Service Manager - Deadline 16/07/25

NATURE OF THE TASKS

Manage and monitor projects throughout their life cycle phases (inception, elaboration, construction, and transition), including overseeing architecture, specifications, development, and testing activities (including tests with Member States and partners).

Oversee the development and implementation of IT services to meet business needs, ensuring services are delivered on schedule and within agreed quality standards.

Monitor and report on service operations, capacity consumption, and overall performance; liaise effectively with internal and external stakeholders.

Implementing consistent IT service management frameworks transversally across the projects of the sector to improve efficiency and service quality.

Manage and coordinate operational activities, ensuring incident, problem, change, configuration, and release management comply with quality plans and Service Level Agreements (SLAs). • Define, monitor, and report on Key Performance Indicators (KPIs) and all relevant quality metrics.

Establish, enforce, and monitor adherence to organisational procedures; raise warnings and escalate issues as necessary, particularly those impacting time or resources.

Structure and present information appropriately for various target audiences, including reports on service and project status covering SLA adherence, risks, issues, decisions, and changes.

Coordinate communication and facilitate collaboration with contractors, vendors, Member States, Economic Operators, and other Commission services to ensure smooth service operations and delivery. Maintain accurate and up-to-date contract documentation and records for audit and reporting purposes. Understand the technological aspects, risks, and success factors of projects; escalate complex issues involving solution architects or IT analysts as needed. • Produce and review project and service documentation, providing continuous suggestions for service and methodology improvements. Participate actively in meetings with all relevant stakeholders, contributing to decision-making and ensuring transparency in service and project progress.

LEVEL OF EDUCATION

Master in Information Technology, Computer Science, or a related field. Preferred Certifications and/or Standards:

Project management: PM2, Prince2, PMP

ITIL

Data management and cloud certificates

Software testing certificates (CSTE, ISTQB) and network certificates are advantageous.

KNOWLEDGE AND SKILLS

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

Proven experience with service management frameworks and related tools.

Hands-on experience supporting large-scale transformation projects involving different external and internal stakeholders while ensuring business continuity. Strong technical knowledge of architecture.

Knowledge and experience with EU public procurement is highly desired.

Proficient in-service monitoring, performance optimisation, and issue resolution.

Experience in long-term planning and roadmap development for IT architecture. Strong communication and interpersonal skills to engage effectively with stakeholders at all levels. Following specific technical knowledge is required for the performance of the above listed tasks: Microsoft Office including Visio and Project. Knowledge of EC corporate tools (CISCBAC, SMT) and standards Service Management and Monitoring tools

SD WAN technology

SPECIFIC EXPERTISE

Minimum 8 years’ experience in IT, including recent 5 years’ experience as an IT Service Manager in multi-stakeholder environment.

Experience in implementation of IT project specification of platforms, components, data and services.

Solid understanding of ITIL, SLA, OLA, and SMT frameworks and standards. Demonstrated ability to coordinate multiple stakeholders and manage vendor relationships effectively. Knowledge of SD-WAN technology and networking concepts. Awareness of current and emerging technologies and their potential impact on platform and data exchange architectures.

Proven track record in EU public procurement project management.

Level : Senior

Delivery mode : Near Site (Brussels)