Responsible for leading the operational support of our enterprise application portfolio and associated support teams. This role is critical in ensuring the stability, reliability, and performance of business-critical applications through effective incident, service, and problem management. In this role you will also contribute to project delivery and software deployment initiatives, working closely with cross-functional teams to support business objectives.
Global Support Manager Duties Include but are not Limited to the Following:
- Lead our support teams in delivering consistent service quality, clear accountability, effective regional coverage, and a reliable customer experience across all supported applications and business areas.
- Foster a learning culture that strengthens technical troubleshooting, ITSM practices, customer communication, documentation, leadership, and cross-application knowledge.
- Develop and coach support leads and team members through mentoring, performance feedback, knowledge sharing, and career development.
- Champion Eurofins IT Quality Assurance and ITSM standards and processes, including incident management, service management, and change management. Define expected practices, assess adoption, and identify process gaps.
- Monitor, analyze, and report on key support KPIs, service health metrics, and operational trends, driving accountability and continuous improvement across support teams.
- Drive successful onboarding of sites to our applications within agreed timelines using repeatable processes through close collaboration with implementation and support teams.
- Participate in regular site status, service review, and triage meetings to maintain visibility of operational health, emerging risks, support trends, and business priorities across regions.
- Partner with Cloud Engineering, Development, and Support teams to promote well-planned production changes that align with established change management standards.
- Provide leadership during major incidents and cross-application service disruptions. Coordinate escalation activities, stakeholder communication, service-impact tracking, root cause analysis, and corrective actions to minimize business impact and prevent recurrence.