Europe IT Incident Management Leader

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**:
Do you have practical experience in designing and supporting Service Management processes for medium-sized IT Infrastructure environments?

Are you able to discuss with the Business and supporting functions to understand their requirements and get them reflected within the process?

Are you interested to have a real impact on how the Incident Management process along with its implementation in Service Now looks like?

We are looking for an experienced ITSM professional, who is passionate about Incident management, has knowledge of Even Management, IT Request Fulfilment processes and wants to join our newly build organization.

This covers approx. 3,000 end-users and more than 30 sites across Europe. We are both building the infrastructure as well as the support team which is needed to support the services.

As part of the IT Infrastructure team you will support from ITSM SME point of view strategic and transformational initiatives, such as:

- Ramp up of IT Service Management processes (Incident, Even and Request Fulfilment Management)
- The segregation execution program
- The implementation and designing of supporting model for different segregated zones (IT User Zones and IT Application Availability Groups)

**Responsibilities**:

- Responsibility for IT Incident Management process and its day-to-day execution
- Responsibility for IT Event Management process and its interface with Incident Management process
- Responsibility for IT Request Fulfilment Process and its interface with Incident Management process
- Responsibility to assure the SLA
- Assurance that IT Process training is available for the IT Teams
- Regular audits and improvements of IT Processes in scope
- Act as a SPOC between the different groups (local, business and group level)
- Implement and standardize overall incident management and reporting frameworks based on ITIL best practices.
- Improve the overall Incident Management maturity across the program.
- Transform the incident reporting processes.
- Recurrently analyse optimization of the IT Support performing analysis to do Shift Left of activities.
- Leverage expertise to influence the identification and validation of User issues and troubleshooting process..
- Work together with the IT teams and other to drive the team to issue resolution and provide communications to stakeholders.
- P1 Incident Management and Communication.
- Prepare decision-making material for management team.
- Make sure the incident management align not only with ITIL best practices, but also with GxP requirements, especially regarding Quality Controls.
- Take ownership as a incident manager when applicable.

**Qualifications**:
**Qualifications**:

- Energetic, well organized and quality oriented.
- Ability to balance pragmatism and drive for action with structural improvements.
- Ability to integrate and adapt quickly.
- Very good communication and interpersonal relation skills.
- Proven analytical, organizational, and problem-solving skills.
- Ability to have fun while working hard in a demanding fluid environment.
- Be comfortable in a fast-paced environment with a high degree of autonomy and accountability.

**Requirements**:

- 5+ years of experience in IT Incident Manager role in global organizations
- Service Now knowledge with experience in Service Now rollouts for ITSM Processes
- Excellent communication and interpersonal skills
- Self-motivation and get things done attitude
- Be collaborative team player
- M.Sc., B.E. or equivalent in Information Technology or comparable field (Applied Math, Engineering, business degree with integrated IT, etc.).
- ITIL Foundations certification.
- Understanding of IT Quality Management Systems and/or Agile Frameworks.
- Excellent written and interpersonal communication skills with both technical and non-technical audiences in English. Additional language skills in Spanish, French, Dutch or German are a plus, but not a must.
- High proficiency with Microsoft office tools.

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