Service Manager (f/m/d) – AI Orchestration Platform
About the Role
Location Germany Bayern Erlangen
1. Country: GERMANY
2. State/Province/County: Berlin
3. City: Berlin
Company Siemens Energy Global GmbH & Co. KG Organization EVP Global Functions Business Unit Strategic Procurement Full / Part time Full-time Experience Level Experienced Professional
A Snapshot of Your Day As a Service Manager (f/m/d), you take end-to-end ownership of service quality and operations for our AI-based orchestration platform and connected AI services delivered by a managed service provider (MSP).You define and govern service standards, ensure SLA compliance, and drive continuous improvement of platform operations in close collaboration with our Technical Data Architect and AI / GenAI Solutions Architect.In this role, you ensure stable, secure, and scalable operations supporting Generative AI, Agentic AI, and Retrieval-Augmented Generation (RAG) use cases.How You’ll Make an Impact
4. Own the MSP relationship, ensuring performance, SLA compliance, and effective escalation management
5. Define service management processes, KPIs, and quality standards to ensure consistent service delivery
6. Oversee platform operations (incident, problem, and change management) with a focus on reliability and performance
7. Ensure alignment of operations with architecture, security, and data governance standards
8. Act as the senior interface between business stakeholders, architects, and service providers
9. Drive continuous improvement, automation, cost optimization, and the smooth transition of new features into production
What You Bring
10. Degree in Computer Science, Information Technology, Engineering, or a related field.
11. Extensive experience in Service Management, IT Operations, or Vendor Management in complex environments, including managing MSPs and enforcing SLAs/KPIs.
12. Strong understanding of cloud platforms and architectures (preferably AWS) combined with knowledge of ML/AI and GenAI platforms.
13. Hands-on knowledge of SQL and Python for analysis, monitoring, or automation.
14. Experience in procurement processes, vendor governance, contract management, as well as basic knowledge of SAP (, MM or FI) and ITIL frameworks.
15. Excellent stakeholder management, communication, and leadership skills, with fluent English