IT Business Partner - US

Job description

SHL Medical is a world-leading provider in the design, development, and manufacturing of advanced self-injection devices. With a global team of 6,000 employees, we partner with leading pharmaceutical and biotech companies to deliver innovative autoinjectors, pen injectors, and other drug delivery systems that ensure effective treatment for patients. Headquartered in Switzerland since 2018, with key operations in Sweden, Taiwan, and the US, we are united by a commitment to innovation, impact, and growth. Together, we empower our people to develop solutions that make a meaningful difference in the lives of millions of patients while fostering a supportive, inclusive, and dynamic workplace for our colleagues. Job Overview The IT Business Partner (ITBP) is the central link between the site's business functions (Production, Supply Chain, Quality, Engineering, Finance, HR, etc.) and IT service delivery. The role ensures that local IT provides reliable first-level support across business applications, ICT, and security, and that the needs of the site's functions are properly understood, prioritized, and delivered – whether resolved locally or escalated to second- or third-level support (regional/corporate IT, application owners, or external vendors). As a member of the site leadership team, the ITBP contributes to the site's operational excellence agenda, ensuring IT is a proactive enabler of production continuity, digitalization, and business performance – not just a support function. The ITBP leads the local IT team and acts as escalation owner, coach, and project coordinator for IT-related initiatives at the site. Main Responsibilities Act as the primary point of contact between the site's functional leaders (Operations, Supply Chain, Quality, Engineering, Finance, HR) and IT Participate as a full member of the site leadership team, contributing an IT/digital perspective to operational excellence, continuous improvement, and site strategy discussions Translate business needs into IT requirements and priorities; ensure transparency on IT roadmaps, projects, and constraints toward site management Proactively identify opportunities where digitalisation, automation, or better use of existing systems can improve site performance (OEE, quality, safety, cost) Ensure the local IT team delivers effective first-level support across business applications (e.g. ERP, MES, quality systems), ICT (workstations, network, printers, mobile devices), and security (access management, endpoint protection, incident reporting) Own the end-to-end resolution experience for the site: track, prioritize, and escalate incidents/requests that cannot be resolved at first level to the appropriate second- or third-level support Monitor SLAs/KPIs for local and escalated tickets; hold second/third-level teams accountable for timely resolution and keep site stakeholders informed Coordinate IT-related aspects of production downtime or critical incidents, ensuring rapid response and clear communication to site leadership Coordinate, coach, and develop the local IT team, and plan team capacity and skills against site needs, including on-call/shift coverage where required by production schedules, as part and in collaboration of the DT leadership team. Gather, consolidate, and prioritize IT demand from site functions; maintain a local IT roadmap aligned with site and global corporate priorities Act as site-level project manager or local coordinator for IT/digital projects (system rollouts, upgrades, infrastructure changes, digitalization initiatives), ensuring proper change management, user training, and adoption Ensure the site adheres to corporate IT security policies, data protection requirements, and relevant regulatory/compliance standards, flagging local risks and gaps Act as local point of contact for security incidents, coordinating first response with corporate security/SOC as needed Analyze recurring incidents and support trends to identify root causes and drive permanent fixes rather than repeated firefighting Skills and Qualification Bachelor's degree in Information Technology, Computer Science, Business Informatics, Industrial Engineering, or equivalent experience Several years (typically 5+) of experience in IT, with at least part of that in a manufacturing or industrial environment Prior experience in IT service management (ITSM/ITIL), including incident, problem, and change management Experience leading or coordinating a small technical team Solid understanding of business applications relevant to manufacturing (ERP – e.g. SAP; MES; quality management systems) and of ICT infrastructure basics (network, endpoints, servers, cloud) Working knowledge of IT security fundamentals (endpoint protection, access management, incident response basics) Experience working with, or in, a matrixed organisation (local site vs. regional/global IT functions) Strong stakeholder management skills; ability to build trust and credibility with site leadership and shop-floor functions Business acumen: understanding of manufacturing operations (production, supply chain, quality) sufficient to translate operational needs into IT priorities Structured, prioritisation-driven approach to problem-solving, especially under time pressure where production continuity is at stake Fluent in the local site language and fluent in English ITIL Foundation certification – advantageous We Offer Competitive compensation package Modern working environment with state-of-the-art facilities and technologies Challenging assignments in a fast growing and innovative industry Position in a dynamic, international team of highly skilled professionals Various opportunities for personal and professional development within a global organization Please note that SHL is a drug free employer. This offer of employment is contingent upon your successful completion of various preemployment screenings, including, but not limited to, a drug test, employment verification, reference checks, and a criminal background check. For more information on SHL Medical, please visit: