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IT Service Manager

Noordwijk | Frascati

  • Organization: ESA - European Space Agency
  • Location: Noordwijk | Frascati
  • Grade: Junior level - A2 - Grade band
  • Occupational Groups:
    • Information Technology and Computer Science
    • Managerial positions
  • Closing Date: Closed

EUROPEAN SPACE AGENCY

IT Service Manager

Job Requisition ID:  18328
Closing Date:  5 March 2024 23:59 CET/CEST
Establishment:  ESRIN, Frascati, Italy
Directorate:  Directorate of Internal Services
Publication:  Internal & External
Vacancy Type:  Permanent
Date Posted:  13 February 2024

 

Vacancy in the Directorate of Internal Services.

 

ESA is an equal opportunity employer, committed to achieving diversity within the workforce and creating an inclusive working environment. We therefore welcome applications from all qualified candidates irrespective of gender, sexual orientation, ethnicity, beliefs, age, disability or other characteristics. Applications from women are encouraged.

 

This post is classified A2-A4 on the Coordinated Organisations’ salary scale.

 

Location
ESRIN, Frascati, Italy, or ESTEC, Noordwijk, Netherlands.

 

Description

As IT Service Manager, you will report to the Head of the End-User Service Operations Section in the End-User Services Division, Information Technology Department, Directorate of Internal Services. You will be responsible for the supervision and coordination of centralised operations activities in respect of Microsoft Azure and Office 365, integrating services provided by multiple suppliers and vendors into a single, coherent, end-to-end IT operational service dedicated to end-user support, establishing and maintaining workplace capabilities and related backend infrastructure.

Duties

Your tasks and responsibilities will include:

  • coordinating and supervising the day-to-day service delivery and support provided by service providers and vendors in a multi-user operating system (Windows, macOS, iOS and Android) and the related backend infrastructure, mainly based on Microsoft Azure and the Microsoft Office 365 suite and environments;
  • assisting in the management of documents, administration, policies, user learning materials and a user guide library;
  • validating technical and service deliverables at various stages of the activities and with reference to any end-user service and technical operational aspects;
  • providing central esait unified user support services for Microsoft Azure and Office 365 workplace capabilities, notably
    • liaising with the customer and end-user community, translating needs into requirements and solution specifications to be implemented by service providers under your responsibility;
    • contributing to improving overall workplace capability management and user experience;
    • contributing to the management of the service catalogue for aspects and services relating to Microsoft Azure capabilities;
    • executing a systematic approach for continuous service improvement, including critical reviews of the service processes and requirements,
      proposing actions to increase the overall quality and efficiency of the end-user service;
    • ensuring compliance of the contracted providers with all terms and conditions and service level agreements (SLA);
    • coordinating and supervising all esait service providers for end-user operational communication-related aspects with respect to specific managed workplace services;
    • contributing to the definition and management of the Microsoft Azure governance;
    • defining the service operating model for Microsoft Azure services in line with MS Azure governance, optimising and rationalising the use of Microsoft Azure workplace capabilities, backend infrastructure and tools;
    • contributing to designing and implementing new Microsoft Azure workplace solutions, organising and managing transfer to operations and related adoptions, performing testing and validation of changes and new solutions and supporting the integration of new products into existing multi-platform workplace environments;
  • acting as the point of escalation for the coordinated end-user support-related service and adoption for Microsoft Azure services and tools under your responsibility;
  • providing regular progress reports and updates on the status of activities.

Technical competencies

Microsoft Azure certifications such as Fundamentals, Administration and Solutions Architect
Extensive experience of Microsoft Azure and Microsoft Office 365 suite, tools and back-end Infrastructure
IT service and operations management
Knowledge of ESA end-user corporate services and information systems
Project and technical management
Computer systems engineering
Information security technology

Behavioural competencies

Result Orientation
Operational Efficiency
Fostering Cooperation
Relationship Management
Continuous Improvement
Forward Thinking

Education

A master’s degree in information technology or in a related domain is required for this post.

Additional requirements

You should have general technical experience in managing IT corporate services for personal computing (Windows/macOS) and mobile platforms (Android/iOS), in particular with proven experience and documented certification in ITIL V4 Foundation and service operation and in the administration of the workplace backend infrastructure and tools, such as Intune, SCCM and JAMF, SW/OS packaging and Machine Build Image.

Other information

For behavioural competencies expected from ESA staff in general, please refer to the ESA Competency Framework.

For further information please visit: Professionals,What we offerand FAQ  

 

The working languages of the Agency are English and French. A good knowledge of one of these is required. Knowledge of another Member State language would be an asset.     

 

The Agency may require applicants to undergo selection tests.

 

At the Agency we value diversity and we welcome people with disabilities.  Whenever possible, we seek to accommodate individuals with disabilities by providing the necessary support at the workplace.  The Human Resources Department can also provide assistance during the recruitment process. If you would like to discuss this further please contact us email contact.human.resources@esa.int.

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Please note that applications are only considered from nationals of one of the following States: Austria, Belgium, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, the Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden, Switzerland, the United Kingdom and Canada, Latvia, Lithuania, Slovakia and Slovenia.

 

According to the ESA Convention, the recruitment of staff must take into account an adequate distribution of posts among nationals of the ESA Member States*. When short-listing for an interview, priority will first be given to internal candidates and secondly to external candidates from under-represented Member States*.  

 

In accordance with the European Space Agency’s security procedures and as part of the selection process, successful candidates will be required to undergo basic screening before appointment conducted by an external background screening service. 

 

In principle, recruitment will be within the advertised grade band (A2-A4). However, if the selected candidate has less than four years of relevant professional experience following the completion of the master’s degree, the position may be filled at A1 level. 

*Member States, Associate Members or Cooperating States.

This vacancy is now closed.
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