Job Description:
Company Description:
Why are we here? 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. As a fast-paced growing environment, we are looking for natural-born leaders that inspire passion in unique individuals and are not afraid to take risks in order to achieve goals. Life at Eurofins is a meritocracy, where people are empowered to make decisions and are rewarded for their success.
We encourage independent thinkers who challenge the status quo and never accept the market's or the company's "usual way of doing things".
Job Description:
Are you an IT Service Management enthusiast who wants to have a real impact on process management such as, but not limited to, Incident/Problem Management, Change Management, or Configuration Management? We are looking for an experienced IT Service Management Process Manager who can help our region with effective implementation of Service Management processes. As IT Service Management Process Manager, you will be part of the Regional IT Governance team and be responsible not only for the implementation of Service Management Processes but also for their sustaining and continual improvement. You will work closely with the Global IT Service Management Office (IT SMO) to facilitate the implementation of the best Service Management standards in alignment with the Group strategy as well as with the regional IT Infrastructure team to ensure successful execution of ITIL processes. Your main area of influence will be: IT Service Management, Problem Management, Configuration Management, and Change Management.
Specific Assignments: Implement the IT Service Management processes within the Region.Ensure that all the processes are fully implemented within the ServiceNow ITSM platform.Drive Service Management best-practice and ITIL process compliance across the region.Ensure the efficient resolution of Problems and/or Incidents by communicating with various stakeholders.Provide communication to business and IT colleagues through the Incident Management process, during the incident lifecycle, until resolution.Collaborate with other teams to adjust and improve the incident management process as required to ensure its effectiveness.Produce and maintain the PIR's (Post Incident Reviews) to a variety of audiences including regional management.Represent the first line for escalation for (major) Incidents.Improve overall availability of services by proactively identifying Problems and identifying and solving Problems and/or providing suitable Workarounds before (further) incidents recur.Record and prioritise the Problem with appropriate diligence, to facilitate a swift and effective resolution.Constantly monitor & report on outstanding Problems with regards to their processing status.Ensure that the other Service Management processes as well as IT Management are informed of outstanding Problems, their processing status and existing Workarounds.Own the CMDB structure, and the integration rules of CMDB data coming from automated discovery, and from alternative data sources for the Region.Support the IT Infrastructure Team in creating and maintaining documentation associated with configuration.Develop change management plans and/or change initiatives.Provide necessary reports and ensure the change management documentation is kept up to date. Qualifications:
You have a Technical Bachelor's degree (at least) and more than 5 years of experience in the IT-related Service Industry with proven experience in delivering continuous service improvements for the business. You also have:
Proven Incident Management experience with significant expertise in large regional companies.Good understanding of IT Service Management practices according to the ITIL v4 Foundation best practices.Good knowledge of the ServiceNow ITSM platform.ITILv4 certification. What can we offer you?
- A competitive salary package, including bonus;
- Extensive on-the-job coaching and training opportunities;
- 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.
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