Is Service Manager for Finance

A world leader in the field of in vitro diagnostics for over 55 years, bioMérieux provides diagnostic solutions which determine the source of disease and contamination to improve patient health and ensure consumer safety.
Our teams working across our digital transformation and information technology areas are literally changing healthcare through technology. Their various expertises are serving innovations for patients and business. Development of new solutions (hardware and software) as well as building qualitative data and insights contribute to the constant improvement of public health.
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 end-users and maximize usage of service features.
- 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 follow-up 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 ?
- 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
- Finance process knowledge - on SAP as an extra
- Experience in world wide support models with indirect team management & industrialized managed service model with offshore partners
- 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 multi-task context with adaptability
- You work in English, with a real team spirit mindset, with colleagues based in other countries (US, ASPAC)

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 end-users and maximize usage of service features.
- 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 follow-up 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 ?
- 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
- Finance process knowledge - on SAP as an extra
- Experience in world wide support models with indirect team management & industrialized managed service model with offshore partners
- 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
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