Service Manager
il y a 2 semaines
Scope of the services to be provided
The Customs IT Systems sector of unit B3 is looking for a Senior Service Manager who will provide the required services, under the supervision of the responsible TAXUD Project Manager Official, to assure the timely delivery of a coherent and comprehensive set of Services for the CBAM IT system that is currently under development (1st release of the CBAM Transitional Period system is expected to go-live in production as of 1/7/2023).
The activities include among others:
- Project Support Office (PSO) activities
- Deployment support activities
- Service Management Activities (as of 1/7/2023)
Tasks description
Project Support Office (PSO) activities
- Review of specifications and other deliverables from SoftDev
- System Architecture consulting
- Project management consulting/support
- Project planning support
- Project Reporting support
- Steering Committees support (organisation, minutes, etc.)
- Active participation in technical meetings (e.g. requirements/architecture meetings)
- Acting as a backup to other functions in the Central Project Team
Deployment support activities
- Contribute to the timely delivery, deployment (installation/testing) and rollout of CBAM system releases.
- Support the provisioning of hosting environment by ITSM3-OPS
- Support the organisation/execution of testing activities by ITSM3-TES
- Contribute to communications/coordination with stakeholders and users
Service Management Activities (as of 1/7/2023)
- Contribute to the creation, implementation and maintenance of Service Level Management and Security artefacts listed below.
- Security Policy
- Security Plan
- SLA
- ToC
- CBAM users' support
- Oversee the implementation and operation of the CBAM Service Desk for Traders and EU Authorities responsible for CBAM
- Monitor the service delivery by TES contractor (e.g. monitor and report compliance with SLA)
- Support the organisation and delivery of user trainings
- Report on SMT Tickets handling/resolution by TES contractor
- Service Requests
- Information Requests
- Incidents
- Business Continuity and Incident Management
- Issues escalation to TAXUD PM
- Followup of P1/P2 incidents
- Organise troubleshooting meetings with contractors
- Participation to IT crisis management meetings and actions
- Post Incident Reports
- Contribute to communications/coordination with stakeholders and users
- Change Management
- Followup software/system upgrades
- Followup the installation of hotfixes
- Contribute to communications/coordination with stakeholders and users
Deadline: 01/02/2023
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