IT Service Manager

Why are we here?

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.

Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

In a nutshell

As an It Service Manager, you will drive improvement in service availability by handling all aspects of service management, effectively, including incident, service and change management, while coordinating with global support teams and ensuring service restoration/fix as soon as possible.

You will be handling end to end communications to relevant stakeholders effectively and efficiently as per defined processes both as the owner of the Programme Service Catalogue- while processing and ensuring correct direction to the relevant team- and as Chair of the Change Management board, where you will be accountable for change processes in line with Eurofins standards.

Where will you be based and what business will you support?

Based in Lisbon, you will support Eurofins clinical diagnostic services business line  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. 

Eurofins endeavours to develop all of our software applications in-house to service and support our numerous laboratories globally.  Hundreds of thousands of clinical diagnostic tests are performed every day, and our Clinical LIMS Europe Program will extensively be used as the central Laboratory Information Management System throughout Europe. This role is crucial in defining project requirements and activities that require extensive planning and organisation, which can be augmented by the use of technology.

How can you help us? 

As an IT Service Manager you will be providing Major Incident Management support for all major IT Incidents, by collaborating closely with various IT Infrastructure and application support teams. You will own the change management process for development and operations.

You will: 

• Manage Major (P1 and P2) Incidents; ensuring that they are logged, progressed, updated, authorized, expedited and resolved efficiently; 
• Chair conference calls and/or group chats with participants including Service Managers, Technical Support teams, senior management and vendors; 
• Create & chair change management board and logging decisions; 
• Notify 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; 
• Ensure proper escalation procedures are followed and correct support teams are engaged to troubleshoot the issue within timelines. Make sure a group chat is in place and followed by bridge call for all major incidents; 
• Perform email notifications, SMS to be triggered in case of Major Incident within the given time lines; 
• Regularly follow up and update notifications to be sent every 30 minutes based on the priority or whenever valid updates are available; 
• Be accountable for the process and maintain, design and improve the process as necessary to achieve the objectives of the business; 
• Own the program service catalogue in ServiceNow or BMC Helix.
• Be 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; 
• Coordinate interfaces between incident management and other service management processes; 
• Drive the efficiency and effectiveness of the change & incident management processes by producing management information, including KPIs and reports for Incident, availability management; 
• Review and audit the process; 
• Assist with developing and maintaining the incident management process and procedures along with global teams. 

Are you our kind of extraordinary?

You have:

• ITIL V3/4 foundation knowledge; 
• Good experience with BMC Helix;
• Hands-on Service reporting experience;
• Escalations handling experience; 
• Change Management experience; 
• Excellent written and Oral communication; 
• Continual Service Improvement experience; 
• Good knowledge in working with MS excel, power point presentation and ready to work in multiple project related activities in scope for Incident management; 
• Good collaboration and problem solving qualities; 
• Attention to detail and quality reporting skills;
• A self-motivated, get-it-done attitude;
• The ability to think critically.

What else should I know? 

• Experience working on Laboratory related applications is an advantage.
• ITIL V3/4 practitioner certification is an advantage
• ITIL Intermediate Certification  (Service Operations) is an advantage 

What can we offer you?

• A competitive salary package, including bonus and benefits;
• Extensive on-the-job coaching and training opportunities;
• A hybrid working setup; 
• Challenges within a multi-cultural and cross-regional team as part of the international and fast-growing Eurofins organization;
• A dynamic working environment with a good team spirit where personal development and growth are highly encouraged. 

Your application:

As the role and Eurofins' IT Talent Acquisition team are international, please ensure to submit your application in English.

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!

Find out more in our career 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 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 61,000 staff across a decentralised and entrepreneurial network of ca. 900 laboratories in 61 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 2022, Eurofins generated total revenues of EUR 6.7 billion, and has been among the best performing stocks in Europe over the past 20 years.