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Group Leader for End User Services (h/f)

Ref 1224122

Geactualiseerd op 03 augustus 2020 via EUROFINS GSC MANAGEMENT SERVICES

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Eurofins Scientific is an international life sciences company which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment and pharmaceutical products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the key emerging players in specialty clinical diagnostic testing in Europe and the USA.

Group's key figures are approx. 3.8 billion Euros turnover, over 800 laboratories across 47 countries and about 45,000 staff.

REPORTING TO: Director Group IT Infrastructure



NUMBER OF EMPLOYEES UNDER RESPONSIBILITY: 5 direct reports in Brussels, about 50 people in offshore locations, plus functional responsibility for 200+ Service Desk and Field Agents globally

OVERALL OBJECTIVES: Design, implement and monitor the IT Services for IT Infrastructure Service Desks as well as Field Agent Service in order to provide cost-efficient services with highest satisfaction levels to more than 400 Eurofins business locations serving more than 45.000 employees.


  Organisation Take over the ownership for the IT Infrastructure domain of Service Desks and Field Services. Service Desks provide Level 1, 2, and 3 services like end user support, small change requests, and service requests from centralized locations. Field Services are all services that cannot be rendered remotely and require on-site personnel in laboratory locations, e.g., installation of local hardware, replacement of faulty devices or components, physical on-boarding of new employees, etc. Design the service offering with specific scope and SLAs based on business requirements. Directly lead the Service Desk and Field Service teams located at the Group Head Quarter in Brussels. Use these teams to pilot and field-test new services and solutions before the global rollout. Drive the implementation of standardized service offerings across all Service Desks globally. These teams are about 200 people strong ¿ but report with a solid line into the regional IT Infrastructure teams. This means that the role will operate in a matrix organisation. The Head of IT Infrastructure Service Desks and Field Services will have the Domain ownership (designing and governing the service), but the execution of activities will be with the regional teams. In addition, the Global Service Desk organisation will be lead directly by this role. About 50 people in off-shore locations like Bangalore and Costa Rica will provide Level 1 services on a 24x7 basis under the leadership of this role.   Services and processes Lead, organise, transform the IT Infrastructure processes and workflow adoption to improve the IT infrastructure service efficiency and quality: Oversee globally defined IT policies and procedures applicable to regional requirements Creation of improved metrics definitions and associated management reporting. Creation and improvement of new and existing processes and tools to allow IT Infrastructure Service Desks to deliver better servi...
  • Informatique / Services informatiques

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