CDI - Service Manager IS MFG Europe (F/H)

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.

The key actor of Service Management within IS, the Service Manager ensures that the Application Maintenance and Support Services are delivered to users according to the service levels’ commitments.

Service Manager will apply a comprehensive understanding of complex Manufacturing solution architecture and integration.  Service Manager will also be responsible for managing application obsolescence and ensuring application security compliance.

Service Manager will:

• Design the services and ensure that they are formalized, communicated, and known

• Implement the services and ensure quality

• Monitor services performance and cost

• Maintain accountability for enhancement portfolio

Build :  Service Manager may work on several IS related projects simultaneously. Projects may be local or global in nature but will focus on certain domains.  Service Manager will interact with business teams, technical teams, and/or project stakeholders to provide insight to relevant business systems and business process(es). Service Manager is expected to contribute to project team in a productive and positive manner. Effective time management, analytical thinking, organization, and communication skills are important in role.

Run:  Service Manager will work within established governance and operating model policies to provide effective IS support to business.  

Service Manager roles within the IS team require education and/or experience specific to a respective business domain, application, or technology suite.  The Service Manager role also requires the ability to interact with numerous teams and individuals to accomplish targeted goals.

Responsibilities:

• 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; ensure accuracy of published service catalog and referential (intranet, ticketing, etc).

• 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 improvement plan on existing service including cost, performance, internal customer pricing model and value, in consultation with the Business

• Manages enhancement portfolio: Review upcoming requests/projects, prioritize with Business (functional needs VS budget); Request quotations for enhancements (from partner or other vendors);

• Monitor service performance and cost: Measure and provides reporting and metrics on performance of the service (SLA) including the usage of the service;

• Guarantee technical and functional consistency on the service scope: Follow-up changes implementation and identify changes-related incidents and problems; Provide upstream inputs (at initiative level) to ensure that necessary prerequisites are taken into account; Identify potential risks induced by a project to decide of GO / NO GO; Escalate when necessary; Downstream: make sure prerequisites to transition from project to run are met (support organization, user training…), in alignment with project manager.

• Create and share release notes for changes.

• Identify changes that require training for the business and coordinate with Change Management teams for implementation of training.

• Identify and ensure documentation is completed on time and accurate. Coordinate with Technical Writer to complete work.

• Own and direct others through SOPs and WIDs directly related to the Regional and Global Release Process.

• Track and communicate to management the changes scheduled from business requests, including reporting on KPIs and change recommendations.

• Coordinate changes with dependencies on multiple platforms or applications. Track related testing. Ensure these changes are released as procedurally required to maintain compatibility.

• Ensure business process workflows involving software are maintained with any software updates or changes.

• Create and manage tickets

• Maintain SME status for Release Management process for all platforms within their domain.

• Provide excellent customer service and adhere to internal service and operational level agreements (SLA)

• Prepare comprehensive technical documentation as needed (e.g. technical specifications)

• Lead change control governance and configuration management processes as required

• Identify risks to project deliverables and recommend mitigation strategy as needed. Develop alternative solutions as required

• Lead cross functional teams to ensure proper integration of business process and procedure requirements

• Champion user adoption efforts related to new applications or solutions, change management processes, and support model

• Lead collaboration efforts with local and global IS and business teams

• Champion local strategic objectives while retaining strong global bonds

• Contribute on all applicable phases (hypercare) of project and software life cycle

• Participate in supplier sourcing and negotiation requirements as needed

• Continually update technical knowledge and skills

Experience:

• At least 3 years of experiences on this role, within a consultancy company or international group (application portfolio between 100 to 200 applications, 4000 user)

• Experience with enterprise ERP (SAP)  strongly required. 

• Experience in world-wide support models with indirect team management

• Experience in industrialized managed service model with offshore partners

• Used to work with manufacturing teams

Skills and Qualifications:

• Comprehensive understanding of software development lifecycle

• Proficient with development, data, and business process analysis tools

• Proficient with Service Desk tools (ServiceNow, etc.)

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

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

• Demonstrated ability to champion department and company objectives in a productive and positive manner

• Demonstrated ability to analyze and document complex business process

• Demonstrated ability to lead test driven development processes

• Demonstrated ability to communicate effectively

• Demonstrated critical and analytical thinking skills

• Proficient in MS Office Suite and flow chart software

• Ability to work well with colleagues based in other countries (Europe)

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.