It Infrastructure Service Operations Manager

Company Description About Eurofins 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 the environment safer healthier and more sustainable From the food you eat to the medicines you rely on Eurofins works 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 a global leader in food environmental pharmaceutical and cosmetic product 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 CDMO advanced material sciences and in the support of clinical studies In over just 30 years Eurofins has grown from one laboratory in Nantes France to 58 000 staff across a network of over 1 000 independent companies in 54 countries operating 900 laboratories Performing over 450 million tests every year Eurofins offers a portfolio of over 200 000 analytical methods to evaluate the safety identity composition authenticity origin traceability and purity of biological substances and products as well as providing innovative clinical diagnostic testing services as one of the leading global emerging players in specialised clinical diagnostics testing Eurofins is one of the fastest growing listed European companies with a listing on the French stock exchange since 1997 In FY 2021 Eurofins achieved a record revenue of over EUR 6 7 billion Eurofins IT Solutions India Pvt Ltd EITSI is a fully owned subsidiary of Eurofins and functions as a Global Software Delivery Center exclusively catering to Eurofins Global IT business needs The code shipped out of EITSI impacts the global network of Eurofins labs and services The primary focus at EITSI is to develop the next generation LIMS Lab Information Management system Customer portals e-commerce solutions ERP CRM system Mobile Apps other B2B platforms for various Eurofins Laboratories and businesses Young and dynamic we have a rich culture and we offer fulfilling careers Overall Objective You will join an international IT Infrastructure organisation supporting two of Eurofins largest business lines Food Feed Testing Europe and Environment Testing Europe Reporting directly to the IT Infrastructure Director you will lead three operational teams a 24 7 Monitoring Team a 24 7 Major Incident Management Team and a Workspace Team This role demands strong leadership skills You will be responsible for inspiring and guiding your teams to deliver high-quality services on time fostering a culture of accountability continuous improvement and collaboration across a multicultural environment The successful candidate will demonstrate the ability to take initiative think independently and actively seek opportunities to enhance processes and add value beyond the defined scope of responsibilities You will not shy away from speaking up challenging the status quo and driving improvements that benefit the organisation During major outages or critical incidents you must be able to command and take control rally your and dependent teams and ensure swift effective resolution Your ability to lead under pressure and maintain operational excellence is key Technical knowledge of platforms and tools such as Microsoft Azure Site24x7 ManageEngine Intune M365 SCCM Windows Server OS and Active Directory is essential along with proficiency in IT Service Management and ITIL practices Key Responsibilities Provide leadership and operational oversight for three critical teams 24 7 Monitoring 24 7 Major Incident Management and Workspace Operations ensuring seamless high-quality service delivery across a global environment Act as the ultimate escalation point for monitoring incident response and workspace operations driving swift effective resolution of complex issues Command and coordinate resolution efforts during major outages ensuring engagement of all relevant IT teams and issuing clear timely and transparent communications to stakeholders throughout the incident lifecycle Drive operational excellence by ensuring high availability performance and reliability of IT infrastructure services through proactive monitoring robust incident problem management and preventive measures Oversee implementation governance and continuous enhancement of ITIL-aligned processes for incident problem and change management ensure adherence audit readiness and measurable process performance Lead root cause analysis and post-incident reviews ensure timely thorough PIRs and governance of problem tasks to prevent recurrence and strengthen service resilience Analyse infrastructure and operations metrics to identify opportunities for optimisation automation and cost efficiency champion initiatives that add value beyond the immediate scope Mentor and develop team leads and engineers building leadership capability technical excellence and a culture of accountability continuous learning and innovation Ensure effective workforce and capacity planning to support 24x7x365 operations balancing service demand on-call coverage and peak periods Represent the domain in cross-functional forums advocate for operational needs influence architectural decisions and contribute to strategic IT initiatives Maintain crisis readiness through playbooks simulations and continuous improvement of incident communications and command-and-control practices Define and govern clear SLAs and KPIS for all three crews implement telemetry dashboards and reviews to track performance and drive continuous improvement Oversee the software packaging factory for PCs laptops and servers e g Intune SCCM including standards QA dependency management and deployment readiness Establish and maintain evergreen upgrade practices systematically update images and software packages to current supported versions with clear roadmaps release calendars and deprecation policies Drive tooling strategy and continuous improvement for imaging packaging and deployment e g Intune MEM SCCM MECM Autopilot Azure AD Join Hybrid Join WinRE WinPE workflows evaluating and adopting better tools where they add measurable value Lead user experience and stability improvements using telemetry e g Intune analytics endpoint analytics crash hang data sign-in performance device health driving targeted fixes and optimisations REQUIRED SKILLS Proven track record of leading and inspiring cross-functional IT operations teams including mentoring performance management and workforce planning in a 24x7 environment Strong leadership presence with the ability to take command during major incidents rally teams under pressure and maintain clear decisive communication Deep understanding of ITIL-based processes for incident problem and change management including governance root cause analysis and continuous improvement practices Hands-on experience with enterprise-grade monitoring and management tools e g Site24x7 ManageEngine Azure Monitor and proactive infrastructure health management Technical knowledge of Windows Server OS Active Directory SCCM MECM Intune and M365 administration with a grasp of endpoint and server lifecycle management Experience implementing and managing configuration management databases CMDB and ensuring accurate asset and relationship tracking Ability to define track and report on KPIs SLAs and operational metrics for infrastructure services and team performance strong data-driven decision-making skills Strong communication and influencing skills with the confidence to speak up challenge assumptions and drive improvements across teams and processes Ability to create and maintain high-quality technical documentation SOPs and knowledge base articles to support operational efficiency and knowledge sharing Proactive mindset with a passion for continuous improvement innovation and adding value beyond the immediate scope of responsibilities Preferred Skills Knowledge Practical experience or strong understanding of Microsoft Azure services and cloud infrastructure concepts Experience designing and implementing Disaster Recovery DR strategies including regular failover testing and resilience validation Hands-on experience with IT Service Management ITSM platforms such as ServiceNow or BMC Helix for managing incident problem and change processes Knowledge of modern endpoint management practices automation frameworks and secure configuration baselines Awareness of emerging technologies and trends in infrastructure operations with the ability to evaluate and recommend tools that improve efficiency and reliability Education Languages Excellent verbal and written communication skills in English as you will work in a highly international environment