ITS Business Partner for GBS, Senior Expert

Fresenius Medical Care core values:

Fresenius Medical Care is a people business. Our success depends on having the best and brightest employees, and helping them attain their personal and professional goals while delivering excellence in patient care and business results. Our employees embody our culture which is based on core values supporting our promise to improve the quality of life of every patient every day. These core values are: We Care. We Connect. We Commit.

Goal of Function:

The IT GBS Business Partner, Senior Expert acts as a strategic partner between Global Business Services and IT Solutions departments. The Business Partner works with senior stakeholders Globally to develop a technology strategy, align technology solutions with business needs, build business cases for new projects/programs, act as a point of escalations, and build strong relationships with GBS leaders. He/she ensures effective communication and transparency and drives improvement of the IT Solutions in GBS

Responsibilities:

Partner with GBS LT

• Lead and develop a global technology strategy for GBS with GBS leadership team

• 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.

• Lead 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.

• Collaborate with internal teams in ITS to ensure appropriate solutions are being deployed to address business needs

• Lead and manage the pipeline of projects with the GBS LT including AI initiatives

Escalation Handling:

• Act as the first point of escalation for critical/high priority issues

• Ensure communication to the senior leaders in GBS during times of escalation and ensure we find workaround solution if applicable.

• 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.

• Measure and track improvement initiatives and show case these to GBS LT

Expectation Management:

• Set clear expectations with stakeholders regarding timelines, deliverables, and outcomes.

Reporting and Metrics:

• Report out status, timelines, decisions to GBS LT as required by projects

• Develop and maintain relevant Support KPIs and metrics for GBS.

• Analyze results with the GBS management and define measures.

• Work with ITS ELT to implement the defined improvement measures

Requirements:

• Bachelor’s or Master’s degree in Computer Science, Business Management, Business Administration or related field.

• 10+ 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

• Decision Making in a complex and ambiguous environment

• Ability to Communicate with senior leaders - SVPs, CIO etc

• 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

• (agile) project management methodologies

• Basic SAP knowledge

• Fluent in English (written and spoken) other languages such as Polish, German or Spanish would be an advantage.