IT Service Manager

We are looking for an experienced leader to take on a key role in IT Service Management (ITSM) within our organisation. The successful candidate will be responsible for effectively coordinating all aspects of service management - including incident service and change management - ensuring the rapid restoration of services and resolution of issues thereby improving overall service availability.

Key responsibilities include chairing the Change Management Board and overseeing change processes in line with Eurofins standards. The role also involves being accountable for the Service Catalogue program and related processes as well as providing strong leadership to the dedicated team ensuring efficient communication with stakeholders and the achievement of business objectives.

POSITION & OBJECTIVES:

• Managing major (P1 and P2) incidents ensuring that they are logged progressed updated authorised expedited and resolved efficiently.
• Chairing conference calls and/or group chats with participants including service managers technical support teams senior management and vendors.
• Creating & chairing the Change Management Board and logging decisions.
• Provide regular updates to senior leaders on the status and business impact of major incidents.
• Prepare post incident (root-cause analysis) documentation along with technical teams to assist with identifying the root cause of the incidents.
• Ensure proper escalation procedures are followed and correct support teams are engaged to troubleshoot the issue within agreed upon timelines. Make sure a group chat is in place followed by a bridge call for all major incidents.
• Email notifications and SMS to be triggered in case of a major incident within the given timelines.
• Regular follow-ups and updated notifications to be sent every 30 minutes based on the priority or whenever valid updates are available.
• Good knowledge of MS Excel PowerPoint and a willingness to work in multiple project related activities for all ITSM processes in scope.
• Accountable for the ITSM processes maintenance designs and improvements deemed necessary to achieve the objectives of the business.
• Own the program service catalogue in BMC Helix.
• Accountable for the overall quality of the process and oversee the management of and compliance with the procedures data models policies and technologies associated with the process.
• Coordinating interfaces between incident management and all other ITSM processes.
• Driving the efficiency and effectiveness of the change & incident management processes; producing management information including KPIs and reports for incident change release & deployment and availability management.
• Reviewing and auditing the ITSM processes.
• Assist in developing and maintaining all the ITSM processes and procedures in scope along with program and global teams.
• Automation and Power Platform
  • Experience designing and maintaining automation solutions using Power Automate Power Apps and PowerShell. Able to translate manual processes into efficient workflows that support ITSM operations and improve service reliability.
• Data Analytics and ITSM Reporting
  • Ability to design and maintain ITSM dashboards using Power BI including SLA performance trend analysis incident and change KPIs and operational insights that support decision making and continual service improvement.
• Process Design and ITSM Architecture
  • Experience defining and improving ITSM processes and operating models. Skilled in creating RACI matrices service catalogues SLAs governance documentation and end to end process architecture aligned with ITIL practices.
• Technical Documentation 
  • Strong capability to produce clear technical documentation process guidelines and training material for all teams. Able to simplify complex technical topics and ensure consistency across regions.

• Continual Service Improvement
  • Experience applying continual improvement methodologies to optimise IT support operations. Able to identify waste streamline processes and implement corrective actions supported by data.
• Cross Team Collaboration
  • Experienced in collaborating with infrastructure development product and operations teams to ensure consistent service delivery. Able to communicate effectively with both technical and non-technical audiences and maintain strong relationships across regions.

Qualifications :

Technology skills:

• ITIL V3/4 foundation
• Good experience with ServiceNow
• Good experience with BMC Helix Important
• Good experience with PowerBI Important
• Good experience with Power Automate Power Apps and PowerShell Important
• Hands-on service reporting
• Escalations handling
• Release and Deployment Management
• IPC (Incident Problem and Change Management)
• Excellent written and oral communication
• Works in conjunction with Continual Service Improvement

Nice to have:

• ITIL V3/4 practitioner certification

• Certified ITIL Intermediate (Service Operations)

Requirements:

• Good collaboration and problem-solving skills.
• Attention to detail and quality reporting.
• Be flexible and adapt to current organisational processes.
• Willingness to work in a 24x7 environment and/or on-call support.
• The successful candidate will have a self-motivated get-it-done attitude; the ability to think critically; enjoy working with teams spread globally and across cultures; a desire to learn in new areas; and the discipline to adhere to deadlines details and quality.
• Good communication and interpersonal skills to interact with global teams.  
• Previous experience working with laboratory related applications would be advantageous.
• Computer Science/MCA or any other bachelors degree with relevant experience.

Additional Information :

We support your development! Do you feel you dont match 100% of the requirements Dont hesitate to apply anyway! Eurofins companies are committed to supporting your career development.

Weembracediversity! As an Equal Opportunity Employer the Eurofins network of companies believes in strength and innovation through diversity. We prohibit discrimination against employees or applications based on gender identity and/or expression race nationality age religion sexual orientation disability and everything else that makes employees of Eurofins companies unique.

Sustainability matters to us!We are well on our way to achieving our objective of carbon neutrality by 2025 through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level and in addition to their initiatives we count on our dedicated carbon reduction team to help us to achieve this goal!

Find out more on our Careers page: description:Eurofins Scientific is an international life sciences company providing a unique range of analytical testing services to clients across multiple industries to make life and our environment safer healthier and more sustainable. From the food you eat to the water you drink to the medicines you rely on Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe their ingredients are authentic and labelling is accurate.

The Eurofins network of companies believes that it is a global leader in food environment pharmaceutical and cosmetic product testing and in discovery pharmacology forensics advanced material sciences and agroscience contract research services. It is also one of the market leaders in certain testing and laboratory services for genomics and in the support of clinical studies as well as in biopharma contract development and manufacturing. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 37 years Eurofins has grown from one laboratory in Nantes France to over 65000 staff across a decentralised and entrepreneurial network of more than 950 laboratories in over 1000 companies across 60 countries. Eurofins companies offer a portfolio of over 200000 analytical methods to evaluate the safety identity composition authenticity origin traceability and purity of biological substances and products.

In 2024 Eurofins generated total revenues of EUR 6.95 billion and has been among the best performing stocks in Europe over the past 20 years.

Remote Work :

Yes

Employment Type :

Full-time