Quality Control Applications Service Manager
Quality Control Applications Service Manager
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1 Vacancy
Job Description
We are seeking a highly skilled and experienced Application Service Manager to oversee the delivery and support of our Quality Control (QC) suite of products within our Diagnostics and Genomics (D&G) business unit.
This portfolio of software products helps manage quality control data for customers globally assisting them with adherence to lab quality standards through rule evaluations peer comparison and reporting functionality. These applications and their support are critical to our customers and they must be managed to a high degree of compliance and control. There are internal facing tools that support operations that form part of this suite which will also fall under the remit of this role. This is a key growth area for D&G and the service model will be vital in helping to drive towards our business objectives while ensuring customer satisfaction with our offerings.
The ideal candidate will have a strong background in IT service management with a deep understanding of ITIL principles and their use in managing and supporting applications ideally externally facing customer applications. The Service Manager will be responsible for ensuring the highest level of service quality customer satisfaction and operational efficiency.
You will be working closely with several teams including the D&G commercial team the product manager as well as with associated vendors. You will liaise closely with various teams in Group IT such as Infrastructure Security Quality and others as required to enable you to deliver service as per customer requirements. Interaction with Business Operations and Business Quality teams will also be required to help deliver the desired services.
The role will report into the Head of Digital Products for our D&G business. This is a new role leading a new function that is being established by consolidating existing teams that currently manage our QC application suite today.
Key Responsibilities
- Oversee the endtoend service delivery of the QC suite of applications ensuring alignment with business objectives and customer needs.
- Implement and manage ITILbased service management processes including Incident Management Problem Management Change Management and Service Level Management.
- Monitor and report on service performance using key performance indicators to measure service quality customer satisfaction and operational efficiency. Develop a full reporting suite on the standard service management KPIs for regular circulation to key stakeholders.
- Develop and maintain strong relationships with key stakeholders including customers internal teams and thirdparty vendors.
- Ensure effective communication with customers related to services covering availability updates feature improvements etc
- Lead and coordinate the resolution of major incidents and service disruptions ensuring timely communication and effective problem resolution.
- Drive continuous improvement initiatives to enhance service delivery reduce incidents and improve customer satisfaction.
- Ensure compliance with relevant regulatory and security standards.
- Manage the service budget including cost control and resource allocation
Qualifications :
Essential
- Bachelors degree or equivalent experience in Information Technology Computer Science or a related field.
- ITIL certification (Foundation level or higher) is required.
- Demonstrable track record in IT service management particularly in overseeing customerfacing digital products.
- Strong understanding of ITIL principles and their application in a digital environment.
- Excellent problemsolving and analytical skills.
- Good communication and interpersonal skills with the ability to build and maintain relationships with stakeholders at all levels.
- Experience in managing and leading teams with a focus on service delivery and customer satisfaction.
- Knowledge of relevant regulatory and security standards.
Advantageous
- Experience in a similar role within the technology or digital services industry.
- Familiarity with service management tools and software.
- Project management certification (e.g. PMP PRINCE2 is a plus.
Additional Information :
OUR VALUES
- PASSION
- CURIOSITY
- INTEGRITY
- BRILLIANCE
- RESPECT
EQUAL OPPORTUNITIES
LGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age disability race color ethnic or national origin sex sexual orientation gender reassignment marital or civil partnership pregnancy or maternity religion or belief. Short listing interviewing and selection will always be carried out without regard to gender sexual orientation marital status color race nationality ethnic or national origins religion or belief age or trade union membership.
For more information about LGC please visit our website www.lgcgroup
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
