Service Manager

🚀 The Mission

We are looking for a dedicated Service Manager to join a key Unit within the European Commission. This role is essential for driving the Commission's Digital Transformation by managing and operating high-quality IT solutions that support EU policies.

You will be the primary project manager for systems within our Digital Shared Services and CDCO (Continuous Services and Operations) areas. This means you will not just maintain, but actively manage the delivery and operation of modern, critical digital tools.

🔑 Your Core Responsibilities

This is a leadership role focused on delivery, quality, and coordination.

Project & Service Delivery

• End-to-End Management: Own multiple IT projects from planning and initiation through to execution, monitoring, and successful closing.
• Quality Assurance: Ensure all project deliverables meet the agreed schedule and high-quality standards.
• Contract Oversight: Understand and enforce the terms of multiple contracts (development and operations) to determine the scope of continuous service versus new demand.
• Documentation: Produce and review critical project documents, reports, and internal notes.

Coordination & Communication

• Stakeholder Liaison: Act as the central point of contact, coordinating various groups including internal teams, subcontractors, software vendors, and representatives from partner administrations.
• Risk Management: Proactively identify and report on project status, risks, and issues, escalating potential impacts on timelines or resources to leadership.
• Team Guidance: Set and enforce organizational procedures, ensuring all project activities are running smoothly and efficiently.

Technical Oversight

• Understand the technological risks and success factors of your projects, working closely with solution architects to address complex technical challenges.

🛠️ What You Need to Succeed (Mandatory)

• Education: A minimum of Level 6 of the European Qualification Framework (typically a Bachelor's degree or 3 years of relevant higher education).
• Language: Fluent written and spoken English is mandatory.
• Methodology: Proven willingness to use specified project management methodologies and tools.
• Soft Skills: Strong autonomous work ethic, excellent communication and presentation skills, exceptional coordination, and fast problem-solving capability.
• Technical Knowledge: Very good understanding of the key technologies used in large-scale IT operations and development.

💡 Key Technologies & Experience (Assets)

Experience in these areas is a strong advantage, as they are core to our current systems:

• Knowledge of ITIL, COBIT or other IT service management frameworks (especially Service Operations).
• Experience with Large-Scale Systems Integration (e.g., in a public administration or customs/taxation environment).
• Technical background in ITC technologies (networking, virtualization, OS, database, middleware).
• Experience with DevSecOps, Containers, and Cloud technologies.
• Specific familiarity with: Apache Kafka/Confluent, Elastic Stack, Tanzu, and the CEF eArchiving Building Block.
• Certifications such as Prince2, AWS Cloud Foundation, or ISTQB.

📍 Logistics and Conditions

• Location/Mode: Near-Site delivery. You will work remotely from the contractor's premises but must be able to reach the Commission premises in Brussels within 2 hours (or be within 10 km of the main building).
• Duration: This is a long-term role with an initial request duration of 880 days.