Global IT Support & Service Delivery Manager

Eurofins Food Testing Belgium NV; Lancaster (Lancaster County); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Life and disability insurance

401(k) with company match

Paid vacation and holidays

Job summary

Eurofins Scientific, a global life sciences company, seeks a Global Support Manager to lead operational support for its enterprise applications portfolio. The role ensures stability, reliability, and performance of critical software via incident, service, and problem management, while partnering with Cloud Engineering and Development teams.

The ideal candidate will have strong ITIL, ITSM, and data analysis skills, experience in large IT organizations, and the ability to operate in an

Qualifications

• Minimum 5+ years in IT operations or application support with at least 2 years in a leadership role.
• Strong knowledge of ITIL processes (Incident, Problem, Change, Service Management).
• Experience with ITSM tools (ServiceNow, BMC Helix) and ALM tools (Azure DevOps).
• Familiarity with Agile/Kanban methodologies and cloud (Microsoft Azure).

Responsibilities

• Lead support teams to deliver consistent service quality and reliable customer experience across applications.
• Foster a culture of technical troubleshooting, ITSM best practices, and cross-application knowledge.
• Develop leaders through mentoring, feedback, and knowledge sharing.
• Champion IT Quality Assurance and ITSM standards; identify gaps and drive improvements.
• Monitor KPIs, service health metrics, and trends; drive continuous improvement.
• Onboard sites to applications within agreed timelines using repeatable processes.
• Participate in site status, service reviews, and triage meetings across regions.
• Coordinate production changes with Cloud Engineering, Development, and Support teams.
• Provide leadership during major incidents and coordinate cross-application escalation and RCA actions.

Skills

ITIL processes

Incident management

Problem management

Change management

Service Management

Azure DevOps

Agile

Kanban

Azure Monitor

Grafana

SQL querying

Data analysis

Leadership

Stakeholder management

Communication

Education

B.S. in Computer Science or Engineering

Tools

ServiceNow

BMC Helix

Azure DevOps

Azure Monitor

Grafana

Job description

Eurofins Scientific, a global life sciences company, seeks a Global Support Manager to lead operational support for its enterprise applications portfolio. The role ensures stability, reliability, and performance of critical software via incident, service, and problem management, while partnering with Cloud Engineering and Development teams.

The ideal candidate will have strong ITIL, ITSM, and data analysis skills, experience in large IT organizations, and the ability to operate in an