Change Analyst 841984

At Bayer were visionaries driven to solve the worlds toughest challenges and striving for a world where Health for all Hunger for none is no longer a dream but a real possibility. Were doing it with energy curiosity and sheer dedication always learning from unique perspectives of those around us expanding our thinking growing our capabilities and redefining impossible. There are so many reasons to join us. If youre hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference theres only one choice.

Change Analyst

POSITION PURPOSE:

The Performance & Service Manager is responsible for steering and managing the operational interfaces to service providers for service processes (e.g. transitioning ordering service level reporting and management compliant and escalation management) to ensure that value is achieved from outsourced relationships and services. This profile supports the development and maintenance of the IT framework and methodology to be used in managing and integrating multiple aspects of performance and value across IT vendor management processes services and contracts. The Service & Performance Manager acts as contact point for internal IT and business stakeholders towards the providers for operational topics. This role is responsible for the enforcement of one or more global ITSM processes in close collaboration with the accountable process owner and a close partnership within the Partner command center.

YOUR TASKS AND RESPONSIBILITIES:

• Ensure that processes are followed by all stakeholders including Vendors Third Parties Suppliers Customer representatives
• Enforces process adherence across all suppliers and escalating to appropriate managers and service owners when process standards are not met.
• Communicates strategic process changes to relevant parties. Organizes and chairs calls and meetings as required by process.
• Monitors process performance metrics and Key Performance Indicators (KPls) & performance SLAs
• Ensure Service quality and availability and performs required quality checks
• Ensure quality reports are produced distributed and utilized and ensure cross service improvement opportunities
• Ensure all activities in IT environment are being performed under process control
• Escalates analyzes and resolves service performance issues
• Register and implement process improvements based on audit findings
• Facilitate and participate in process audits
• Reviews opportunities and provides approval for process enhancements
• Design update of the Integrate process/procedures and KPls aligned with contractual obligations across all partners
• Propose process improvements and ensures that the process documentation is uptodate adequate and available
• Drives continuous improvement and enables innovation
• Reviews Customer Satisfaction Survey information and takes appropriate action

WHO YOU ARE:

• University degree in business administration and/or informatics Or similar education
• Extensive experience with setting up key performance indicators and operations planning
• Knowledge and experience in process management for global environments Proven leadership motivational and interpersonal skills as well as experience in managing governance in matrix organizations & multi partner ecosystem
• Strong knowhow in IT Service Management Processes and IT Operations procedures and tool architecture ITIL certified
• Good experience on Service management tool (eg service now) analytical tools and good understanding of agile project management skills
• Profound Knowledge of information technology and/or infrastructure operations
• Strong communication skills analytical structural and strategic skills
• Deliver responsibilities with rational expertise accuracy persistence resilience and creativity seeking to work both independently and collaboratively
• Profound English language skills and intercultural communication

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