Partner Management Support Expert (m/f/d) - Full/part time

Job Description Summary

As a Partner Management Support Expert (m/f/d), you will play a key role in managing external service providers and ensuring seamless collaboration across BD functions.

Please note that the base salary for this position ranges between EUR 49,000 and EUR 56,000 gross per year.

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities.

Why Join Us?

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Become a maker of possible with us!

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

Responsibilities

As a Partner Management Support Expert, you will play a key role in managing external service providers and ensuring seamless collaboration across BD functions. Your main responsibilities include:

• Act as a liaison between BPO, MMS GCS, and other BD departments to identify and resolve product or process performance issues.
• Monitor and ensure alignment of BPO performance with SLAs and implement contingency plans when needed.
• Maintain and update BD strategy in collaboration with BPO partners.
• Coordinate and resolve technical issues and service disruptions with BPO promptly.
• Escalate unresolved issues to management or specialized teams and ensure transparent communication.
• Identify and implement process improvements and best practices in Service Desk operations.
• Prepare and present regular reports on supplier performance, issue resolution, and service metrics.
• Provide training and support to BPO staff and ensure up-to-date documentation and knowledge sharing.
• make sure that our customer receives the highest quality

• Act as the primary operational contact for the external hotline partner
• Ensure consistent application of defined:
  • support processes
  • ticket handling standards
  • categorization and documentation rules
• Monitor operational KPIs, SLAs, and service quality metrics
• Prepare performance reviews and track corrective actions in case of deviations
• Coordinate operational escalations:
  • gather relevant data and context
  • involve internal Level 3 teams where required
  • ensure follow-up and closure tracking
• Organize and support:
  • regular operational meetings
  • process updates
  • knowledge transfer sessions

• Analyze service performance data, ticket trends, and customer feedback
• Identify:

• recurring issues
• process gaps
• inefficiencies and rework (Lean mindset)

• Technical education or equivalent qualification, with deep understanding of Service Desk processes.
• Minimum of 2 years of experience in a Service Desk organization, preferably within MMS.
• Strong knowledge of CRM/ERP systems (e.g., Salesforce, ServiceMax, Microsoft Dynamics).
• Excellent communication skills and ability to collaborate across multicultural teams.
• Fluent in English; additional languages (German, Dutch, Spanish, Italian, or French) are a plus.
• Demonstrated leadership, problem-solving abilities, and customer orientation.
• Experience with Lean and Agile methodologies and a continuous improvement mindset.
• High level of autonomy, professionalism, and results-driven attitude.