IT Director – IT Service Management and Quality Assurance

IT Director – IT Service Management and Quality Assurance

Eurofins

Brussels, Belgium

Job Description

The IT Director, IT Service Management (ITSM) and Quality Assurance will lead Eurofins’ global ITSM function, driving the strategy, governance, quality, and continuous improvement of IT services across the organization.

This role is responsible for establishing and evolving the global ITSM operating model, ensuring reliable, efficient, and user-focused service delivery while advancing process maturity and operational excellence.

The successful candidate will oversee the enterprise ITSM platform, lead global teams, and collaborate closely with IT, business, infrastructure, security, and regional stakeholders to enhance service performance, quality, and business value.

We are looking for a dynamic leader who can combine strategic vision with execution excellence, foster cross-functional collaboration, and help shape the future of IT service delivery at Eurofins.

In this position you will:

• Define and lead the global ITSM strategy, governance model, and continual improvement roadmap;
• Own full ITIL-aligned practice governance across Service Portfolio Management, Incident, Problem, Change Enablement, Request Fulfilment, Service Catalogue, Knowledge, CMDB/Configuration, IT Asset, Service Level, and Continual Improvement. Increase ITIL process maturity across global IT;
• Enhance the quality and performance of IT services globally;
• Lead BMC Helix platform governance, including roadmap, configuration standards, access controls, integrations, workflow automation, reporting, data quality, upgrades, and enhancement prioritization;
• Establish service quality metrics, dashboards, KPIs, and executive reporting for ITSM performance and platform health;
• Increase CMDB accuracy and service mapping maturity;
• Manage ITSM and BMC Helix budgets, vendors, contracts, performance expectations, escalations, and cost-benefit prioritization;
• Build strong partnerships across IT, business, security, infrastructure, applications, regional organizations, and external vendors, ensuring that ITSM services and BMC Helix capabilities are aligned with enterprise priorities and business needs;
• Ensure ITSM processes and BMC Helix configurations support compliance, auditability, role-based access, data integrity, and operational risk management;
• Improve automation, reduce cycle time and operating cost of IT through endorsed investments in AI, chatbots, virtual agents, and improved customer-accessible knowledge management.

Qualifications

• Minimum Bachelor’s degree in computer science, Information Systems, Business Administration, or a related field is required;
• 10+ years of experience of IT leadership experience, including significant ITSM, IT Operations, Service Delivery, or platform governance experience;
• 5+ years of people leadership experience, including global or distributed teams;
• Strong ITIL/ITSM expertise and demonstrated experience owning or improving enterprise ITSM practices;
• Experience with enterprise ITSM platforms; BMC Helix experience is strongly preferred;
• Proven experience with service quality metrics, SLAs/OLAs, reporting, CMDB/configuration management, service catalogue, automation, and continual improvement;
• Experience managing budgets, vendors, contracts, and senior stakeholder relationships.