Quality Control Applications Service Manager

LGC Group; Gaithersburg (MD); On-site; USD 90,000 - 130,000; Full time

Job summary

A leading global life science tools company is seeking a Quality Control Applications Service Manager to oversee the delivery and support of QC software. This role requires a strong background in IT service management and ITIL principles, focusing on ensuring high service quality and customer satisfaction. The ideal candidate will manage service delivery, liaise with stakeholders, and drive continuous improvement initiatives.

Benefits

Comprehensive benefits including medical, dental, vision, 401(k), paid parental and caregiver leave

Qualifications

• Bachelor's degree or equivalent in IT, Computer Science, or related field.
• ITIL certification (Foundation or higher).
• Proven track record in IT service management.

Responsibilities

• Oversee end-to-end service delivery of the QC applications.
• Implement and manage ITIL-based processes.
• Monitor and report on service performance using KPIs.

Skills

Problem-solving

Communication

Interpersonal skills

Education

Bachelor's degree in IT, Computer Science, or related field

Tools

Service management tools

Job description

Quality Control Applications Service Manager

• Full-time
• Department: IT

LGC is a leading, global life science tools company, providing mission-critical components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high-quality product portfolio includes tools for genomic analysis and quality assurance applications, valued for their performance, quality, and range.

We are seeking a highly skilled Application Service Manager to oversee the delivery and support of our Quality Control (QC) software within our Diagnostics and Genomics (D&G) business unit. This role involves managing software that helps customers globally adhere to lab quality standards, supporting operations, and ensuring high service quality and customer satisfaction.

The ideal candidate will have a strong background in IT service management, with a deep understanding of ITIL principles, especially in managing customer-facing applications. Responsibilities include ensuring service quality, liaising with various internal and external teams, and leading a new function consolidating existing teams managing the QC application suite.

Key Responsibilities:

1. Oversee end-to-end service delivery of the QC applications, aligning with business and customer needs.
2. Implement and manage ITIL-based processes such as Incident, Problem, Change, and Service Level Management.
3. Monitor and report on service performance using KPIs, developing reports for stakeholders.
4. Maintain strong relationships with stakeholders, including customers, internal teams, and vendors.
5. Coordinate resolution of major incidents and service disruptions.
6. Drive continuous improvement initiatives.
7. Ensure compliance with regulatory and security standards.
8. Manage the service budget, including costs and resources.

Minimum Requirements:

• Bachelor's degree or equivalent in IT, Computer Science, or related field.
• ITIL certification (Foundation or higher).
• Proven track record in IT service management, especially with customer-facing digital products.
• Strong understanding of ITIL principles.
• Excellent problem-solving, communication, and interpersonal skills.
• Experience managing teams focused on service delivery and customer satisfaction.

Preferred Qualifications:

• Experience in the technology or digital services industry.
• Familiarity with service management tools.
• Project management certification (e.g., PMP, PRINCE2).

What we offer (US-based employees):

• Comprehensive benefits including medical, dental, vision, 401(k), paid parental and caregiver leave, and more.

Our values include Passion, Curiosity, Integrity, Brilliance, and Respect. We are an equal opportunity employer committed to diversity and inclusion.