At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where ,Health for all, Hunger for none’ is no longer a dream, but a real possibility. We’re 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 you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s 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 SLA's
• 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 KPl's aligned with contractual obligations across all partners
• Propose process improvements and ensures that the process documentation is up-to-date, 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 eco-system
• Strong know-how 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

Ever feel burnt out by bureaucracy? Us too. That's why we're changing the way we work- for higher productivity, faster innovation, and better results. We call it Dynamic Shared Ownership (DSO). Learn more about what DSO will mean for you in your new role here 
https://www.bayer.com/enfstrategyfstrategy 

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