By continuing to browse this site, you agree to our use of cookies. Read our privacy policy

IT Service Manager


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


IT Service Manager

Job Req ID:  17219
Closing Date:  27 March 2023 23:59 CET/CEST
Establishment:  ESTEC, Noordwijk, Netherlands
Directorate:  Directorate of Internal Services
Publication:  Internal & External
Vacancy Type:  Permanent
Date Posted:  6 March 2023


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.


ESTEC, Noordwijk, Netherlands  



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


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

At least 5 years’ experience in managing insourced and outsourced services at large organisations, preferably in the applications area
An aptitude for effective communication and collaboration in an international environment, self-motivation and team-working capabilities with minimum supervision
Strong customer orientation, coordination and negotiation skills, problem-solving capabilities and a proactive approach

Behavioural competencies

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


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.

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


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 or balanced 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. 


Recruitment will normally be at the first grade in the band (A2); however, if the candidate selected has little or no experience, the position may be filled at A1 level.

*Member States, Associate Members or Cooperating States.

This vacancy is now closed.
However, we have found similar vacancies for you: