Sr Manager/Director - DTI Business Partner for GBS

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.