IT Service Manager

hace 2 semanas

Barcelona, España Eurofins A tiempo completo

Company 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.

**Job Description**:
Are you an experienced IT Service Manager / Service Delivery Manager who enjoys working in an international environment? We are looking for a Regional ITSM Manager who can help our region with the development of our ITSM, ITAM and QA frameworks, in alignment with the Group’s strategy.

The Regional ITSM Manager is part of the Regional IT Governance team and is responsible for managing a team establishing effective ITSM, ITAM, QA practices within the IT Infrastructure Support Crew (ITISC) acting on behalf of the Region. The Regional ITSM Manager works closely with Global IT Service Management Office (IT SMO) to facilitate implementation of the best Service Management standards in alignment with the Group strategy.

The main duties of the Regional ITSM Manager:

- Lead a team of 3 experienced ITSM Process Managers, 1 Quality Assurance Specialist, 1 IT Asset and Contracts Manager.
- Define the ITSM strategy inside the Region, in accordance with the Group IT SMO.
- Provide inputs towards Group IT SMO in terms of accuracy of Service Management process designs and implementation.
- Pilot the Implementation of new ServiceNow features within the Region.
- Pilot the development of our ITAM framework, define the strategic roadmap of this domain.
- Pilot the development of our Quality Assurance framework.
- Define and document our Service Catalog, in accordance with Group practices.
- Define Roles and Responsibilities definitions for shared services.
- Agree with internal customers on Service Subscriptions, and Service Level Agreements.
- Leverage the usage of ServiceNow platform to enhance ITSM processes compliance within the region, ensure the adoption of the platform and define its Continuous Improvement strategy inside the Region.
- Make sure that the Service Management lessons learned, and metrics are captured and support continual process improvement
- Identify enhancements opportunities by keeping in close contact with our internal customers.
- Provide inputs for IT risk analysis to identify current risk level and develop an action plan for minimizing risk to an acceptable level.
- Respond to internal customer (Regional business lines) feedback, inputs, and complaints.

QUALIFICATIONS

**Qualifications**:
Education and work experience:

- IT bachelor’s degree
- More than 5 years of experience in IT Service Management
- Experience working in regulated environments (GxP)
- Experience in legal and financial IT aspects, software/hardware asset management
- Track record in managing middle sized teams
- ITILv4 Foundation certified

COMPETENCIES AND SKILLS
- Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills are required.
- Fluent spoken and written English
- Advanced knowledge of Microsoft Office
- Good knowledge of the ServiceNow ITSM platform and of its capabilities.
- Thorough understanding of Software and Infrastructure aspects of IT projects
- Organised and disciplined in the working environment, ability to adapt to varying stakeholder’s requirements
- Ability to understand complex business problems and needs

ADDITIONAL INFORMATION

Role based in Barcelona in a hybrid setup, relocation not supported.

Additional Information

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 is the 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 one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 35 years, Eurofins has grown from one laboratory in Nantes, France to 61,00

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