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Head of Support

4 meses atrás

Lisbon, Portugal Eurofins Tempo inteiro

Job Description

The Team

Eurofins endeavours to develop all of our software applications in-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 Description

SUMMARY 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 observability

POSITION & 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 engineers Regular 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 strategy Have insight into application related IT infrastructure patterns in multiple European Countries Develop and maintain relationships with internal and external partners to maximize value Deliver and maintain observability across all applications Create and manage an effective change management process Develop and motivate team members Have insight and set targets for quality management

Technology skills:

Mandatory

ITIL V3 or V4 foundation Hands-on Service reporting Escalations handling Change Management Azure DevOps Sevices Excellent written and Oral communication Works in conjunction with Continual Service Improvement IT cloud infrastructure, on premise, and Azure/AWS experience

Team Management

He/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.

Financial Management

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.

Qualifications

Qualifications and Experience

Computer Science/MCA or any other Bachelor’s degree with the right experience. Good communication and interpersonal skills to interact with global team Proven 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 Services Proven ability to motivate people and self-starter mentality Broad but pragmatic ITIL/Service Management experience, especially with implementation Strong customer and business mindset Very good English skills (verbal and non-verbal) Strong leadership person with a collaborative approach

Will be an added advantage if worked on Laboratory related applications.

Additional Information

Want 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