Description

IT Service Manager in the Information Systems Services Section, Infrastructure and Application Services Division, Information Technology Department, Directorate of Internal Services.

Duties

The IT Service Manager is in charge of ensuring the end-to-end execution of processes and tasks relevant to the provision of IT infrastructure and information systems covering the domains of the IT workplace, communications, security, mobility and corporate applications services.
If selected for this position, your tasks will include:

• ensuring that the Service operates in compliance with performance service level agreements (SLAs) and that the agreed service level is delivered by monitoring, analysing and ensuring service provider compliance with the SLAs and specific contractual clauses while managing solution operations;
• ensuring ongoing improvement, handling service-related exceptions and escalations;
• managing the definition of SLAs, operational level agreements (OLAs) and key performance indicators (KPIs) by defining service requirements and negotiating SLAs/OLAs;
• defining, implementing and managing IT service projects from conception to final delivery, including the planning of maintenance and user support;
• achieving optimal results; conforming to standards for quality, safety and sustainability; complying with defined scope, performance, costs and schedule; organising, coordinating and leading project resources (including outsourced resources); supervising project progress; circulating and distributing information from the project owner/customer; ensuring specification-compliance; and updating the project to adapt to changing circumstances;
• taking mitigation action on non-fulfilment of agreements, managing risk and reporting to the appropriate governance boards;
• reporting as an activity manager when entrusted with such responsibility, supporting the Account Manager in the negotiation of agreements with the various business units, contributing to building relationships with customers to facilitate the delivery of IT services and identifying opportunities to add business value.

For contracts entrusted to you as a Technical Officer, you will ensure that contracted providers adhere to all terms and conditions, monitor and ensure performance of contractual clauses (including in respect of penalties, incentives, options, etc.), and renegotiate changes to the scope, service level and pricing, in line with Department strategy and in conjunction with the ESA Contracts Office.

Technical competencies

Behavioural competencies

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

Education

A master’s degree in a relevant IT discipline is required for this post.

Additional requirements

ITIL certification in Service Management would be an asset.

Understanding of ESA mission development practices/lifecycle - and data exchange with space industrial partners.