Ergomed Group is a rapidly expanding full-service mid-sized CRO specializing in Oncology and Rare Diseases.

Since its foundation in 1997, the company has grown organically and steadily by making strategic investments and landmark acquisitions, with operations in Europe, North America, and Asia

Our company allows for employee visibility (you have a voice!), creative contribution, and realistic career development.

We have nourished an authentic international culture here at Ergomed.

We value employee experience, well-being, and mental health. We acknowledge that a healthy work-life balance is a critical factor for employee satisfaction and, in turn, nurtures an environment from whichhigh-quality client service can be achieved.

Come and join us on this exciting journey to positively impact patients' lives.

The key responsibilities of the IT Service Delivery Engineer include.

• Administration, configuration, and optimization the ITSM tool to meet the organization's needs. Ensure the tool is effectively utilized for incident, request, change and problem management.
• Oversee the Incident and Problem Management process, ensuring that incidents are resolved within SLA and root causes are identified and addressed. Support the creation and management of knowledge articles to improve resolution times.
• Assist in planning and executing changes in the IT environment in accordance with the IT Change Management process, ensuring all changes are properly recorded, evaluated, and implemented.
• Support the design and optimization of the service catalog, ensuring that it aligns with business needs and provides an intuitive user experience. Manage service requests and ensure compliance with SLAs.
• Develop and generate reports on IT service delivery performance, ensuring that metrics such as incident resolution time, service availability, and customer satisfaction are tracked and analyzed. Use data insights to propose improvements.
• Identify inefficiencies within ITSM processes and work to implement process improvements based on ITIL best practices, ensuring continuous improvement in service delivery and user experience.
• Provide support and training to end-users on ITSM tool usage. Assist with onboarding new users and ensure they are familiar with the processes, workflows, and tool functionalities.
• Work closely with IT operations, support teams, and business units to ensure alignment between IT service delivery and business objectives. Assist in the development of service level agreements (SLAs) and ensure adherence.

Additional responsibilities:

• Ensure that ITSM processes and tool usage comply with organizational policies, industry standards, and regulations.
• Always available to the business as an escalation or contact point should the established channels fail to work effectively. 

Bachelor’s degree in computer science, Information Systems Management or related field (or equivalent combination of education, training and experience).

ITIL Foundation certificate.

3-5 years of experience on same or similar roles.

We prioritize diversity, equity, and inclusion by creating an equal opportunities workplace and a human-centric environment where people of all cultural backgrounds, genders and ages can contribute and grow.  

To succeed we must work together with a human first approach. Why? because our people are our greatest strength leading to our continued success on improving the lives of those around us. 

We offer: 

• Training and career development opportunities internally  
• Strong emphasis on personal and professional growth 
• Friendly, supportive working environment 
• Opportunity to work with colleagues based all over the world, with English as the company language 

Our core values are key to how we operate, and if you feel they resonate with you then PrimeVigilance could be a great company to join!  

• Quality 
• Integrity & Trust  
• Drive & Passion  
• Agility & Responsiveness  
• Belonging 
• Collaborative Partnerships  

We look forward to welcoming your application.

#LI remote