# IT Service Manager (m/f/d) at Sonova

Sonova is hiring an IT Service Manager (m/f/d). Level rates it Little AI ●○○○; you can [apply on Sonova](https://jobsbylevel.com/go/c80f7f06-25aa-4a00-99b5-96ded8d4fb84?utm_medium=ai-agent).

AI Level 1, AI centrality 36 out of 100. Warrington, United Kingdom.

## Details

- Company: [Sonova](https://jobsbylevel.com/companies/sonova)
- AI level: AI Level 1 (score 36 out of 100)
- Location: Warrington, United Kingdom
- Posted: November 13, 2026
- Apply: https://jobsbylevel.com/go/c80f7f06-25aa-4a00-99b5-96ded8d4fb84?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=it-service-manager-m-f-d-at-sonova-6977c6

## Description

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

Source: https://jobsbylevel.com/jobs/it-service-manager-m-f-d-at-sonova-6977c6

## Cite this page

Level. https://jobsbylevel.com/jobs/it-service-manager-m-f-d-at-sonova-6977c6.

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