IT Service Manager (m/f/d)

Sonova is hiring an IT Service Manager (m/f/d). Level rates it ; you can apply on Sonova.

Level's read on this job

On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
Level lists 383 other open roles at Sonova.
The role was posted in the last few days.

AI in this role

Warrington, hybrid We’re looking for an IT Service Manager to take ownership of our core business applications (such as POS, PMS, CRM, contact center / CTI and retail ERP), acting as the customer-side service owner and primary operational link with external software vendors. You will ensure high application stability and service continuity for global commercial operations, working closely with business stakeholders and external service providers across a multi-country landscape, including platforms such as Microsoft Dynamics 365 and Navision / Business Central. This is a hands‑on governance role with strong ownership of incidents, problems, processes, and vendor performance. What you’ll do

Own end‑to‑end service delivery, incidents, service improvements and problem backlog to eliminate systemic software bugs impacting store operations
Govern and challenge external L2/L3 vendors (SLAs, KPIs, backlogs) to deliver permanent technical fixes
Lead major incident coordination and root‑cause resolution for store-critical application outages
Enforce service transition and operational acceptance standards for releases, rollouts, and new country deployments, ensuring solutions are supportable before handover into steady-state operations.
Ensure business continuity and operational resilience for store-critical applications, including support readiness, fallback awareness, and service recovery coordination.
Communicate clearly with business stakeholders and influence vendor teams without direct line authority

What you bring

Proven experience in IT service management and application support delivery across a multi-country business, with experience governing solutions across store operations (POS/PMS), customer contact centrers (CRM, CTI), and backoffice ERPs
Several years of external vendor governance and managed services oversight (L2/L3 SLAs, KPIs, backlogs)
Strong ITIL / service management background
Ability to gatekeep project-to-operations handovers (Operational Acceptance)
Confidence to navigate complex matrix organizations and lead through influence
Fluent English

More about what we offer

As one of the world’s leading hearing care providers headquartered in Switzerland, we’re committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work, through our flexible hybrid working model.
We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans.

Be part of a major IT transformation
Shape ways of working, service models, and vendor setups
High autonomy, flexible working style, global exposure
Impactful role at the intersection of IT, vendors, and business #LI-NB1

How we rate this

IT Service Manager (m/f/d) at Sonova rates 36 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.