CDI - IS Service Manager - F/H

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.

What will be your responsibilities at bioMérieux? 

• Design the service and ensure it is formalized, communicated and known, define business SLA and manage their evolution, promote usage of service to end-users and maximize usage of service features.

• Budget follow-up on Support activity & Enhancements.

• Ensure accuracy of published service catalog and referential (Application database update, ticketing tool workflow updated, ..)

• Implement the service : Follow carefully what the partners deliver; Coordinate high severity incidents resolution; Lead problems resolution; Review Root Cause Analysis (RCA) when needed

• Drive the continuous improvement plan on existing services including cost, enhancement follow-up and service performance;

• Monitor service performance : Measure and provide reporting and metrics on performance of the service (SLA & OLA) and confirm quality of service provided;

• Ensure business satisfaction while managing their enhancements requests: analyze and prioritize them with the business, ask for quotations (to our partners or editors)

• Guaranty proper onboarding / offboarding of Supply Chain applications following knowledge transfer, methodology & IT frameworks : work proactively with upcoming projects to secure new services settings;

• Manage obsolescence : ensure the application portfolio is periodically reviewed and drive the team to execute the defined roadmap according to IS priorities;

• Guide, motivate and drive collaborators and partners to deliver support activities to reach defined objectives

• Be fully involved in Contract / Vendor management activities on main Supply Chain applications (~10 out of a portfolio of 70)

• Contribute to the definition of the Run organization taking into account scope changes and initiate the release management strategy

Who are you?

• Knowledge and competencies :

  • Graduate degree or equivalent in computer science/technology and/or engineering school

  • At least 5 years of experience in similar role, within a consultancy company or international group

  • ITIL process knowledge and experience in ticketing tool management (Service Now is an extra)

  • Data analytics skills in creating dashboard and analyzing data

  • Supply Chain process knowledge – on SAP as an extra

  • Experience in world wide support models with indirect team management & industrialized managed service model with offshore partners

• Soft skills :

  • Used to active listening, with a real sense of communication up and down within the organization

  • You are autonomous and know how to work with the team on priorities

  • You are curious and have a customer oriented vision to share

  • You are rigorous, structured and know how to work in a multi-task context with adaptability

  • You work in English, with a real team spirit mindset, with colleagues based in other countries (US, ASPAC)

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.