Service Manager

Deadline 14 February, 2020 Position Ref: 1621
Skills Required

GIT Service Management CMMI SLA RTC ticketing tools SMT tool OLA

Additional Skills



IT Service Manager



Total Experience (months or years)




  • Lead and manage all horizontal projects of lifecycles of all involved contractors, the Service Management Tools, the Quality Management Systems (QMS) and the related development infrastructure supporting the Business Agnostic Platform Program;
  • Participate to the drafting of technical annexes and review of technical offers of all horizontal projects aiming at supporting the roadmaps and improving the quality of services provided;
  • Project Management of horizontal projects in all their life cycle phases (inception, elaboration, construction and transition) and coordination with all stakeholders involved;
  • Lead all Quality Management aspects of the contracts involved in the development and the maintenance of the Business Agnostic Platforms;
  • Set up and enforce the respect of organisation, procedures and project office tasks, raising warnings in case of non-respect of these;
  • Enforce the delivery of the projects according to the agreed schedule, with the expected quality and with the resources provided;
  • Maintain all Project Management related deliverables (e.g. Plannings, decision logs, risk registers, action lists, …) including the maintenance of the Project status dashboards (tasks progress, plan, actions, risks, issues, decisions, changes, etc.);
  • Understand the technological aspects of the project, including the risks and the success factors. Work with the help of solution architects/IT analysts only on complex matters;
  • Escalate all project related risks and issues, in particular the ones with potential impacts on time or resources;
  • Contribute to document reviews mainly with an eye on project schedule and deadlines, risks and decisions;
  • Provide suggestions for service or methodology improvements and lead all CSIP projects.


  • Minimum 13 years of combined relevant university studies and experience in the IT sector;
  • Minimum 4 years of experience in service management;
  • Proficiency and hands on experience with Service Management Tools is required;
  • Good knowledge of CMMI and writing/using SLAs and OLAs is required;
  • Experience with Service Management Tools like Synergia SMT, RTC, GIT, Ticketing Portals and WIKIs is an definitive asset;
  • Experience with Contract Management in a complex and structured organisation with outsourced services is required;
  • Proven experience in the Project Management of projects in all their life cycle phases (inception, elaboration, construction and transition) and coordination with all stakeholders involved e.g. organisation, its entities, contractors, and its clients) is required;
  • Ability to present and to animate discussions, rapid self-starting capability and ability to work autonomously are mandatory;
  • Proven project management experience with the transition management between outsourced contracts, covering the transition of impacted Configuration Items, infrastructure, tools, data, all related inventories and related procedures and working instructions, is a definitive asset;
  • Proven experience with Quality Management Systems (QMS) documenting all processes, procedures and responsibilities in the context of outsourced projects and services is required;
  • Good organisational, communication and coordination skills, including proven experience in maintaining project status dashboards is required;
  • Excellent command of English, both written and oral;
  • Ability to integrate in an international environment and cooperate well in a team.





1 Years

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