Operations Service Owner

Operations Service Owner

At Fresenius Medical Care we are the global leader in kidney care committed to improving the lives of patients with chronic kidney disease. Our mission is to deliver high-quality innovative products services and care across the entire healthcare journey. Guided by our visionCreating a future worth living. For patients. Worldwide. Every work with purpose and compassion supported by a global team of over 125000 employees.

Within our Care Enablement segment we develop and provide life-sustaining medical products digital health solutions and therapies that empower clinical teams and improve patient outcomes. Our FME Reignite strategy drives transformation through innovation efficiency and sustainable growth.

Our values guide how we work:

• We Care for our patients each other and our communities

• We Connect across teams and borders to deliver excellence together

• We Commit to doing things the right way growing with purpose and leading kidney care with integrity and innovation

Homeasone of Care Enablements three therapy verticals focused on providing patients with flexible dialysis options they can perform at homeincluding home hemodialysis and peritoneal dialysis. The mission is to improve patient autonomy quality of life and clinical outcomes through innovative products services and support.

The team works cross-functionally across R&D Manufacturing Supply Chain Quality Regulatory and Commercial functions to deliver personalized home therapy solutions and expand access to care beyond traditional clinical our passionate team and help shape healthcare worldwide!

The Operations Service Owner (OSO) is responsible for enabling and managing digital services throughout their entire lifecycle acting as the subjectmatter expert for all technical nontechnical process and service-related topics. The OSO ensures stable service operations drives continuous improvement and manages complex projects aligned with the Service Management framework.

Your Responsibilities:

This position is responsible for ensuring endtoend operational excellence of digital services managing their lifecycle partner performance service quality and crossfunctional coordination. The OSO combines technical expertise strong service management skills stakeholder leadership and project management capabilities to ensure reliable scalable and compliant digital service operations.

1. Service Operations & Lifecycle Management

• Implement the operational strategy for digital services especially for edge environments IoT devices gateways and EMR/EHR integrations.
• Ensure reliability scalability recoverability security and efficiency of digital services.
• Oversee delivery and performance of services ensuring compliance with SLAs and KPIs.
• Lead the resolution of operational issues coordinating crossfunctional teams and minimizing downtime.
• Maintain service documentation including Service Design Concepts Implementation Blueprints and Service Manuals.
• Manage service transition to Service Managers and Operations teams.
• Keep services updated in the service catalogue.

2. Partner & Stakeholder Management

• Manage relationships with key technology and service partners ensuring contractual performance and handling escalations.
• Communicate effectively with internal service verticals and IT stakeholders.
• Define service interfaces support SLA/OLA negotiation and support contract drafting.

3. Performance Monitoring & Continuous Improvement

• Develop analytics KPIs and performance reporting for services and business verticals.
• Identify trends risks and opportunities for service optimization.
• Maintain compliance with global standards and risk mitigation strategies.
• Contribute to governance create budgets report service costs and support policy development.

4. Incident Problem & Change Management

• Work closely with Service Managers to resolve incidents problems and change requests.
• Receive service defects manage problem-solving workflows and oversee improvements.
• Support highcomplexity service implementations and independently lead low- and mediumcomplexity ones.

5. Project Management

• Lead and manage complex projects including planning scheduling risk assessment and issue tracking.
• Establish and maintain communication plans and project governance standards.
• Support the development of project processes and best practices.
• Mentor junior staff and work with crossfunctional teams to ensure project success.

Your Profile:

• Information Technology or similar. Bachelors degree required; advance degree preferred
• Minimum three or more years experience as Service Manager/Service Owner
• Minimum five or more years experience as Project Manager
• Minimum ten or more years experience
• Dealing with Ambiguity and Hypothesis-Driven Thinking
  • the capacity to function well when information is incomplete or uncertain.
  • a structured approach to solving problems when the data is incomplete.
• Stakeholder Management
  • Managing relationships with stakeholders customers vendors
  • Negotiation and conflict resolution
• Problem-Solving and Decision-Making
  • Analytical mindset
  • Prioritization and decision-making under pressure
• Leadership and Team Collaboration
  • Leading cross-functional teams
  • Influencing without authority
• Communication
  • Clear verbal and written communication
  • Explaining technical issues to non-technical stakeholders
  • Leading meetings discussions and workshops
• Time Management
  • Coordinating and prioritizing multiple projects
• Meeting deadlines

Our OfferForYou:

There is a lot you can discover at Fresenius Medical Care regardlessinwhich field you are an expert and how much experience you have-alldedicated to your professional journey.

• Whether in front of or behind the scenes - you are helping to make ever better medicine available tomore and morepeople around the world

• Individual opportunities for self-determined career planning and professional development

• A corporate culture in which there is enough room for innovative thinking - to find the best solution together not the quickest one

• A large number ofcommitted people with a wide range of skillstalentsand experience

• The benefits of a successful global corporation with the collegial culture of a medium-sized company
• Hybrid work