SENIOR MANAGER OPERATIONS SERVICE MANAGEMENT

SENIOR MANAGER OPERATIONS SERVICE MANAGEMENT

COMPANY & ROLE HILIGHTS

Fresenius Medical Care, worldwide multinational company leader in the production of dialysis machinery and in the delivery of services for the treatment of renal insufficiency, is looking for a

Senior Manager Operations Service Management and Professional Services for the Digital Service Operations team (DSO).

The professional will report into VP Digital Services Operations and will manage a team of approximately +10 FTEs based in Germany. In this role, you will ensure the readiness of the team for the ongoing delivery operational services within the organization. Apart from that, you will actively and pragmatically demonstrate holistic leadership principles by driving team development and change management to achieve business objectives.

You will have a permanent Italian contract, with the availability to work fully remote from Italy.

RESPONSIBILITIES

• Develop and implement strategic plans for operations service management and professional services in alignment with the overall organizational goals
• Provide mentoring, guidance, coaching, and development opportunities for team members.
• Lead team members to identify and assess risks associated with service operations and develop and implement risk mitigation strategies to minimize disruptions
• Allocate resources effectively to meet service demands.
• Identify and drive change in a forward-looking, solution-oriented and proactive manner
• Ensure a strong and motivated team by driving alignment between team members and business goals
• Drive team development by identifying and coaching talent and ensuring transparent and participative communication
• Participate in handling incidents and problems
• Establish key performance indicators (KPIs) and regularly monitor and report on the performance of services. 
• Monitor and analyze customer feedback to identify areas for improvement and implement initiatives to enhance customer satisfaction with service delivery.

REQUIREMENTS

• University / postgraduate (Master/Bachelor) degree in IT Technology or similar
• Extensive professional experience (8 – 10 years) in a similar role within an international company with strong operational expertise as well as expertise in people management and team development
• Several years (4 – 6 years) of experience in planning and managing resources to achieve predetermined objectives.
• Strong communications skills with the ability to communicate effectively across the organization
• Hands-on mentality with the ability to work operationally
• Accountable and proactive with experience in managing stakeholders across the organization
• Strong IT skills (MS Office, MS OS, SAP, intranet, MS Server OS, MS SQL Server, Cyber Security)
• Solid understanding of the basics of e-health, data security and related topics  
• Current knowledge of IT and digitalization with expertise in HL/- and FHIR
• High Language proficiency in English is a must (writing, reading, and presenting)
• Proficiency in German would be an advantage

Willingness to travel as per business requirements