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 RESPONSIBILITIESStrategic Leadership- Define and execute the global Service Delivery strategy aligned with GES and GTI priorities.
- Set the vision, operating model (Follow-the-Sun), and performance standards for SD across all three regions.
- Lead the annual planning cycle for SD: headcount, budget, initiatives, and OKRs.
- Represent the SD function at GES leadership reviews, executive briefings, and cross-functional forums.
- Drive continuous improvement in service delivery maturity, tooling, and process standardization.
Operational Excellence- Own the end-to-end SLO/SLA framework for the SD function globally; ensure targets are met and reported.
- Partner with the Global Operations Excellence (GOE) team to enforce standards, monitoring, and governance.
- Ensure all regions are aligned on tooling, processes, CMDB accuracy, and asset management practices.
- Oversee the successful delivery of global programmes (e.g., PCD migration, device refresh, CMDB clean-up...etc).
- Identify operational risks and blockers across regions; escalate and resolve proactively.
People Leadership- Directly lead three Regional SD Leads (Americas, EMEA, APAC) and maintain accountability for the full SD organization.
- Build a high-performing, engaged, and geographically distributed team; develop regional leaders and successors.
- Drive talent reviews, performance management, and calibration across the SD function.
- Champion a culture of accountability, customer focus, and continuous improvement.
Stakeholder & Cross-Functional Engagement- Serve as the primary SD point of contact for peer GTI functions.
- Build and maintain strong relationships with key business stakeholders.
- Collaborate with regional SD leads and managers to address customer escalations and service issues.
- Provide regular operational reporting to the Senior Director, GES and GTI leadership.
Engineering Segments Engagement- 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.
- Establish and maintain a regular engagement cadence with segment representatives to understand development pipeline needs, CI/CD tooling requirements, and environment pain points.
- Proactively identify opportunities to improve developer productivity and engineering experience - including build performance, environment stability, tooling access, and onboarding friction.
- Collaborate with SD Leads, GOE, and Architecture & Standards teams to translate segment feedback into actionable service improvements and capacity planning inputs.
- 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 & EXPERIENCERequired- 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.
- Proven track record leading large, geographically distributed teams across multiple countries and regions.
- Deep understanding of ITSM frameworks (ITIL) and IT governance practices (COBIT or equivalent).
- Strong experience managing budgets, headcount planning, and resource allocation at a global scale.
- Demonstrated ability to drive transformation programmes and change across complex organizations.
- Experience operating in a matrixed, multinational corporate environment.
- Excellent written and verbal communication skills in English; comfortable presenting to executive audiences.
- Sound understanding of asset management practices, including CMDB governance, hardware lifecycle management, and software asset inventory at enterprise scale.
- Demonstrable knowledge of data center operations and management, including RDC/colocation environments, capacity planning, and infrastructure governance.
- Working knowledge of server and storage technologies, including enterprise server platforms, SAN/NAS storage, and backup/recovery frameworks.
- Familiarity with vulnerability management processes, including risk prioritization, remediation tracking, and coordination with information security teams to ensure compliance.
- 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.
- Working knowledge of CI/CD concepts and common pipeline patterns; exposure to CI/CD platforms, sufficient to understand engineering dependencies and environment requirements.
- 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- Background in software engineering, or large-scale enterprise Technology environments.
- Hands-on or oversight experience with virtualization technologies (VMware ESXi, OpenStack, or equivalent platforms).
- Experience with high-performance or grid computing environments - including job scheduling, compute cluster management, and distributed compute platforms.
- Understanding of enterprise networking concepts, sufficient to oversee network-dependent service delivery.
- Experience working with or transitioning to cloud-managed or hybrid infrastructure models.
- 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.
EDUCATIONDegree - Required- Bachelor's degree in Computer Science, Computer Engineering, Information Technology, Software Engineering, or a closely related technical discipline.
- Degrees in other disciplines will be considered where accompanied by strong relevant experience.
Advanced Education - Preferred- Master's degree in Computer Science, Information Technology, Engineering Management, or an MBA with a technology focus.
CERTIFICATIONSIT Service Management & Governance - Preferred- ITIL v4 Foundation - required; Managing Professional or Strategic Leader tracks highly valued.
- COBIT 2019 Foundation or Practitioner - IT governance and control framework knowledge.
- ISO 27001 Lead Implementer or Auditor - advantageous for security governance oversight.
Project & Programme Management - Advantageous- PMP (Project Management Professional) - PMI.
- PRINCE2 Practitioner or PRINCE2 Agile.
LOCATION & TRAVELThis is a global role with flexibility on base location.
Regular international travel to regional sites and team face-to-face meetings is expected.
REPORTING STRUCTUREReports to: Senior Director, Global Engineering Services (GES)
Direct reports: Regional SD Leads - Americas, EMEA, APAC
Functional scope: Full global SD organization
The salary range for this position is $180,400 to $324,700 and this role is eligible to earn incentive compensation. The actual compensation offered is based on the successful candidate's job-related skills, experience, and relevant education/training.
You'll Benefit From
Siemens offers a variety of health and wellness benefits to our employees. Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html
The pay range for this position is 180,400 - 324,700 annually with a target incentive of 15 of the base salary. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.
