Service Delivery Manager

Job description

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.
• 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 responibility
• 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.

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! The Eurofins network of companies believes 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 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/

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.

It is also one of the market leaders in certain testing and laboratory services for genomics, and in the support of clinical studies, as well as in biopharma contract development and manufacturing. 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 ca. 62,000 staff across a decentralised and entrepreneurial network of more than 900 laboratories in 62 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 2023, Eurofins generated total revenues of EUR 6,515 million, and has been among the best performing stocks in Europe over the past 20 years.

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.