Hello eager tech expert!

To create a better future, you need to think outside the box. That’s why we at Siemens need innovators who aren’t afraid to push boundaries to join our diverse team of tech gurus. Got what it takes? Then help us create lasting, positive impact!

Siemens Corporate Technology “India Tech Hub” is at the forefront of driving digital transformation and enabling the integration of artificial intelligence into the fabric of industrial solutions. As a pivotal innovation center, the Tech Hub is dedicated to harnessing the power of AI to revolutionize the future of work. With a focus on customer-centric solutions, Siemens India Tech Hub is a beacon for exploring industrial AI use cases, ensuring that Siemens remains a global leader in the digital era.

You’ll break new ground by:

We are seeking a skilled Service Request Manager and Complaint Manager to lead strategic improvements in service request management and Complaint processes, ensuring efficiency, service quality, and alignment with organizational goals. You will collaborate with stakeholders to streamline workflows, analyze trends, and implement innovative solutions to enhance user satisfaction and operational excellence.Optimize Service Request and Complaint Processes: Oversee and continuously improve service request management performance in a multi-provider environment.Analyze Trends: Leverage data and reporting to identify inefficiencies, root causes, and areas for improvement in service request and complaint handling.Proactive Problem-Solving: Address critical areas affecting process execution and user experience, ensuring smooth and effective operations.Collaboration & Standardization: Work with stakeholders across related processes to design standardized, reusable solutions that maximize efficiency and effectiveness.Quality Assurance: Ensure the timely and high-quality resolution of service requests and complaints, while driving improvements in tools and processes.Escalation Support: Act as the operational escalation point for process-related queries, collaborating with management to resolve complex issues.KPI Oversight: Monitor and manage key performance indicators (KPIs) to track and improve service request delivery.Guidance & Training: Provide support and expertise to teams to help them address problematic areas and adopt best practices.Global Compliance: Ensure compliance with Siemens-wide standards for service request management and Complaint across global and local operations, as well as external providers.Service Integration: Oversee the end-to-end management of service integrations for new applications or services into ServiceNow, including service design, setup, and catalog items.ServiceNow Development: Lead agile development initiatives to customize the ServiceNow Service Request Management and Complaint module to meet evolving business needs.

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

At least 2 years of professional experience in the area.Strong verbal and written skills.Advanced English language (mandatory).Ability to build long-term relationships with internal colleagues and external providersTeam player and enjoy working in an international and cross-functional teamWorking knowledge of ServiceNow environment.Ability to work independently and take decisions where necessaryGood analytical and reasoning skills.Familiarity with Service Desk environment.Multitask in fast paced, evolving environment.Familiar with IT outsourcing contracts, SLA / KPI’s.Soft Skills (Communication and Relationship management):Good negotiation skills.Passion for customer service.ITIL Certifications are a plus.

Create a better #TomorrowWithUs! 

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. 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.