IT Service Manager

IT Service Manager49_744000099330951Obowiązki 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 PlatformExperience 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 ReportingAbility 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 ArchitectureExperience 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 ImprovementExperience applying continual improvement methodologies to optimise IT support operations. Able to identify waste, streamline processes and implement corrective actions supported by data.Cross Team CollaborationExperienced 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. Wymagania Technology skills:ITIL V3/4 foundationGood experience with ServiceNowGood experience with BMC Helix – ImportantGood experience with PowerBI – ImportantGood experience with Power Automate, Power Apps and PowerShell – ImportantHands-on service reportingEscalations handlingRelease and Deployment ManagementIPC (Incident, Problem and Change Management)Excellent written and oral communicationWorks in conjunction with Continual Service ImprovementNice to have:ITIL V3/4 practitioner certificationCertified 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 bachelor’s degree with relevant experience.Oferujemy We support your development Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway Eurofins companies are committed to supporting your career development.We embrace diversity  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 goalFind out more on our Careers page: https://careers.eurofins.com/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.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 65,000 staff across a decentralised and entrepreneurial network of more than 950 laboratories in over 1,000 companies across 60 countries. Eurofins companies offer a portfolio of over 200,000 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. Źródło: Eurofins/Praca Aplikuj