A world leader in the field of in vitro diagnostics for more than 60 years, bioMérieux provides diagnostic solutions intended for clinical and industrial applications, which determine the origin of a disease or a contamination to improve the health of patients and insure consumer safety.

Come and join a family-owned global company with a long-term vision, and a human-centered culture.

The Global Information Systems department is looking for a Service Manager responsible for delivering services to our internal clients, focusing on Infrastructure (70%) and Security (30%).

• Global Security
• Cloud & Computing
• Authentication Services
• Network & Telecom

This position requires a good general knowledge of Service Management. No technical skills in infrastructure or security are required.

What is your role at bioMerieux?

• Design services and ensure they are documented, communicated, and known to users.
• Promote services and features to end-users | Ensure user satisfaction.
• Ensure the reliability of associated reference materials and information published in the service catalog.
• Track the implementation of Service Requests: analyze and prioritize them with the business, request quotes for changes (from support partners or vendors), and liaise with various department stakeholders.
• Participate in the implementation of Change Requests, ensuring adherence to the process.
• Coordinate the resolution of major incidents.
• Oversee problem resolution, reviewing root cause analyses when necessary.
• Identify and mitigate risks posed by projects impacting services | Ensure project execution prerequisites are met (support organization, user training, etc.) in collaboration with the Project Manager, Domain Manager, and Portfolio Manager.
• Implement and guarantee service quality | Monitor the services and activities of service delivery teams: Support IS teams and partners in delivering support activities to meet departmental goals.
• Manage the continuous improvement plan for existing services, including cost management, in coordination with the business and other IS departments.
• Define service levels | Ensure service performance and cost compliance: measure and provide reports and indicators.
• Contribute to defining the support organization, considering changes in Infrastructure and Security scopes.
• Ensure the onboarding/offboarding of new services and knowledge transfer while adhering to associated processes and methodologies.
• Manage portfolio obsolescence through regular reviews.
• Handle Vendor Management (contract management and main solution vendors) in coordination with the Domain Manager.

Who are you?

• University degree (Bac+5) or equivalent in IT and/or management.
• At least 5 years of successful experience in a similar role, within an international industrial group or consulting company.
• Knowledge of ITIL processes and experience with a ticket management tool (ServiceNow is a plus).
• Strong skills in KPI analysis and dashboard creation.
• Knowledge of Validation/Quality processes would be a plus.
• Experience in cross-functional team management supporting global operations using offshore teams (managed services model).
• Strong communication skills and the ability to interact at all levels of the company.
• Ability to work independently and prioritize key tasks.
• Curious, client-oriented, and adaptable.
• Organized and meticulous, capable of managing multiple subjects simultaneously.
• Fluent in English, as you will be working with colleagues based in India, the US, and Asia.

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.