Cloud Experience Manager
Siemens Digital Industries Software - Transform the everyday.
Let's make the difference together!
Siemens Industry Software, a business unit of the Siemens Digital Industries Division, is a leading global provider of software, systems, and services for Product Lifecycle Management (PLM) and Manufacturing Operations Management (MOM). With our range of high-performance industrial software, we help manufacturing companies increase the flexibility and efficiency of their manufacturing processes and bring new products to market faster.
Cloud, Operations, Reliability & Engineering (CORE) is an organization within Siemens Industry Software responsible for delivering and managing the customer environments for Product life cycle management (PLM) and Manufacturing operation management (MOM) applications from Siemens portfolio on cloud. With its centers in India, Malaysia, Mexico, UK, US and Poland, CORE has successfully supported both implementation and support projects for our customers.
The Cloud Experience Manager at CORE – Cloud, Operations, Reliability & Engineering is a pivotal role, serves as the central liaison and trusted single point of contact for all critical internal and external stakeholders, ensuring seamless communication and strategic alignment. This role offers a unique opportunity to drive operational excellence and influence key decisions within a global cloud environment.
Experience Level: Mid-Level (7-11 years)
Key Responsibilities:
• Maintain the operational Governance within the regional CORE team, ensuring the operation management governance.
• Manage the customer engagement throughout the life cycle, accountable for all activities from customer onboarding to SAAS till offboarding and renewals.
• Risk & Issue management which include planning, identification, analysis, response planning and controlling.
• Proactively monitor the project's overall progress, resolve issues and initiate corrective and preventive action as appropriate.
• Review the contract and derive actions concerning risks, opportunities and contractual obligations
• Manage customer support requirements and project scope to achieve project objectives
• Stakeholder management both internal and external to Siemens, managing and resolving all issues, Manage expectations.
• Drive customer communication for outages, escalations and point of contact for Siemens CORE leadership team
• Drive innovation and improvement ideas within operations
• Manage and track the project cost escalations and inform leadership proactively.
• Ensure compliance with SLAs, OLAs, regulatory requirements, and security standards.
• Manage service health dashboards, KPIs, and operational reporting for leadership
• Oversee capacity planning, environment management, and operational readiness for releases
• Support customer escalations and executive-level service reviews.
Qualifications:
•Experience of working within an ITIL environment, A ITIL Certification is highly desirable.
•Experience managing SaaS or Cloud Operations in an enterprise environment.
•Experience in managing application Support related projects.
•Working within a customer-facing position, Managing the operations of a software business, and PLM software experience is an added advantage.
•Strong stakeholder management and customer-facing communication skills.
•Knowledge of security, compliance, and operational risk management.
•Strong analytical, troubleshooting, and decision-making capabilities.
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