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Who we are

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Warrington, United Kingdom

IT Service Manager (m/f/d)

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

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Recruitment Fraud Warning

We have become aware of fraudulent recruitment activities in which individuals falsely claim to represent Sonova or recruitment agencies acting on our behalf. These individuals may contact potential candidates by email, messaging services or other channels and may offer employment opportunities or recruitment-related services, such as CV preparation or review, in exchange for payment.

Sonova will never ask candidates to pay fees or make payments as part of our recruitment process. We also do not require candidates to purchase recruitment, CV preparation, training or similar services as a condition of applying for or obtaining employment with us.

Please exercise caution if you receive an unsolicited communication claiming to relate to a vacancy at Sonova, particularly if it requests payment, financial information or other sensitive personal information.

If you are uncertain whether a recruitment communication is genuine, please verify the vacancy through our official careers page or contact us through the contact details published on our website.

Sonova accepts no responsibility for fraudulent communications or transactions made by individuals or organisations falsely claiming to represent us.
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