ComLIMS Service Delivery Manager

Company Description

You may not know our name but we can guarantee you know our work – all we do has a positive impact on life, health and the environment. Eurofins is by your side every day, from the food you eat to the medicines you rely on. We work with the biggest companies in the world, making sure the products they supply are safe, their ingredients are authentic and labelling is accurate. With facilities in Europe, the United States and Asia, Eurofins Genomics is an internationally leading provider of DNA sequencing services, genotyping services, DNA synthesis products and bioinformatics services for pharma, diagnostics, food, agriculture, biotechnological and research markets.

Are you our kind of extraordinary?

Our global and diverse network of companies offers a stimulating start-up environment with fast track careers. As a part of Eurofins, you will contribute to making science and innovation happen every day.

Job Description

Eurofins is accelerating and expending IT projects across worldwide regions. A key aspect is related to internal Information Systems in which the central and regional web-based Marketing & Offer solutions ComLIMS are essentials. The main objective of this position is to care about delivered business services, its Service and Operational level agreements (SLA/OLA) with businesses and partners, cost and support model, strengthen the risk management, define and watch quality and performance KPIs, enhance and follow-up the deployment and support team processes, tooling and practices, overall to control and guarantee the best quality of ComLIMS deliveries.

As part of the ComLIMS PMO team (4 persons), our new ComLIMS Service Delivery Manager will be involved in ComLIMS transversal projects typically related to internal organization, processes, efficiency, KPIs etc and:

• Build up good relationships with ComLIMS and Eurofins teams, especially Management, Product Owners, Development Managers, Release/Operations and Support teams; facilitate smooth coordination and communication.
• Be specifically responsible for process managements in the realm of the ComLIMS Solution portfolio to get high control beyond the products, on the overall quality of the services provided to our business.

He/She will own and manage the delivered services descriptions, and its dependencies; refine and manage the Service and Operational level agreements (SLA/OLA), both with our consumers (business) and our technical partners, to get our operations and support teams able to ultimately deliver the best service.

He/She in responsible of improving the Support model and process; performing a focused follow-up on major incidents, resolution, communication and post-mortem analysis/actions, as support of the appointed incident manager.

As a Leader or contributor to ad hoc projects in scope, such as the adoption of new Service Management or ticketing systems, He/She will increase visibility and pro-activeness on availability, performances, scalability/elasticity of our platforms and Control on costs of the services and the associated cost models and business charge back

He/She acts as an important contributor generally to risk management at the ComLIMS Program level

Qualifications

Ideally having IT background education such as computer science, information system management, having deliver management, project management or software development experience in an international environment.

• Very good communication and interpersonal relation skills in an international environment.
• Used to work in collaborative mode with other managers, even without direct hierarchical links.
• Project management experience, especially on Service management, Delivery management, Change Management and Risk management (Knowledge or practice of Scrum and ITIL4 methodologies is a plus)
• Able to identify weaknesses, propose mitigations, get quickly good understanding of pro and cons, of people’s key priorities etc.
• Like team and company processes study, design, and implementation
• Like the light marketing part related to Service management, e.g. the importance of the quality of service, the customer satisfaction, the cost models behind etc.
• Good Team player as well as capacity to learn fast & deliver autonomously.
• Willing to learn new technologies, processes and functional areas.
• Open minded on the subject.

Additional Information

• Very attractive, multicultural and friendly work environment in fast-growing international company;
• Possibility to grow and make the next step in your professional career and self-development;
• Long-term relationship and competitive salary package and bonus;
• Medical and life insurance, MyBenefit system;
• Employment based on permanent contract;
• Possibility of Home Office (up to 20% of time);
• Flexible working hours.