ITS Business Partner for GBS

Goal of Function

The IT Business Partner acts as a liaison between Global Business Services and IT Solutions 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 ITS support processes.

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.
• Analyze results with the GBS management and define measures.

Requirements

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