Eu Institutions: Service Manager for Customs IT

Il y a 6 mois


Brussels, Belgique Etinars Temps plein

**WHO WE ARE**
- **Etinars** is a values-focused company with multi-year experience, specialised in the **recruitment of professionals** for niche markets - managing **the full-life cycle** of specialist and executive level hires.
- At Etinars, we genuinely care about **who you are and what you need**.
- We place great emphasis on fostering robust, enduring **connections** built upon **trust and transparency**.
- Our approach ensures a **swift journey**, leading you hand in hand towards **signing** your next career step.

**WHAT WE ARE LOOKING FOR**

**_EU Institutions: Service Manager for Customs IT Systems _**

**YOUR TASKS**
- Perform the required tasks for a portfolio of projects;
- The management of the deployment, testing, roll-out and operation of services in order to meet the business needs;
- 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 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:

- Act as a backup to other Service Managers.

**YOUR SKILLS AND EXPERIENCE**
- Monitor, reporting on operations and capacity consumption, as well as the liaison with all stakeholders;
- Plan and coordinate with other teams the delivery and configuration of environment and connectivity required to perform subsequent testing and roll-out to operations;
- Define of KPIs, as well as the monitoring and reporting on all quality indicators;
- Ensure maximum uptime, accurate and early incident response, appropriate configuration management, proactive maintenance and tuning with multiple sub-contractors and NAs;
- Management and coordination of activities related to incident, problem, change, configuration and release management.
- Ensure that deliveries are according to quality plans (FQPs) and to quality levels agreed.
- Report on the service status (SLA, actions, risks, issues, decisions, changes, etc.) within DG TAXUD and/or with Member States or other partners;
- Produce and/or review documents;
- Prepare and participate to meetings, workshops, brainstorms with DG TAXUD, other contractors, Member States and/or other partners for sizable groups;
- Ensure compliance with internal standards, raising warnings in case of non-respect of these;
- Accurate and timely support to MS questions and issues;
- 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 to insure proper understanding based on the target audience;
- Investigate and escalate issues, in particular the ones with potential impacts on time or resources;
- Provide suggestions for service or methodology improvements.

To deliver the service to the required standards, the consultant should have the following previous experience and skills:

- Experience in international/multicultural environment;
- Recent practical experience in Service Management / coordination of at least 11 years out of which 3 years specialised experience in Customs systems;
- Experience in large scale service support, service delivery and business continuity;
- Experience in distributed systems operations managements with multiple stakeholders involved;
- Experience and efficient with standard office tools such as Word, Excel, PowerPoint and Visio;
- Good overall knowledge on standard technologies;
- Understanding the needs, objectives and constraints of those in other disciplines (business and IT) and functions in relation with the service management activities;
- Good communication skills (adapt the information to the target audience);
- Good reporting skills (timely, accurate, consistent, synthetic);
- Strong organisational and coordination skills with many international stakeholders;
- Experience with service management tools; preferably with management tools and methodologies used by DG TAXUD;
- Experience in a public administration is an asset;
- Good knowledge of ITIL, CMMI, SLA, OLA and service management tools (such as HP SM);
- Ability to produce minutes, notes, service level agreements, terms of collaboration, planning schedules, etc.;
- Knowledge and experience in IT SOA and Java related architecture and technologies.

**EXTRA INFORMATION**
- Brussels, Belgium
- Fluent in English
- Both employee and freelance competitive contracts.
- International environment.

Please note that, due to the sensitive nature of the data involved, this position is currently available only to individuals who meet the following criteria:

- EU Citizens
- Non-EU Citiz



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