Service Manager - Deadline 02/07/25

DESCRIPTION OF THE TASKS:

• The management of the development and implementation in order to meet the business needs, among all this includes release management, scope management /deployment planning, Requests-for-Change lifecycle management, service requests management in Jira/SMT and transition to operations plan.

• Ensuring that the delivered service reach maximum uptime as per defined SLA, allows for accurate and early incident response, appropriate configuration management, proactive maintenance and tuning.

• The definition of KPIs, as well as the monitoring deliver and reporting on all quality, testing & installation planning compliance by external contractors, under the supervision of the responsible statutory staff; 2

• Follow up related activities, in particular those of external contractors, and the interdependencies of the several contractors’ activities, to ensure end-to-end delivery of all activities in a timely manner, to assure the achievement of legal deadlines

• Follow up functional testing activities by external contractors in SAT/CONF and conformance testing activities

• Coordination of incidents and service requests between various stakeholders: Client’s business and IT teams, external contractors, Member States’ representatives, etc.;

• Enforce the delivery of the services according to the agreed schedule, with the expected quality and with the resources provided;

• Understand the business and technological aspects of the CBAM Architecture in the context of enduser support and incident root-cause analysis. • Collaborate with development and operations teams to enhance service delivery and reliability for the services which delivery is assigned to post.

• Escalate issues, in particular the ones with potential impact to production environment availability, impacts on other services, or the one having ; • Escalate issues, in particular the ones with potential impacts on time or resources.

• Review and challenge the effort estimates for the services delivered by external parties

• Acting as 2 nd 3 rd level of support for incidents reported after a release goes-live and follow-up of root cause analysis activities (e.g. organise and facilitate debug sessions with external contractors).

KNOWLEDGE AND SKILLS

• Proven experience of service management activities (e.g. service design/transition/operations).

• Proven experience of service transition coordination (e.g. CI intake) and acting as 2nd or 3rd level of support for incidents.

• Good knowledge of ITIL, CMMI, SLA, OLA, SMT.

• Ability to apply high quality standards to all tasks.

• Good understanding of key technologies and COTS used in the CBAM project (e.g. Kubernetes, Kafka, Camunda, MinIO, Springboot, Java, XML, etc.);

• Ability to operate within a dynamic environment with diverse stakeholders and multiple dependencies;

• Experience of performing and/or supporting root-cause-analysis and resolution of incidents or any usability issues reported by web application end-users;

• Ability to participate in technical meetings and good communication skills;

• Ability to prioritise service requests from stakeholders and manage their prompt fulfilment;

Following specific expertise is mandatory for the performance of tasks:

• Minimum 10 years’ experience in IT, including recent 2 years’ IT service management experience.

• Experience of large-scale service support, service delivery and business continuity.

• Experience in the areas of CBAM and/or customs is an asset.

• Experience with Service Management tools (e.g. SMT)

• Experience with service operations (e.g. incident management) and service transition (e.g. release and deployment management, change management, etc.).

• Certifications in Service Management (ITIL).

Level 9 and 10

Delivery mode : Near Site (Brussels)