.
• Strong analytical and communication skills.
• Ability to work effectively in global, virtual environments.

Create a better #Tomorrow with Us!

• We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us.
• Protecting the environment, conserving our natural resources, fostering the health and performance of our people as well as safeguarding their working conditions are core to our social and business commitment at Siemens.
• This role is based in Pune/Mumbai. You’ll also get to visit other locations in India and beyond, so you’ll need to go where this journey takes you. In return, you’ll get the chance to work with international team and working on global topics.