IT Infrastructure Service manager

• Development of IT organizations.
• The Business-as-Usual Support.
• Implementation, and design of support model for various Cloud based services for end users and applications.

• Support of Service management organization and underlying processes - primarily Problem Management, Knowledge Management, IT Request Fulfilment and IT Service Catalogue Management but if needed also Change Management, Incident and Major Incident Management, Licence Management, Event Management, Configuration Management.
• Independently drive various project related to setup or improvement of Service Mgmt. processes and organization.
• Leading transition between ITSM ticketing tools including required process adjustments and setting up framework for Delivery Teams.
• Be part of core team working on IT organization development.
• On the need basis, hands-on support for ITSM process execution (“BAU support).
• Stay open minded to accept other challenges coming from issues encountered by Service Management organization.

• Problem Management:

• Identify, analyse, and resolve recurring incidents and problems.
• Conduct root cause analysis and implement corrective actions.
• Maintain and update the problem management database.
• Knowledge Management:

• Develop and maintain a comprehensive knowledge base.
• Ensure knowledge articles are accurate, up-to-date, and easily accessible.
• Promote knowledge sharing and best practices across the organization.
• Service Request Fulfilment:

• Manage and coordinate the fulfilment of service requests.
• Ensure service requests are completed within agreed SLAs.
• Monitor and report on service request metrics and performance.
• Support for Other ITIL Processes:

• Assist in the implementation and improvement of other ITIL processes as needed (e.g., Incident Management, Change Management).
• Collaborate with IT teams to ensure seamless integration of ITIL processes.
• Provide training and support to staff on ITIL processes and best practices.

• Strong 7+ years of experience in various Service Management roles in global organisations.
• ITSM Ticketing tool knowledge (preferably BMC Helix and/ or ServiceNow).
• Proven experience in ITIL process management, particularly in Service Request Fulfilment, Problem and Knowledge Management.
• Excellent communication and interpersonal skills.
• Self-motivation and get things done attitude.
• Willingness to learn and attention to details.
• Ability to work under pressure.
• Demonstrated experience in driving complex ITSM projects/ tasks end to end and interdependently.
• Collaborative team player.
• Strong analytical and problem-solving skills.
• Proficiency in ITIL tools and software.
• Strong organizational and multitasking skills.

• ITIL Foundation certificate.
• Service Delivery Management experience.
• Continues Service Improvement experience.
• IT experience and knowledge about Azure Cloud, M365, AWS.
• Knowledge of Project Management methodologies.
• Experience in working within Agile organisation.

• A permanent position.
• The opportunity to gain increased areas of responsibility and personal (career) development.
• Challenges within a multi-cultural and cross-regional team as part of the international and fast-growing Eurofins organisation.
• A dynamic working environment with a good team spirit where personal development and growth are encouraged.
• Working from home up to 40%.

Eurofins