IS Service Manager - F/M

A world leader in the field of in vitro diagnostics for over 55 years, bioMérieux provides diagnostic solutions which determine the source of disease and contamination to improve patient health and ensure consumer safety.

Our teams working across our digital transformation and information technology areas are literally changing healthcare through technology. Their various expertises are serving innovations for patients and business. Development of new solutions (hardware and software) as well as building qualitative data and insights contribute to the constant improvement of public health.

Come and join a family-owned global company with a long-term vision, and a human-centered culture.

We are looking for a Unfixed Term Contrat - IS Service Manager - Cross Functional Services, which includes ServiceNow product ownership and ITIL process ownership (Incident, Change, Problem, …).

What will be your responsibilities at bioMérieux?

ServiceNow platform ownership includes:

• Roadmap definition
• Demand management and prioritization.
• Integrations management and coordination – Discovery, SCCM, LDAP, Security Operations Center, Printing Services, Cloud Operations, …
• Yearly Platform Upgrade (Project)
• Monthly (Major) and weekly (Minor) Releases
• SN Incidents, Catalog Requests, Enhancement Requests follow up
• Contract / Licenses follow-up
• Roles & Training management
• Follow carefully what the partners deliver
• Drive improvement plan, on performance or maintainability for example

The CFS service manager can rely on an offshore partner and internal team (2 persons) to achieve those goals. He is acting as a team leader, coordinating and spreading work within the team.

Process ownership includes:

• Process Design, improvement and documentation, fitting in project and run frameworks
• Integration with ecosystem
• Governance
• Tooling and industrialization
• Process Review and Audits
• Coordination with Process Manager to insure adherence of the process
• Training
• Operations: change advisory board, emergency changes assessment, major incident coordination

We have strong expectations on the applicant to be able to drive awareness, adoption and simplification on support processes across the global IT department, especially on expected evidence and documentation, in collaboration with all stakeholders (Quality team, Test management, project and run frameworks owners…)

Thanks to his leadership and influence skills, CFS service manager is comfortable in reporting to management (global KPIs and improvement plans for example), coordinate transversal topics and major incidents; and animate communities (process communities, suppliers …)

Who are you?

• Post-graduate degree or coursework with > 8 years’ experience, including ServiceNow and process ownership or process management experience.
• Experience in Service management, if possible in both Infrastructure and Application areas
• Experience with managed services, especially offshore
• A seasoned professional having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
• Autonomy: Work is accomplished without considerable direction. Exerts significant latitude in determining objectives of assignment. Exercises judgment (within broadly defined policies and practices) in selecting methods, techniques and evaluation criteria for obtaining results
• Soft skills to influence people for processes adoption and to collaborate with transversal teams
• Soft skills to communicate from end users to top managers
• Leadership skills
• Fluent in French and English

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.