IT Director - IT Service Management and Quality Assurance
Core
Lead Eurofins' global ITSM function, driving strategy, governance, quality, and continuous improvement of IT services across the organization.
Role type
Director, IT Service Management and Quality Assurance
Builds
Global ITSM operating model, enterprise ITSM platform (BMC Helix), service quality metrics, dashboards, and KPIs
Domain
IT Service Management (ITSM), IT Operations, Enterprise Governance
Required skills
ITIL/ITSM expertise, global IT leadership, people leadership (5+ years), enterprise ITSM platform management, budget and vendor management, stakeholder relationship management, process maturity improvement, automation strategy
Preferred skills
BMC Helix experience, AI and chatbot implementation for IT service delivery
Technologies
BMC Helix, AI, chatbots, virtual agents
Responsibilities
Define and lead global ITSM strategy and governance model; Own full ITIL-aligned practice governance; Enhance quality and performance of IT services globally; Lead BMC Helix platform governance; Establish service quality metrics and executive reporting; Manage ITSM and BMC Helix budgets and vendors; Build partnerships across IT, business, and external vendors; Ensure compliance and operational risk management; Improve automation to reduce cycle time and operating cost
Seniority
Director, strategic leadership with hands-on platform governance
