IT Site Manager

Post based in Italy (ESRIN, near Rome) 

You will be part of the End-User Local Service Team based in Italy in ESRIN near Rome who is in charge of the IT  Service Delivery for ESRIN and associated remote sites, serving the needs of users of corporate and office systems. 

Your will be responsible for managing the corporate service delivery provided by the local IT team and executing the local service delivery. 

▪ monitoring the performance of the IT Local Support service. 

▪ ensuring that ESA policies, standards and guidelines are implemented locally; interfacing with stakeholders  to understand their business needs, identifying opportunities for service improvements and supporting the  customer acceptance process in liaison with the entities responsible for IT operations. 

▪ responding to customer queries and complaints, as well as acting as an escalation point for issues raised by  end-users. 

▪ ensuring correct implementation of the asset management process for all end-user devices procured by  the Agency. 

▪ supervising the local delivery of service catalogue items. 

▪ interfacing with the Department’s IT Service Managers who provide support for local matters (hardware  refreshes, new services, data centres, etc.) to ensure consistent management and service delivery  functions across the IT Department. 

▪ supporting the integration of IT services into a comprehensive end-to-end service management process for  continuous improvement. 

▪ providing transversal support to pilot and promote the service introduction and transfer to operation of  new or updated products/ services by facilitating training and user group sessions. 

▪ contributing to the strategic planning process, investment plans and annual work planning processes along with the related budget preparation and revision exercises. 

Education and experience 

A master's degree in information technology is required. 

Strong experience in IT service delivery and operations management 

A minimum of 5 years of in-depth experience in customer interface management and Service Delivery are required. Experience in team management would be an asset. 

Solid experience (ideally ITIL 4-certified or similar) in preparing, negotiating and implementing industrial procurements would be an asset. 

Excellent negotiation skills supported by an aptitude for effective communication and reporting are essential. 

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.  

--------------------------------------------------------------------------------------------------------------------------------------------- Relocation support and installation allowance is offered for those not located in Italy.  

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

The closing date for applications is 18 April 2023  

For more information: HR Advisor: Zineb Elomri, zineb.elomri@esa.int 

Recruiting Manager: Cristiano Silvagni, cristiano.silvagni@esa.int