Support Manager

Job Introduction

Serco is the preferred partner for European Institutions and International Organisations, offering ICT services and Contact Centre management across Europe. Our expertise extends from Information System support to consultancy under the government framework, supporting key entities such as the European Commission and Executive Agencies. As a leader in Service Integration and Management, we ensure seamless delivery of services across various platforms, embodying our commitment to excellence in every aspect of our work.

We are hiring a Support Manager for the European Commission in Brussels and various locations around Europe.

Main Responsibilities

• a. Coordination and Management of Transfer of Files (ToF) Process
• Under the coordination of the official in charge of the ToF, participate in the implementation and coordination of the ToF process within SUMMA, ensuring alignment with the official decisions and administrative guidelines.
• Collaborate with the Giving and Receiving Directorate-Generals (DGs)/services to identify documents requiring transfer, ensuring correct transaction targets and adherence to guidelines.
• Facilitate communication and coordination among all external stakeholders and DG BUDG to effectively manage the ToF process.
• Manage ToF timelines by actively following up on pending tasks, identifying and mitigating risks, and providing a global calendar to ensure timely and efficient process delivery.

b. System Interventions and Support

• Perform tasks within SUMMA in relation to financial document transfers, ensuring smooth execution and rapid resolution of issues.
• Coordinate the permissions and authorisations critical to the transfer process in collaboration with Local Authorisations Managers (LAMs) and BUDG CAM team.
• Log tickets in the different support systems (e.g. Service Now, JIRA…) whenever required in the execution of the ToF tasks.

c. Communication and Liaison

• Act as a point of contact with the DG BUDG, supporting and deputising the official in charge, ensuring all stakeholders are informed of process updates and changes.
• Report to DG BUDG on the status of file transfers and ensure continuous communication during reorganisation or reallocations.
• Organise and lead kick-off meetings under the to establish objectives and expectations, ensuring all stakeholders are aligned on process delivery timelines.

d. Monitoring and Evaluation

• Continuously oversee the transfer status, address emerging issues swiftly, and document them for learning and adaptation.
• Regularly assess the transfer process, identifying potential areas for enhancement and developing guidelines for BUDG.R.3 - and other units when applicable.
• Conduct post-transfer evaluations for continuous improvement of processes and systems' functionalities.

e. Reporting and Documentation

• Ensure accurate and timely logging in systems such as JIRA and ServiceNow.
• Maintain records in the form of open-tasks, risks, decisions and other project management artifacts needed to manage the ToF.
• Create status reports available to stakeholders and DG BUDG management.
• Document insights and actions in the post-transfer period, updating the knowledge base and best practices documentation to benefit future operations.

NATURE OF THE TASKS

• Organisation, implementation and maintenance of (IS) support
• Coordination of support teams
• IS Service management
• Coordination with the project teams
• Coordination of wiki sites, collaborative sites or social networks
• Follow-up of service quality
• Management and follow-up of user requests
• Guidance regarding the use of information systems
• Management of incidents related to information systems; organisation of the reporting
• Conception and organisation of user documentation for information systems
• Conception and management of IS and ICT trainings
• Participation in user, service and project meetings
• Elaboration and implementation of relevant support processes

Successful Candidate

LEVEL OF EDUCATION

Bachelor's Degree or higher

KNOWLEDGE AND SKILLS

• Good IT skills
• Excellent communication / writing skills
• Ability to give presentation
• Ability to apply high quality standards
• Ability to participate in multi-lingual meetings, good communication skills
• Capability of working in an international/multi-cultural environment, rapid self-starting capability and experience in working in team; leadership capability
• Able to cope with the needs of multi-language site deployment
• Capability of integration in an international/multicultural environment, rapid self-starting capability and experience in working in team.
• Ability to participate in multilingual meetings (in English and French).
• Ability to work in multi-cultural environment, on multiple large projects.
• Excellent team player.
• Ability to understand, speak and write English and French (C1 level) other EU languages will be an advantage.
• High degree of discretion and integrity is required as the applications managed and maintained in BUDG R3 contain personal and confidential data.

SPECIFIC EXPERTISE

• Knowledge in end user assistance or support of information systems
• Good knowledge of ITIL
• Knowledge of wiki, collaborative sites and social networks
• Good reporting skills

CERTIFICATIONS & STANDARDS:

• Following certificates & standards are required for the performance of tasks: N/A
• Optional certification: ITIL foundation certification

About The Company

Serco is a leading provider of public services. Our customers are governments or others operating in the public sector. We gain scale, expertise and diversification by operating internationally across five sectors and four geographies: Defence, Space, Justice & Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East. More information can be found at Serco | Europe

Why should you join Serco ?

• Chance to contribute to innovation in the public services sector
• A company passionate about diversity and inclusion
• Permanent employment with comprehensive Serco Benefits package.

We are diverse and inclusive organisation

At Serco, we see people first and foremost for their performance and potential and we are committed to supporting the needs of all our colleagues. It's a mix of people from different backgrounds, experiences and opinion that keeps our culture strong and vibrant.

We believe in equity so we strongly encourage applications from a diverse range of candidates. Disabled applicants who meet the minimum criteria for the job are encouraged to apply and demonstrate their abilities in an interview. We also welcome a conversation about any adjustments that would make the interview process more accessible for you. Wherever possible we are open to discussions around flexible working and we operate a hybrid work structure in many of our business areas.

In the UK we are proud to be a Disability Confident Leader in the government's scheme and hold the Gold Inclusive Employer Standard; in Belgium we are partner of Diversicom and member of Charter der Vielfalt in Germany.

If you have any questions please do not hesitate to reach out to The Serco Europe Recruitment Team

Important

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Please contact the recruitment team if needed

Data Protection:

For more information on how the personal data is processed, please see the link Data Protection policy here.

Package Description

• Competitive Salary
• Corporate Benefits Package
• Chance to make a positive difference in a company passionate about diversity and inclusion.

Further information available from the Serco Europe Recruitment Team