Chapter Lead

Telindus Luxembourg – Share more than technologies Telindus is a brand of Proximus Luxembourg. Founded in 1979, Telindus Luxembourg accompanies all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored support services. Its areas of expertise include Telecommunication Services, ICT Infrastructure, Multi-Cloud, Digital Finance Solutions, Cybersecurity, Business Applications, Managed Services and Training. Always in search of innovation, Telindus works daily to boost the growth of its #x2013; Job Content: We are seeking an experienced and dynamic Service Operation Manager (SOM) to oversee the operational chapter for the Cosmos project, which is responsible for delivering IT services from datacenter activities to public cloud middleware platforms for DIGIT (EU Commission). You will lead a team of 140 members and play a crucial role in ensuring that operations run efficiently, timely, and in accordance with client expectations. Key Responsibilities:

• Operational Leadership: Take overall responsibility for the daily operations, ensuring that services are delivered in alignment with contractual agreements and performance standards.
• Team Management: Lead and manage a team of 140, including overseeing staffing, performance management, and the professional development of team members.
• Coordination & Communication: Maintain consistent communication with Cosmos project management, staff, and stakeholders to ensure seamless operational execution.
• Service Delivery: Ensure that all operational activities remain on track and are delivered on time, adhering to agreed SLAs and quality metrics.
• Customer Support: Act as the primary point of contact for the customer (DIGIT) for all operational support needs, fostering strong client relationships.
• Continuous Improvement: Implement strategies and processes to improve efficiency, scalability, and service quality across operations.
• Staffing & Resource Management: Track staffing requirements and manage the hiring process for the operations team, ensuring the chapter is adequately resourced at all times.
• Incident & Problem Management: Ensure proper handling of incidents and problems to minimize service interruptions and resolve issues promptly.

Profile: Key Qualifications:

• Experience: 8+ years of experience in IT service operations, with at least 3+ years in a leadership role managing large teams (100+ members).
• Technical Knowledge: Familiarity with datacenter operations, public cloud infrastructure, and middleware platforms. Understanding of cloud services and related technologies is essential.
• SAFe/Agile Expertise: Experience working in agile environments (preferably SAFe) and an understanding of vertical (service-oriented) and horizontal (function-oriented) team structures.
• Leadership Skills: Proven ability to lead, motivate, and develop large teams, with a focus on delivering high-quality IT services.
• Communication: Excellent verbal and written communication skills, capable of interfacing with both technical staff and senior management, as well as clients.
• Problem-Solving: Strong analytical skills to resolve complex issues quickly and efficiently.
• Customer-Focused: Ability to maintain and strengthen customer relationships, ensuring the highest level of satisfaction with the services provided.
• Education: Bachelor's degree in Information Technology, Computer Science, or related field preferred.

Additional Skills:

• Experience in managing operations in large, complex projects.
• Strong understanding of ITIL or similar frameworks for IT service management.
• Ability to handle high-pressure situations and drive swift resolution.

Requirements:

• EU citizenship.
• Fluency in English (written and spoken) is required; proficiency in any other European language is a plus.

Our offer: A professional and stimulating work environment in the IT & telecom sector. Multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise. We also offer an attractive salary package and many other benefits.Our company is an equal opportunity employer, valuing diversity in all its forms. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.If at the end of the process your application is successful, you will be asked to provide an extract from your criminal record. Your personal information will be handled in compliance with applicable data protection laws.

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