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IS Service Manager, Sales & Service

Location: Salt Lake City, UT, United States
Position Type: Unfixed Term
Job Function: Information Technology

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 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics.

Description

Position Summary:
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 ERP, CRM and/or other enterprise solution architecture and integration. Service Manager will also be responsible for managing application obsolescence and ensuring application security compliance.
Primary 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 AMS partner or other vendors); Manage financial envelop for enhancements.
  • Monitor service performance and cost: Measure and provides reporting and metrics on performance of the service (SLA & OLA) including the usage of the service; Provides required financial reporting.
  • 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 (EPR:CRM:MES:QMS, etc). 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 TCAB tickets, primary representative for IS teams in TCAN meeting.
  • Provide excellent customer service and adhere to internal service and operational level agreements (SLA, OLA)
  • Prepare comprehensive technical documentation as needed (e.g. technical specifications, V&V forms, etc.)
  • 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
  • Maintain SME (subject matter expert) status for Release Management process for all platforms within their domain.
  • 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
Education, Skills, & Experience:
  • Bachelor's degree in Computer Science, Technology, or related field with 3 years of project management experience required.
  • ITIL process knowledge and experience in ticket tool management required, Service Now experience is a preferred
  • Experience with enterprise ERP (SAP) and/or CRM (Salesforce) strongly preferred.

#LI-SA2

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMérieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at [email protected].

BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).

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