Job Description

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 vision—“Creating a future worth living. For patients. Worldwide. Every day.”—we work with purpose and compassion, supported by a global team of over 125,000 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

Home as one of Care Enablement’s three therapy verticals, focused on providing patients with flexible dialysis options they can perform at home—including 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 settings. Join 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 subject‑matter expert for all technical, non‑technical, 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 end‑to‑end operational excellence of digital services, managing their lifecycle, partner performance, service quality, and cross‑functional 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 cross‑functional 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 high‑complexity service implementations and independently lead low- and medium‑complexity 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 cross‑functional teams to ensure project success.

Your Profile:

• Information Technology or similar. Bachelor’s 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 Offer For You:

There is a lot you can discover at Fresenius Medical Care, regardless in which field you are an expert and how much experience you have - all dedicated to your professional journey.

• Whether in front of or behind the scenes - you are helping to make ever better medicine available to more and more people 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 of committed people with a wide range of skills, talents and experience

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