IT Director - IT Service Management and Quality Assurance

Eurofins; Brussel; À distance; EUR 120 000 - 160 000; Plein temps

Résumé du poste

Eurofins is seeking an IT Director to lead the global ITSM and Quality Assurance functions, shaping strategy, governance, and steady improvements across IT services. The role requires strong ITIL/ITSM expertise, global team leadership, and the ability to drive budgeted IT initiatives with executive-level reporting.

The successful candidate will coordinate with IT, security, infrastructure, and regional stakeholders to raise service quality, optimize processes, and align ITSM with enterprise

Qualifications

• Bachelor’s degree in computer science or related field.
• 10+ years IT leadership, ITSM/IT Operations experience.
• 5+ years leading global or distributed teams.
• Strong ITIL/ITSM expertise and enterprise ITSM ownership.
• Experience with enterprise ITSM platforms; BMC Helix preferred.
• Experience with budgets, vendors, contracts, and SLAs.

Responsabilités

• Define and lead global ITSM strategy, governance, and CI roadmaps.
• Own ITIL-aligned governance across PM, Incident, Problem, Change, etc.
• Improve IT service quality and performance globally.
• Lead BMC Helix governance: roadmap, standards, access, integrations, automation.
• Establish KPIs and executive reporting for ITSM.
• Improve CMDB accuracy and service mapping maturity.
• Manage ITSM budgets, vendors, contracts, and escalations.
• Build partnerships across IT, business, security, regions, vendors.
• Ensure compliance, data integrity, and risk management in ITSM.
• Drive automation and reduce cycle times via AI and knowledge management.

Connaissances

IT leadership

ITIL/ITSM

Stakeholder management

Team leadership

Budget management

Formation

Bachelor's degree in computer science or related field

Outils

BMC Helix

Governance tools

Description du poste

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.

The IT Director, IT Service Management (ITSM) and Quality Assurance will lead Eurofins’ global ITSM function, driving the strategy, governance, quality, and continuous improvement of IT services across the organization.

This role is responsible for establishing and evolving the global ITSM operating model, ensuring reliable, efficient, and user-focused service delivery while advancing process maturity and operational excellence.

The successful candidate will oversee the enterprise ITSM platform, lead global teams, and collaborate closely with IT, business, infrastructure, security, and regional stakeholders to enhance service performance, quality, and business value.

We are looking for a dynamic leader who can combine strategic vision with execution excellence, foster cross-functional collaboration, and help shape the future of IT service delivery at Eurofins.

In this position you will:

• Define and lead the global ITSM strategy, governance model, and continual improvement roadmap.
• Own full ITIL-aligned practice governance across Service Portfolio Management, Incident, Problem, Change Enablement, Request Fulfilment, Service Catalogue, Knowledge, CMDB/Configuration, IT Asset, Service Level, and Continual Improvement. Increase ITIL process maturity across global IT.
• Enhance the quality and performance of IT services globally.
• Lead BMC Helix platform governance, including roadmap, configuration standards, access controls, integrations, workflow automation, reporting, data quality, upgrades, and enhancement prioritization.
• Establish service quality metrics, dashboards, KPIs, and executive reporting for ITSM performance and platform health.
• Increase CMDB accuracy and service mapping maturity.
• Manage ITSM and BMC Helix budgets, vendors, contracts, performance expectations, escalations, and cost-benefit prioritization.
• Build strong partnerships across IT, business, security, infrastructure, applications, regional organizations, and external vendors, ensuring that ITSM services and BMC Helix capabilities are aligned with enterprise priorities and business needs.
• Ensure ITSM processes and BMC Helix configurations support compliance, auditability, role-based access, data integrity, and operational risk management.
• Improve automation, reduce cycle time and operating cost of IT through endorsed investments in AI, chatbots, virtual agents, and improved customer-accessible knowledge management.

• Minimum Bachelor’s degree in computer science, Information Systems, Business Administration, or a related field is required.
• 10+ years of experience of IT leadership experience, including significant ITSM, IT Operations, Service Delivery, or platform governance experience.
• 5+ years of people leadership experience, including global or distributed teams
• Strong ITIL/ITSM expertise and demonstrated experience owning or improving enterprise ITSM practices.
• Experience with enterprise ITSM platforms; BMC Helix experience is strongly preferred.
• Proven experience with service quality metrics, SLAs/OLAs, reporting, CMDB/configuration management, service catalogue, automation, and continual improvement.
• Experience managing budgets, vendors, contracts, and senior stakeholder relationships.

We support your development!

Do you feel you don’t match 100% of the requirements? Eurofins companies are committed to supporting your career development.

Weembracediversity!

As an Equal Opportunity Employer, the Eurofins network of companies believes in strength and innovation through diversity.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 count on our dedicated carbon reduction team to help us to achieve this goal!

Find out more on our Careers 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 believes that it is a 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 also one of the market leaders in certain testing and laboratory services for genomics, and in the support of clinical studies, as well as in biopharma contract development and manufacturing. 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 ca. 63,000 staff across a decentralised and entrepreneurial network of more than 950 laboratories in over 1,000 companies across 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 6.95 billion, and has been among the best performing stocks in Europe over the past 20 years. #LI-REMOTE