Head Of Support

Há 5 dias

Lisboa, Portugal Eurofins Tempo inteiro

Head of Support & Operations - hybrid work in Lisbon Lisboa Head of Support & Operations - hybrid work in Lisbon Lisboa Lisbon, Lisbon, Portugal Job DescriptionThe TeamEurofins endeavours to develop all of our software applications- house to service and support our numerous laboratories globally. With hundreds of thousands of clinical diagnostic tests performed every day, the laboratories of the Eurofins clinical diagnostic services business line strive to ensure that every patient, wherever he or she lives, has access to the most specialized and most innovative techniques for diagnosis, monitoring and therapeutic decisions. Such activities require extensive planning and organisation which can be augmented by the use of technology.Our Clinical LIMS Europe Program will extensively be used as the central Laboratory Information Management System throughout Europe, this role is crucial in defining and delivering support & operations processes, ensuring service availability according to agreed SLAs and creating & chairing an effective change management process.Job DescriptionSUMMARY OF POSITION AND OBJECTIVES:His/Her overall objectives are to setup and lead the Support & Operations team including incident, change management, Cloud/Infrastructure operations and observabilityPOSITION & OBJECTIVES :Implement a service delivery culture as well as critical and business value add service management processes (alongside ServiceNow implementation)Managing a team of support & operations engineers, cloud and infrastructure engineersRegular notification to senior leadership of current status and business impact during major incident situations.Prepare Post incident document along with technical teams to assist to identify the root cause of the incidents, then create mitigation strategyHave insight into application related IT infrastructure patterns in multiple European CountriesDevelop and maintain relationships with internal and external partners to maximize valueDeliver and maintain observability across all applicationsCreate and manage an effective change management processDevelop and motivate team membersHave insight and set targets for quality managementTechnology skills:MandatoryITIL V3 or V4 foundationHands-on Service reportingEscalations handlingChange ManagementExcellent written and Oral communicationWorks in conjunction with Continual Service ImprovementIT cloud infrastructure, on premise, and Azure/AWS experienceTeam ManagementHe/She will be fully responsible for a team of up to 7 direct reports setting up smart objectives to drive a continues improvement culture; and interact positively and collaboratively with other team heads and senior leadership.He/She will assist the Program and IT Solutions Director with budget planning.Your application:As the role and Eurofins' IT Talent Acquisition team are international, please ensure to submit your application in English.QualificationsQualifications and ExperienceComputer Science/MCA or any other Bachelor's degree with the right experience.Good communication and interpersonal skills to interact with global teamProven expertise in leading Global/Regional Infrastructure Operations and/or Service Delivery (5 yrs+)Proven experience in working in a global and matrix organization (5 yrs+)Proven expertise to run and improve IT Infrastructure ServicesProven ability to motivate people and- starter mentalityBroad but pragmatic ITIL/Service Management experience, especially with implementationStrong customer and business mindsetVery good English skills (verbal and- verbal)Strong leadership person with a collaborative approachWill be an added advantage if worked on Laboratory related applications.Additional InformationWant to know more about us?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 Eurofins network of companies believe in strength and innovation through diversity, being an Equal Opportunity Employer. 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 also count on our dedicated carbon reduction team to help us to achieve this goal#J-18808-Ljbffr

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