Cdi - Is Service Manager - (F/H) - Craponne, France - bioMérieux sa

bioMérieux sa

Entreprise vérifiée

Craponne, France

il y a 2 semaines

Posté par:

Sophie Dupont

beBee Recruiter

Description

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 endusers and maximize usage of service features.
Budget followup 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 followup 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)
Guide, motivate and drive collaborators and partners to deliver support activities to reach defined objectives
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 multitask context with adaptability
You work in English, with a real team spirit mindset, with colleagues based in other countries (US, ASPAC)