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The Director, Global Service Delivery (SD) is a senior leadership role within Global Engineering Services (GES), part of Siemens' Global Technologies & Infrastructure (GTI) organization. This role owns the end-to-end delivery of engineering support services across three global regions — Americas, EMEA, and APAC — serving approximately 17,000 software engineers worldwide. The Director is accountable for service quality, regional consistency, people leadership, and the ongoing transformation of the SD function.
KEY RESPONSIBILITIES
Strategic Leadership
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Define and execute the global Service Delivery strategy aligned with GES and GTI priorities.
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Set the vision, operating model (Follow-the-Sun), and performance standards for SD across all three regions.
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Lead the annual planning cycle for SD: headcount, budget, initiatives, and OKRs.
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Represent the SD function at GES leadership reviews, executive briefings, and cross-functional forums.
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Drive continuous improvement in service delivery maturity, tooling, and process standardization.
Operational Excellence
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Own the end-to-end SLO/SLA framework for the SD function globally; ensure targets are met and reported.
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Partner with the Global Operations Excellence (GOE) team to enforce standards, monitoring, and governance.
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Ensure all regions are aligned on tooling, processes, CMDB accuracy, and asset management practices.
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Oversee the successful delivery of global programmes (e.g., PCD migration, device refresh, CMDB clean-up…etc).
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Identify operational risks and blockers across regions; escalate and resolve proactively.
People Leadership
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Directly lead three Regional SD Leads (Americas, EMEA, APAC) and maintain accountability for the full SD organization.
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Build a high-performing, engaged, and geographically distributed team; develop regional leaders and successors.
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Drive talent reviews, performance management, and calibration across the SD function.
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Champion a culture of accountability, customer focus, and continuous improvement.
Stakeholder & Cross-Functional Engagement
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Serve as the primary SD point of contact for peer GTI functions.
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Build and maintain strong relationships with key business stakeholders.
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Collaborate with regional SD leads and managers to address customer escalations and service issues.
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Provide regular operational reporting to the Senior Director, GES and GTI leadership.
Engineering Segments Engagement
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Own the customer relationship between GES and engineering segments globally; serve as the primary point of contact for segment leads regarding infrastructure, service quality, and engineering productivity.
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Establish and maintain a regular engagement cadence with segment representatives to understand development pipeline needs, CI/CD tooling requirements, and environment pain points.
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Proactively identify opportunities to improve developer productivity and engineering experience — including build performance, environment stability, tooling access, and onboarding friction.
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Collaborate with SD Leads, GOE, and Architecture & Standards teams to translate segment feedback into actionable service improvements and capacity planning inputs.
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Track and report on segments satisfaction, developer productivity trends, and GES contribution to engineering velocity — escalate where GES environment is a constraint on delivery.
QUALIFICATIONS & EXPERIENCE
Required
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Extensive relevant experience in infrastructure management, service delivery, or technology operations, with a significant portion of that time spent in senior leadership — managing global or multi-regional teams at scale.
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Proven track record leading large, geographically distributed teams across multiple countries and regions.
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Deep understanding of ITSM frameworks (ITIL) and IT governance practices (COBIT or equivalent).
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Strong experience managing budgets, headcount planning, and resource allocation at a global scale.
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Demonstrated ability to drive transformation programmes and change across complex organizations.
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Experience operating in a matrixed, multinational corporate environment.
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Excellent written and verbal communication skills in English; comfortable presenting to executive audiences.
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Sound understanding of asset management practices, including CMDB governance, hardware lifecycle management, and software asset inventory at enterprise scale.
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Demonstrable knowledge of data center operations and management, including RDC/colocation environments, capacity planning, and infrastructure governance.
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Working knowledge of server and storage technologies, including enterprise server platforms, SAN/NAS storage, and backup/recovery frameworks.
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Familiarity with vulnerability management processes, including risk prioritization, remediation tracking, and coordination with information security teams to ensure compliance.
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Familiarity with software development practices and the software development lifecycle (SDLC); ability to engage credibly with engineering and development teams on environment and tooling requirements.
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Working knowledge of CI/CD concepts and common pipeline patterns; exposure to CI/CD platforms, sufficient to understand engineering dependencies and environment requirements.
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Understanding of developer workflow tooling and environment needs — including source control, build systems, artifact management, and test infrastructure — as they relate to GES infrastructure provisioning and support.
Preferred
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Background in software engineering, or large-scale enterprise Technology environments.
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Hands-on or oversight experience with virtualization technologies (VMware ESXi, OpenStack, or equivalent platforms).
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Experience with high-performance or grid computing environments — including job scheduling, compute cluster management, and distributed compute platforms.
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Understanding of enterprise networking concepts, sufficient to oversee network-dependent service delivery.
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Experience working with or transitioning to cloud-managed or hybrid infrastructure models.
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Prior experience in a software engineering, DevOps, or platform engineering role — or significant direct collaboration with software development teams; comfort discussing CI/CD pipelines, build performance, and developer environment requirements.
EDUCATION
Degree — Required
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Bachelor's degree in Computer Science, Computer Engineering, Information Technology, Software Engineering, or a closely related technical discipline.
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Degrees in other disciplines will be considered where accompanied by strong relevant experience.
Advanced Education — Preferred
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Master's degree in Computer Science, Information Technology, Engineering Management, or an MBA with a technology focus.
CERTIFICATIONS
IT Service Management & Governance — Preferred
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ITIL v4 Foundation — required; Managing Professional or Strategic Leader tracks highly valued.
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COBIT 2019 Foundation or Practitioner — IT governance and control framework knowledge.
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ISO 27001 Lead Implementer or Auditor — advantageous for security governance oversight.
Project & Programme Management — Advantageous
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PMP (Project Management Professional) — PMI.
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PRINCE2 Practitioner or PRINCE2 Agile.
LOCATION & TRAVEL
This is a global role with flexibility on base location.
Regular international travel to regional sites and team face-to-face meetings is expected.
REPORTING STRUCTURE
Reports to: Senior Director, Global Engineering Services (GES)
Direct reports: Regional SD Leads — Americas, EMEA, APAC
Functional scope: Full global SD organization
We are Siemens:
At Siemens Software, flexibility is how we work—hybrid by default, built on trust and autonomy. Together, 30,000 people across more than 200 countries build technology that shapes the real world.
You'll grow through real projects, strong technical peers, and global mobility, backed by the scale and benefits of an industrial software leader. We're committed to equality and inclusion, and we hire based on merit, skills, and impact. Bring your curiosity and creativity and help us shape tomorrow!
Diversity & Inclusion
We value equal opportunities and welcome applications from people with disabilities. At Siemens, we believe people who've had real experiences dealing with being different will excel as leaders. Let's foster a culture of creativity and innovation. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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