Service Delivery Manager

Service Delivery Manager

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.

Job Description

We are looking for a Program Manager with broad experience in managing IT projects and strong service and operations delivery capabilities. High risk management and problem-solving skills are required in order to work efficiently in a dynamic IT environment. Excellent communication and interpersonal skills needed to interact with different profiles, both business and technical, at different levels, and to manage a team of business analysts.

As a Program Manager, you will be responsible for:

• Service delivery management and QA management
  • Incident management: Leading recovery operations during system disruptions by ensuring all required profiles are available and coordinating between them
  • Ensuring stable operations in production live applications and adherence to operational KPIs
  • Organising and delivering IT Solution rollouts, minimising the impact in continuous delivery/deployment tracks
  • Overseeing the overall quality of the solution
  • Monitoring project progress, ensuring adherence to timelines and quality standards
  • Understanding of IT systems, existing technologies and on-premise/cloud infrastructure architecture to effectively manage a team with different technical profiles, responsible for an online digital platform with multiple embedded applications and integrated with other key company applications
• Stakeholder Management:
  • Build and maintain strong relationships with internal stakeholders and Business representatives, to ensure effective communication and efficient collaboration.
  • Act as a liaison between the technical teams and business units to ensure alignment and understanding of service delivery goals.
• Risk management, problem solving & continuous process improvement:
  • Overseeing the status of all IT programme areas (human resources, planning, different delivery tracks, operations, side-projects), to be able to identify any risk or issue for the IT programme. Upon identification, ensuring proper assessment is done and all mitigation actions are completed
  • Identifying and resolving different type of issues that impact the team's efficiency, applying strong analytical and problem-solving skills
• Resource management and functional team leadership:
  • Overseeing resource allocation, utilisation and optimisation across the different focus areas
  • Leading and motivating a team of product owners and service delivery/quality engineers, ensuring collaboration with other actors in the delivery process (business representatives, product managers and technical team), to maximise delivery efficiency.

Qualifications

Minimum 10 years of experience in service delivery and requirements management. Minimum bachelor's degree in IT or engineering. Solid understanding of ITIL and service delivery in general. Agile SDLC experience is a plus. Understanding of IT services concepts. Hands on knowledge of ServiceNow/BMC Helix or other tools is a plus. Experience with managing SLAs.

Personal skills: Accountability and independence when managing given areas of responsibility. Excellent verbal and written communication skills. Exceptional analytical, problem-solving, and strategic thinking skills. Detail-oriented with strong organisational and project management skills, able to adapt quickly, work well under deadlines, and manage multiple tasks effectively. Exceptional relationship management skills. Full professional proficiency in English is mandatory.