Manager, Service Delivery

at  QuidelOrtho

THE OPPORTUNITY

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most – home to hospital, lab to clinic.
Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.
We are recruiting for an IT Service Delivery Manager (EMEA). This role can be based in either Prague, Czechia or Pencoed, UK.

YOUR NEW ROLE:

As the IT Service Delivery Manager (EMEA) you will be responsible for the management of an IT support team offering Level 1 and Level 2 support services to users located across EMEA (Europe, Middle East and Africa).
Within this role, you will be responsible for IT Service Delivery of all QuidelOrtho systems accessed by all EMEA personnel, which includes, but is not limited to, escalations to the appropriate support teams to restore service if they fail, once services are restored, identify root cause and implement solutions to reduce the likelihood of a recurrence of the service failure.
You will be responsible for coordination and maintenance of documenting Deskside
and Service Desk processes, policies, known errors, and instructions in the knowledgebase for the Service Operations team. You will help drive service improvement through effective metric setting and expanding the value and capabilities of the ServiceNow portal to deflect, intercept and automate calls & tickets that would normally funnel through the Deskside and Service Desk functions.

WHAT YOU’LL BE DOING:

• Managing IT Systems: Oversee the organization’s computer systems, ensuring they operate smoothly and efficiently.
• IT Staff Management: Recruit, train, and manage IT staff, setting job expectations and appraising performance.
• Data Security: Ensure the security of data, network access, and backup systems.
• Troubleshooting: Identify and resolve problematic areas promptly.
• Strategic Planning: Plan, organize, control, and evaluate IT and electronic data operations.
• Vendor maintenance and maintain vendor relationships, meeting routinely to discuss issues and correct them. Also identify and on-board other vendors to replace poorly performing ones.
• Projects - work directly or indirectly via your staff on company projects e.g. Hardware upgrades, O/S upgrades, site move, global print initiatives etc.