IT Lab Service Owner

Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

**_Job overview and responsibilities_**

Inside the Syensqo Information Technologies (IT) entity, scope service delivery services and value creation for R&I, the Lab acquisition support team deliver support services and solutions for R&I laboratories requests and needs.

Inside this team, we are looking for an IT Lab Service owner who will:

- Monitor Service performance:

- Define targets, monitor the Service performance (KPIs) and ensure it fits with the SLAs in place.
- Tickets monitoring and coach/challenge the team on the ticket management best practices.
- Ensure efficient communication between users and the team
- Manage the service evolution
- Alignment of service components and related processes within the ITSM tool (Incident management, request management, release management, problem management, Knowledge base, Asset management,)
- Introduce changes to the CAB if required.
- Create or improve in place processes
- Ensure the good quality of our Data
- Inventories and databases up to date (Active Directory, CMDB, Identity mgmt tools,)
- Maintain knowledge (functional & technical) about the service
- Keep a strong focus on our licenses pool
- Guarantee the Security and Compliance of our service components
- Manage the user’s escalations
- Welcome users feedback and put things into action
- Keep the customer satisfaction and business continuity as a priority
- Actively contribute to continuous service improvement
- Manage and contribute on projects / transformation activities:

- New technologies developments and roll out
- Migration activities
- Improve data service components security and compliance
- Operational Technologies integrations
- Development of IoT into the Laboratory

**We count on you for**:

- Represent the service across all the organization
- Own the end-to-end delivery and performances all along its lifecycle
- Define and document the components of the service and the interactions with other services
- Guarantee compliance
- Arbitration of service evolutions
- Prepare the service security and continuity plans, conduct risk assessment

**You will work with**:

- Product Managers, other Service Delivery teams and Tech experts
- Product Owners and Business teams to understand the value creation path

**_Education and experience_**
- Experience of minimum 3 years in IT Service Delivery management field
- A minimum of 5 years of experience in a similar company environment (Research, Pharmaceuticals, Biotechnologies, Industry,)
- Any knowledge about technical software for Analytical labs (i.e., Chromatographic or Spectroscopy or Spectrometry software (GC, LC, MassSpec, NMR, FTIR)) is a benefit
- Fluent English, French is an asset.
- Knowledge of
- ITIL, IT services, Agile, Safe
- Operational Technologies (OT)
- Management of projects from design to roll-out

**_Skills and behavioral competencies_**
- Customer oriented
- Excellent oral and written communication skills, including the ability to explain technology solutions in business terms
- Ability to recognize problems and develops solutions
- People networking capabilities
- Team spirit, ability to collaborate efficiently
- Self-motivated, very good organizational skills
- Demonstrated ability to learn new skills on the job, Adaptability and curiosity
- Handles multiple tasks efficiently
- Autonomous, self-managed
- Empowerment & accountability

**_Language skills_**

Fluent English, French is an asset
- Be part of and contribute to a once-in-a-lifetime change journey
- Willing to be part of a team that is going to tackle big bets
- Have a fun and work at a high pace

**_Additional information_**
- Remote working is allowed: 1-4 days per week
- Location: Compatible with WW service management (US and Asia)

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