Service Manager

Deadline 16 September, 2021 Position Ref: 1991
Skills Required

XML HTML CSS ITIL RUP Prince2 JIRA SLA Atlassian PMI PKI SMT tool OLA


Language

English


Description

Your tasks:

  • Set up and enforce the respect of organisation, procedures and project office tasks, raising warnings in case of non-respect of these;
  • Enforce the quality of delivery on schedule;
  • Structure the information in ways that are appropriate to the target audience;
  • Report on the service status (SLA, actions, risks, issues, decisions, and changes) with Member States or other partners;
  • Escalate issues, in particular the ones with potential impacts on time or resources;
  • Produce and/or review documents;
  • Provide suggestions for service or methodology improvements;
  • Participate in meetings with contractors, Member States and/or other partners;
  • On occasion, manage small-scale projects, including planning, quality management, risk assessment and mitigation;
  • The consultant should be ready to contribute also to common horizontal activities, supporting both Taxation and Customs areas.

Requirements

  • Minimum 4 years of relevant studies and minimum 11 years of experience;
  • At least 7 years of experience in IT service management or project management, out of which 3 years of experience in the Taxation and / or Excise area;
  • Experience with service management methodologies, practices and tools (ITIL, SLA, OLA, SMT), preferably in a multi-contractor environment;
  • Experience in large scale service support, service delivery, quality management, change management and business continuity;
  • Good technical knowledge on the projects aspects, especially in the field of centralised web application or service-oriented interconnected applications (3-tier architectures, web services, HTML/JS/CSS, XML technologies, software development lifecycle artefacts) and of security (PKI, certificates, password management);
  • Capability of understanding the needs, objectives and constraints of those in other disciplines and functions;
  • Practical knowledge of project management methodologies, practices and tools (PRINCE2, PMI, RUP, Agile, Atlassian Jira, RTC);
  • Practical knowledge of wiki or knowledge management systems (MS SharePoint, Atlassian Confluence);
  • Good reporting methods;
  • Strong organisational and coordination skills;
  • Experience in working in sub-contracted environments with various contractors working from remote locations, interacting with a large number of stakeholders;
  • Ability to produce minutes, notes, service level agreements, terms of collaboration, planning schedules in English;
  • Strong communication skills in English;
  • Knowledge of French is an asset;
  • Prior experience in the domain of administrative cooperation between public administrations, in the field of IT services or secure exchange of information;
  • Prior experience in the taxation policy area or with taxation applications is an asset.


Location

Brussels


BELGIUM


Duration

1 Years


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