IT DX Customer Service Business Partner

Siemens Healthineers

About The Position

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. 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.

Requirements

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
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 and stakeholders)
Passion for Healthcare products and services
Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field (mandatory).

Nice To Haves

Master’s degree (MBA, MSc in IT Management, or similar) preferred for the strategy/business alignment aspect

Responsibilities

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.