Quality Control Applications Service Manager

Summary

Join LGC, a leading global life science tools company, as an Application Service Manager to oversee the delivery and support of their Quality Control (QC) suite of products within the Diagnostics and Genomics (D&G) business unit. This role involves managing ITIL-based service management processes, monitoring service performance, developing strong relationships with stakeholders, and ensuring effective communication with customers. The ideal candidate will have a strong background in IT service management, a deep understanding of ITIL principles, and experience in managing customer-facing digital products. This is a new role leading a new function established by consolidating existing teams that manage the QC application suite.

Requirements

• Bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field
• ITIL certification (Foundation level or higher) is required
• Demonstrable track record in IT service management, particularly in overseeing customer-facing digital products
• Strong understanding of ITIL principles and their application in a digital environment
• Excellent problem-solving and analytical skills
• Good communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels
• Experience in managing and leading teams, with a focus on service delivery and customer satisfaction
• Knowledge of relevant regulatory and security standards

Responsibilities

• Oversee the end-to-end service delivery of the QC suite of applications, ensuring alignment with business objectives and customer needs
• Implement and manage ITIL-based service management processes, including Incident Management, Problem Management, Change Management, and Service Level Management
• Monitor and report on service performance, using key performance indicators to measure service quality, customer satisfaction, and operational efficiency. Develop a full reporting suite on the standard service management KPI’s for regular circulation to key stakeholders
• Develop and maintain strong relationships with key stakeholders, including customers, internal teams, and third-party vendors
• Ensure effective communication with customers related to services covering, availability, updates, feature improvements etc
• Lead and coordinate the resolution of major incidents and service disruptions, ensuring timely communication and effective problem resolution
• Drive continuous improvement initiatives to enhance service delivery, reduce incidents, and improve customer satisfaction
• Ensure compliance with relevant regulatory and security standards
• Manage the service budget, including cost control and resource allocation

Preferred Qualifications

• Experience in a similar role within the technology or digital services industry
• Familiarity with service management tools and software
• Project management certification (e.g., PMP, PRINCE2) is a plus

Benefits

• Comprehensive medical, dental, and vision benefits for employees and dependents
• FSA/HSA Pre-tax savings plans for health care, childcare, and elder care
• Deductible Buffer Insurance and Critical Illness Insurance
• 401(k) retirement plan with matching employer contribution
• 100% paid parental leave, up to 8 weeks
• 100% paid Caregiver leave, up to 3 week
• Paid Holidays, which include floating days and a holiday shutdown in December
• Company paid Basic Life / Accidental Death
• Company paid Short & Long-Term Disability
• Company paid Employee Assistance Program
• Health Savings Accounts
• Flexible Spending Accounts (Healthcare and Dependent Care)
• Identity Theft & Protection
• Legal Services
• Pet Insurance
• Voluntary Worksite Benefits
• Tuition Reimbursement
• Employee Referral Program
• Cheer program where employees are recognized for outstanding work
• Social events - frequent catered lunches and much more!
• Bonus eligible