Sr Manager/Director - DTI Business Partner for GBS

Posted:
8/21/2024, 5:00:00 PM

Location(s):
Massachusetts, United States ⋅ Muntinlupa, Metro Manila, Philippines ⋅ Lexington, Massachusetts, United States ⋅ Metro Manila, Philippines ⋅ Lower Silesian Voivodeship, Poland ⋅ Wrocław, Lower Silesian Voivodeship, Poland

Experience Level(s):
Senior

Field(s):
IT & Security

Goal of Function:

The IT Business Partner acts as a liaison between Global Business Services and Global Digital Technology and Innovation departments. The Business Partner works with stakeholders Globally to develop a technology strategy, align technology solutions with business needs, build business cases for new projects/programs, manages escalations, and assists with problem resolution. He/she ensures effective communication and transparency and drives improvement of the DTI support processes.

Tasks and Responsibilities:

  • Liaison Between Business and IT:
    • Lead and develop a global technology strategy for GBS with GBS leadership
    • Act as a bridge, understanding business requirements and translating them into IT initiatives.
    • Build business cases for technology projects/programs and navigate the required approval processes.
    • Facilitate communication between business leaders, end-users, and IT teams.
    • Communicate IT service management processes, contact persons and escalation contacts for applications or technologies in use by GBS.
    • Ensure alignment of IT strategies with overall business goals.
  • Escalation Handling:
    • Address and resolve escalated issues promptly.
    • Collaborate with relevant teams to identify issues and find long term solutions.
    • Maintain a positive relationship during challenging situations.
  • Transparency and Process Improvement:
    • Provide transparency about IT support processes, service levels, and incident management.
    • Identify areas for process improvement and efficiency gains.
    • Foster a culture of continuous improvement.
  • Expectation Management:
    • Set clear expectations with stakeholders regarding timelines, deliverables, and outcomes.
  • Reporting and Metrics:
    • Develop and maintain relevant Support KPIs and metrics for GBS.
    • Provide reports on IT tickets from SNOW.
    • Analyse results with the GBS management and define measures.

Education & Qualification

  • Bachelor’s or Master’s degree in Computer Science, Business Management, Business Administration or related field.
  • 7+ years of experience in IT program/project management, IT Service management, Project/Program management, business partnering or in an equivalent position.
  • Excellence communication skills and conflict solving abilities
  • Strong analytical and problem-solving skills
  • Quality and target-oriented working mode
  • Pro-active, change & solution oriented
  • Continuous optimization approach
  • High engagement on achieving targets and objectives of the position
  • Highly motivated individual, that works well under pressure
  • Good moderation and presentation skills
  • Ability to work effectively in a globally dispersed team and business partners
  • Willingness to travel
  • Familiar with ITIL and service management processes
  • Presentation skills
  • (agile) project management methodologies
  • Understanding of Fresenius Medical Care’s Enterprise Systems
  • Understanding of Fresenius Medical Care’s infrastructure environment
  • Basic SAP knowledge
  • Fluent in English (written and spoken) other languages such as Polish, German or Spanish would be an advantage.