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.