Service Delivery Manager - Hybrid work in Brussels - job 2 of 2

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier, and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.

Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

In a nutshell

Job Summary: to strengthen its service team, a strategic LIMS Program is looking for its Service Delivery Manager in the context of a worldwide rollout (target: more than 300 instances). This position requires a proactive and strategic approach to manage service delivery processes, drive operational excellence, and enhance customer satisfaction. The ideal candidate will have a strong background in IT service management, excellent leadership skills, and a proven track record of delivering results in a fast-paced environment.

Work Location

• Office Address: Eurofins Brussels - Goemare building, Chaussee de Wavre 1945 1040 Auderghem.
• Hybrid work arrangement with 2-3 days of on-site work per week.

Key Responsibilities

1. Service Delivery Management:
   • Oversee the end-to-end delivery of IT services, ensuring they meet quality standards and customer expectations.
   • Develop and implement service delivery strategies that align with business objectives and drive growth.
2. Stakeholder Management:
   • Build and maintain strong relationships with internal stakeholders and Business representatives, to ensure effective communication and efficient collaboration.
   • Act as a liaison between the technical teams and business units to ensure alignment and understanding of service delivery goals.
3. Process Improvement:
   • Continuously review and improve service delivery processes to enhance efficiency and effectiveness.
   • Implement ITIL best practices and industry standards to ensure high-quality service delivery.
4. Performance Monitoring:
   • Monitor and report on service delivery performance using key performance indicators (KPIs).
   • Identify and address any issues or risks that may impact service delivery and develop mitigation strategies.
5. Team Leadership:
   • Lead and motivate a team of service delivery professionals, fostering a culture of excellence and continuous improvement.
   • Provide guidance and support to team members to ensure they have the necessary skills and resources to deliver best-in-class service.
6. Customer Satisfaction:
   • Ensure high levels of customer satisfaction by addressing customer needs and resolving any service-related issues promptly.
   • Use customers feedback to drive service improvements.

Are you our kind of extraordinary?

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in service delivery management within the IT industry.
• Proficient in ITIL service management framework (Incident Management, Problem Management, Change Management).
• Strong leadership and stakeholder management skills.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving skills.
• Ability to thrive in a fast-paced and challenging environment with autonomy.
• Experience in ITSM tooling migration and implementation is a plus.
• Technical knowledge in MS SQL and .NET C# frameworks is a plus.

What else should you know? 

As the role and Eurofins' teams are international, please ensure to submit your application in English.

We support your development! Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway! Eurofins companies are committed to supporting your career development.

We embrace diversity! Eurofins network of companies believe in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.

Sustainability matters to us!  We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we also count on our dedicated carbon reduction team to help us to achieve this goal!

Find out more in our career page: https://careers.eurofins.com/

Company description: Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in discovery pharmacology, forensics, advanced material sciences and agroscience contract research services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 37 years, Eurofins has grown from one laboratory in Nantes, France to 63,000 staff across a decentralised and entrepreneurial network of over 950 laboratories in 60 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2024, Eurofins generated total revenues of EUR 6,515 billion, and has been among the best performing stocks in Europe over the past 20 years.