European IT Operations Service Manager
hace 1 día
Valencia
At IVI-RMA, we are the world’s leading reproductive medicine group, pioneering fertility treatments, research, and patient-centred care. With over 30 years of experience, we support individuals and couples around the globe on their journey to building a family — offering assisted reproductive techniques such as IVF, artificial insemination, and egg donation, as well as fertility preservation. We combine state-of-the-art technology, continuous innovation, and a deeply human approach grounded in excellence, placing the patient at the heart of everything we do. As the European IT Operations Service Manager your will, be responsible for ensuring the effective, reliable, and consistent delivery of day-to-day IT operations across Europe. Working closely with the other regional Service Managers, the Helpdesk & Workplace Manager, the IT Architect as well as internal teams and external service providers, this role oversees the operational performance of infrastructure and network services. The primary objective is to ensure services are delivered in accordance with agreed standards, processes, service levels, and operational procedures. The role is also co-responsible with the rest of the regional Service Managers for defining, implementing and continuously improving global IT operational governance, including service management processes, technical standards, KPIs, SLAs, and reporting mechanisms. A key part of the mandate is to drive operational excellence through continuous improvement, automation, and the introduction of AI-enabled capabilities such as predictive monitoring, automated remediation, and self-healing solutions. The European IT Operations Service Manager ensures operational stability, service quality, and continuous optimization across the European IT landscape. What will be your challenges? • Operational Service Management, • Service Oversight: Supervise the day-to-day delivery of IT operational services across Europe, ensuring performance, stability, availability, and responsiveness., • Provider Management: Manage and challenge external service providers and internal operational teams to ensure commitments are met and issues are addressed promptly., • Incident & Problem Management: Oversee major incidents, recurring issues, and root cause analysis to drive permanent resolution and minimize business impact., • Change Governance: Ensure operational changes are assessed, approved, communicated, and executed in accordance with established change management procedures., • Operational Escalation: Act as the primary escalation point for critical service-related issues and coordinate cross-functional resolution efforts. 1. Service Governance, Standards & Processes • Process Definition: Create, maintain, and enforce IT service management processes, procedures, and operational policies., • Standards Development: Define and evolve operational and technical standards, including documentation requirements, monitoring standards, and service acceptance criteria., • Technical Specifications: Develop and maintain technical specifications and operational requirements to ensure consistent and supportable service delivery., • Compliance Monitoring: Verify adherence to established standards and processes across providers and internal teams., • Operational Readiness: Ensure new services and project deliverables transition into operations with appropriate documentation, monitoring, support models, and ownership. 1. Performance Management & Reporting • SLA Management: Define, monitor, and enforce service level agreements, operational targets, and underpinning contractual commitments., • KPI Development: Design, implement, and continuously refine KPIs and operational metrics that provide actionable insight into service performance, quality, and efficiency., • Service Reviews: Lead regular operational and service review meetings with providers and internal stakeholders., • Reporting: Produce dashboards and executive reports highlighting service performance, trends, risks, and improvement opportunities., • Trend Analysis: Analyse recurring issues and performance patterns to identify root causes and drive data-based improvement initiatives. 1. Continuous Improvement, Automation & AI • Continuous Improvement: Establish and lead a structured service improvement program focused on reliability, efficiency, and user experience., • Automation: Identify and implement opportunities to automate repetitive operational tasks, monitoring, reporting, and remediation activities., • Self-Healing Capabilities: Introduce and expand automated remediation and self-healing mechanisms to reduce manual intervention and accelerate issue resolution., • AI-Enabled Operations (AIOps): Evaluate and implement AI-driven capabilities such as anomaly detection, event correlation, predictive alerting, and intelligent root cause analysis., • Innovation Roadmap: Develop and maintain a roadmap for operational automation and AI adoption, ensuring measurable business value and alignment with enterprise architecture and security standards. 1. Stakeholder Management • Business Engagement: Act as a trusted partner to business and IT stakeholders regarding operational performance and service quality., • Communication: Provide clear updates on incidents, risks, service trends, and improvement initiatives., • Alignment: Ensure operational priorities are aligned with business needs and strategic objectives. What are we looking for? • Service Management Expertise: Extensive experience managing enterprise IT operations in complex, multi-country environments., • ITIL Knowledge: Strong understanding of ITIL principles and operational service management best practices. ITIL certification preferred., • Provider Management: Proven experience managing outsourced service providers and holding them accountable for performance., • Operational Governance: Experience defining and implementing operational standards, procedures, KPIs, SLAs, and service improvement plans., • Automation & AIOps: Demonstrated experience driving operational automation and implementing AI-enabled monitoring and remediation capabilities. Experience with AIOps platforms such as Atlassian, Nexthink, Datadog and PagerDuty., • Technical Understanding: Broad knowledge of infrastructure, workplace services, networking and cybersecurity., • Analytical Skills: Strong ability to interpret service metrics and translate data into actionable insights., • Leadership & Influence: Ability to coordinate and influence multidisciplinary teams without direct authority., • Communication Skills: Excellent verbal and written communication skills in both operational and executive contexts., • Languages: Professional fluency in English and Spanish is required. Why join us? • Full-time position with flexible working hours (flexibility in start and finish times), • Remote working up to 2 days per week, • Summer working hours during July and August, with reduced hours and intensive workdays, • Employee participation plan, with the potential to earn up to the equivalent of one additional annual salary, • €1,000 for each child born, because we believe in a genuine work-life balance, • Private health insurance with special conditions (flexible compensation scheme with payroll deductions), free annual gynecological check-up, and discounts on treatments for you and your family, • Access to the IVIRMA Benefits Club, offering discounts with leading brands, • Ongoing training and professional development opportunities to help you continue growing in your role At IVIRMA, you will have the opportunity to join a highly respected team, where people are our greatest asset and where you will have the chance to grow professionally. IVIRMA Global is committed to Diversity, Inclusion, and Equal Treatment and Opportunities, especially with Sustainable Development Goal 5 (SDG 5), Gender Equality, and to combating discrimination in all its forms. Therefore, this position is open to any person who meets the required qualifications, regardless of their circumstances.