Service Manager
il y a 8 heures
**Scope of the services to be provided**
The Service Manager service provides advice, guidance, consultancy and assistance to the responsible official(s) in regard to:
- The management of the development and implementation of services in order to meet the business needs;
- Ensuring maximum uptime, accurate and early incident response, appropriate configuration management, proactive maintenance and tuning;
- The monitoring and reporting on operations and on capacity consumption, and liaison with all (internal and external) stakeholders;
- The management and coordination of the service desk activities, ensuring that incident, problem, change, configuration and release management is delivered according to quality plans (FQPs) and to quality levels agreed in the Service Level Agreement (SLA);
- The definition of KPIs, as well as the monitoring and reporting on all quality indicators.
**More specifically the service requires to**:
- Set up and enforce the respect of organisation, procedures and project office tasks, raising warnings in case of non-respect of these;
- Enforce the quality of delivery on schedule;
- Structure the information in ways that are appropriate to the target audience;
- Report on the service status (SLA, actions, risks, issues, decisions, changes, etc.) within DG TAXUD and/or with Member States or other partners;
- Escalate issues, in particular the ones with potential impacts on time or resources;
- Produce and/or review deliverables of different types;
- Provide suggestions for service or methodology improvements;
- Participate in meetings with DG TAXUD, contractors, Member States and/or other partners.
The list of required skills and experiences to deliver the service requested by this PQTM includes but is not limited to (each of the points below is required unless specifically noted as an asset):
- A minimum of 11 years of experience in IT service management out of which a minimum of 3 years of recent specialised experience in IT service management of customs-related IT systems;
- Extensive experience with OSB and Oracle SOA projects;
- General networking skills;
- Expert knowledge of ITIL, CMMI, SLA, OLA, SMT;
- Extensive experience of large scale service support, service delivery and business continuity;
- Read and interpret BPM diagrams;
- Excellent reporting skills;
- Strong organisational and co-ordination skills;
- Ability to produce minutes, notes, service level agreements, terms of collaboration, planning schedules, etc. in English;
- Ability to give presentations in English;
- Experience working in teams using Agile or Scrum methodologies is an asset;
- Experience with Atlassian platform is an asset;
- Knowledge of TAXUD’s “TEMPO” methodology is an asset;
- Bachelor degree or higher in Computer Science or related field is an asset;
- Basic knowledge of the EU customs legislation (UCC) is an asset;
- Experience in Customs operations is an asset;
- Previous experience with project management is an asset;
- Interest and ability to learn other technologies and tools as needed.
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