Service Manager

А global digital transformation company with a team of more than 4,900 global players in 26 countries – in Europe, America and Asia, working together to put organizations at the forefront of innovation by bringing together talent, knowledge and technology.

Our approach is based on conscious technology, through which we create positive environments and meaningful opportunities, always in our own way, making the complex simple.

VASS BeNeLux, in partnership with the European Commission, is currently seeking a Service Manager to work from the European Commission.

The role:

• Definition of and managing the implementation of services in order to meet the business needs whilst managing the consequence of their deployment;
• Ensuring maximum uptime, accurate and early incident response, appropriate change and configuration management, proactive maintenance and tuning;
• Monitoring and reporting on operations and liaison with all (internal and external) stakeholders;
• Managing the availability, problem, and crisis management processes to ensure minimal disruption to business operations.
• Conducting service level management, including negotiating, agreeing, monitoring, and reporting on service level agreements (SLAs).
• Managing and coordinating the service desk activities, ensuring that incident, change, configuration and release management is delivered according to Framework Quality Plans (FQPs) and to quality levels agreed in the Service Level Agreement (SLA);
• The definition of KPIs, as well as the monitoring and reporting on all quality indicators;
• Supervising the operational ITIL processes (concentrating on change management, incident management, problem and crisis management) and contributing effectively with his or her competence, experience and skills to ensure timely and excellent delivery of operational DG TAXUD IT systems.
• Supervising the IT service desk team to ensure efficient incident, problem, and change management. • Evaluate quality of service and manage the external contractor delivering operational services based on a good understanding of the underlying framework contract.
• Collaborating with other IT teams to ensure alignment and effective communication.
• Analysing and reporting on IT service performance metrics.

More specifically, the service provider is required to:

• Drive the daily operations of the DG TAUXD IT systems focusing on change management, incident management, problem and crisis management ensuring maximum uptime;
• Report on the service status (SLA, actions, risks, issues, decisions, changes, etc.) within DG TAXUD and/or with Member States or other partners;
• Chair the DG TAXUD DOS CAB;
• Liaise with the OPS contractor and DIGIT acting as the SPOC between them for both problems, incidents and changes;
• Escalate issues, in particular the ones with potential impacts on uptime;
• Follow-up crisis management teams during major IT incidents or disasters.
• Conducting post-incident reviews to identify root causes and implement corrective actions.
• Produce and/or review documents; follow-up document revision with an eye on DG TAXUD systems uptime;
• Provide suggestions for service or methodology improvements;
• Participate in meetings with DG TAXUD, contractors, Member States and/or other partners;
• Supervise TAXUD contractors and other Commission services for release, change management and incident related tasks/activities.

You have:

• Bachelor degree in Computer Science or related field.
• Minimum 10 years experience in IT, including recent 10 years experience in IT service management roles.
• Experience in large-scale service support and delivery environments is a must.
• Good knowledge of IT service management tools and methodologies (ITIL, SLA/OLA management, SMT) is a must.
• Good understanding of TAXUD IT architecture is an asset.
• 8+ years of experience with coordination and follow-up of operational tasks including incident and issue resolution is a must.
• Experience working with business continuity procedures, disaster recovery plans, and performance monitoring tools is a must.
• Familiarity with service documentation and reporting techniques is a must.
• Experience working in multi-stakeholder environments, coordinating with vendors, contractors, Member States, and internal teams is an asset.
• Experience in reporting preparation, monitoring dashboards, and contribution to operational meetings.
• Can conduct service reviews and recognise improvement opportunities.
• Can demonstrate good practise of Performance Monitoring Service for defined Service Level Agreements (SLAs) and Key performance indicators (KPIs).
• Drafting skills are required for meeting presentations, meeting minutes and agreements.
• Knowledge of following technologies and methodologies are considered as an added value: ITSM, ServiceNow, CMDB platforms, ITIL, JIRA, SLAs, KPIs, MS Office, Root Cause Analysis, Incident Management, Problem Management, Continuous Improvement, Business Continuity, Trend Analysis, OLA.
• Good overall knowledge of following IT areas: hardware, networking, software development, integration and performance testing, deployment
• Expert knowledge of troubleshooting, log gathering, log analysis tools and drafting of post incident reports
• Experience in contractual outsourcing of service management is an asset

Optional certifications considered as an asset:

• Possession of a recognized certificate in ITIL/Service Management is a must

If you want to join a dynamic company where technological challenges will be found in your day to day we are waiting for you in the great VASS team.

And we encourage you to be the best version of yourself: Transformative, Creative, Honest, Vibrant!

At VASS we take action every day to achieve a favourable environment that facilitates and promotes equal opportunities, non-discrimination, diversity and inclusion of all people. We select our talent based on business needs, skills and merits. 🌟