Service Manager - Deadline 09/07/25

Following skills and knowledge are required for the performance of the above listed tasks:

• Very good knowledge of SM key technologies

• Ability to coordinate the identification of root cause of incidents efficiently and fast

• Ability to analyse business process models and ensure that they are correctly representing the functioning of running IT services

• Ability to understand, interpret, and contribute to IT specification documents, including functional specifications, technical designs, infrastructure requirements etc,

• Understand and interpret business process modeling and analysis, with the ability to map and document business and system processes in alignment with organisational goals.

• Understand and interpret Business Process Modeling (BPM) to capture, visualise, and analyse current and future-state business processes in collaboration with stakeholders.

• Understand and manage interactions that involve various message exchange patterns (e.g., Request/Response, One Way, Request/Callback, Publish/Subscribe) and multiple protocols (SOAP,REST).

• Familiarity with SOA principles, message exchange patterns, and multi-protocol web service communication (SOAP, REST).

• Knowledge of enterprise integration concepts such as service orchestration, choreography, and runtime governance.

• Experience with Web Services, Service Registries, Repositories, and Monitoring Tools, including the ability to support the lifecycle management, discovery, and governance of SOAP/REST-based services in a distributed environment

• Familiarity with DevOps concepts, containerised infrastructure (e.g., Docker, Kubernetes), and CI/CD environments from a service management perspective.

• Proficiency with documentation standards and testing lifecycle best practices.

• Familiarity with enterprise-grade middleware products and standards, including but not limited to Oracle WebLogic Server, Oracle HTTP Server, Oracle Service Bus, Oracle Service Registry, Oracle Enterprise Manager, Oracle BI Publisher, and Oracle Database, as well as key interoperability and security standards such as HTTP(S), LDAP(S) v3, SQL*NET, SAML 2.0, WSDL 1.1, WS-Policy Framework 1.5, WS-Security 1.1, XML 1.0, and XSD 1.0.

• Ability to gather, structure, and translate business requirements into functional and non-functional system specifications, ensuring alignment with business goals and operational needs.

• Ability to use BPM as a bridge between business and IT, facilitating a shared understanding of requirements and supporting effective communication across cross-functional teams;

• Ability to coordinate change management processes and to manage business expectations

• Ability to coordinate, follow-up and report on the status of testing activities

• Ability to give business and technical presentations to multiple stakeholders

• Ability to apply high quality standards

• Ability to cope with fast changing technologies in the Oracle ecosystem.

• Very good communication skills with technical and non-technical audiences

• Analysis and problem solving skills

• Capability to write clear and structured technical documents

• Ability to participate in technical meetings and good communication skills

SPECIFIC EXPERTISE

Following specific expertise is mandatory for the performance of tasks:

• Experience in service management and related tools, applied in the management of IT systems having a centralized, decentralized and hybrid architecture.

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

• Good technical knowledge of IT architecture.

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

• Ability to apply high quality standards to all tasks.

• Experience in coordinating with multiple stakeholders and managing stakeholder relationships.

• Good understanding of disaster recovery and business continuity practices.

• Proficient in monitoring and optimizing services.

• Experience with managing a portfolio of legacy, non-legacy and hybrid IT systems and services. Experience with migrating applications from legacy technology to modern standards

• extensive experience of XML, data structure and modelling as well as UML and Data Modelling;

• extensive experience of drafting, validating and analysing business process models;

• Experience troubleshooting applications running on SOA platforms

Experience dealing with business managers and users coming from very different backgrounds, in a multinational, multilingual, multicultural environment.

• Experience with the configuration management, release management, service support, service delivery, business continuity of large-scale IT systems

• Extensive experience in planning, coordination, monitoring, deploying into operation the large-scale IT systems with multiple stakeholders;

• Extensive experience with all the software development lifecycle phases and deliverables

• Extensive experience with service management tools as well as standard office tools such as Word, Excel, PowerPoint and Visio;

• Expert Technical knowledge and extensive experience with standard technologies like BPMN, XML, Java, Oracle, Linux, WebLogic, web-services, workflows, SOA and software development methodologies;

• Knowledge of Function Points analysis (IFPUG);

• Good communication skills (adapt the information to the target audience);

• Good reporting skills (timely, accurate, consistent, synthetic);

• Strong organisational and coordination skills;

• Extensive experience with CMMI, drafting of SLA, OLA

• Ability to give presentations, produce minutes, notes, service level agreements, terms of collaboration, planning schedules in English;

• Experience with management of IT architectures and TOGAF;

• Expert knowledge of Project Management and Software Development methodologies are a definite asset (PRINCE2, PM2, Agile@EC, SCRUM, …)

• Experiences in IT service management for customs related IT systems are an asset.

• Basic knowledge of EU customs legislation (UCC) is an asset;

Level 9 to 10

Delivery mode : Near Site (Brussels)