Head of Deployment and Support - LIMS

In a nutshell
As a Head of Deployment and Support, you will be defining and delivering support & deployment, ensuring the roll out of the solution, service availability according to agreed SLAs and; creating & chairing an effective change management process.
Where will you be based and what business will you support?
Based in Braga, Portugal; you will join a globally distributed team in the Clinical LIMS Europe Program, that provides our central Laboratory Information Management System throughout Europe.
How can you help us?
You will:
Implement a service delivery culture as well as critical and business value add service management processes (alongside BMC Helix implementation)
Managing a team of support & deployment engineers, cloud and infrastructure engineers
Regular notification to senior leadership of current status and business impact during major incident situations.
Prepare Post incident document along with technical teams to assist to identify the root cause of the incidents, then create mitigation strategy
Have insight into application related IT infrastructure patterns in multiple European Countries
Develop and maintain relationships with internal and external partners to maximize value
Deliver and maintain observability across all applications
Create and manage an effective change management process
Develop and motivate team members
Have insight and set targets for quality management
Are you our kind of extraordinary?
You have:
Bachelor’s degree (or equivalent) in Computer Science, Engineering, Life Sciences, Biology, Chemistry or related field.
5 or more years of experience in service management and/or roll outs.
Leadership experience.
Proficiency with applicable service management tools, project management tools and technology.
Working Knowledge of BMC Helix, Azure DevOps Services, Trello or JIRA.
Knowledge of agile frameworks.
Knowledge of Clinical Diagnostics and/or Laboratory processes.
Knowledge of ITIL V3 or V4 foundation.
Hands-on Service reporting experience.
Escalations handling experience.
Change Management experience.
Knowledge of Azure DevOps Sevices.
IT cloud infrastructure, on premise, and Azure/AWS experience. .
You are:
A strong communicator in English (written/oral).
A fast learner.
Self-motivated with a can-do attitude.
Proficient with applicable project management tools and technology.

Employment type
Full-time

Work arrangement
Hybrid