IT DX Customer Service Business Partner

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* IT Business Partner Manager (BPM) manages relationships with business, internal key user & process owners for all IT related topics.
* Consults & supports the implementation of new or changed services and solutions
* Ensures high customer satisfaction by translating business demands into IT service requirements

​​The IT Diagnostics (DX) Business Partner for Customer Service will act as the strategic interface between IT and DX Customer Service, ensuring alignment of IT capabilities with operational needs. The role manages stakeholder relationships within business, IT, internal key user & process owner, consults & supports the implementation of new or changed services and solutions. Ensures high customer satisfaction by translating business demands into IT service requirements driving technology and digitalization for the business.  

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Responsibilties: 

• ​Act as the primary point of contact for all stakeholders and business teams  

• ​Act as the voice of the business into IT, ensuring business needs, requirements and expectations are clearly communicated and aligned 

• ​Understand business processes, priorities, challenges and translate them into IT roadmaps, projects and initiatives  

• ​Define IT strategy and landscape and manage IT project portfolio  

• ​Evaluate and prioritize incoming business demands, define scope and define concept, design, development, testing and deployment, incl. financials  

• ​Drive cross functional alignment, standardize and optimize IT services to enhance efficiency and user experience (global and regional) through technology driven CS process optimization and seamless integration 

• ​Support IT service continuity, application management, incident management and escalation resolution.  

​​​Professional Experience 

• ​5-7 + years of progressive (IT) Business Partner/Analysis experience, with at least 3 years in a Senior Business Partner role. 

• ​Proven track record in: 

• ​Defining and executing IT/digital strategies. 

• ​Leading IT service management (ITSM) and operational excellence. 

• ​Driving transformation initiatives (e.g., cloud, digital platforms, automation). 

• ​Experience managing budgets, vendors, and multi-disciplinary teams. 

• ​Strong background in governance, risk, compliance, and cybersecurity oversight. 

• ​Project Management Experience​​ 

Proficient in:  

• Strategic Planning, IT Consulting, Demand and Project Management as well as Customer / Stakeholder Management  

• Current IT technologies, standards, trends and innovations for customer service driving customer experience: Genesys, ServiceNow (CSM & FSM), Salesforce, SAP, Snowflake, Smartsheet, AI & Data driven solutions, Customer-Facing platforms  

• ITIL knowledge together with ITSM experience  

• Working with Lean, Agile and/or CCPM methodologies  

• Financial Management  

Knowledge of:  

• IT Portfolio, service, demand and project management  

• CS, CS ML, Analytics, Learning Management & CRM Business processes  

• IT Infrastructure services and architecture  

• Information security & data privacy as applicable in medical industry  

• IT systems in a quality regulated medical environment.  

• Certain aspects of IT Financial Management  

• Fluency in English  

Skills:  

• Solution focused and customer satisfactory way of thinking  

• Experience in navigating complex product and business relationships and engaging with senior executives   

• Collaboration and communication skills across Teams, matrixed Organizations, Departments and Countries  

• Broad consulting / leadership / motivator / facilitator / team building skills  

• Presentation and moderation skills, ability to lead and coach teams or colleagues  

• Personal network skills (towards business