Eu - Service Manager - Brussels
il y a 18 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 Framework 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 documents;
- Provide suggestions for service or methodology improvements;
- Participate in meetings with DG TAXUD, contractors, Member States and/or other partners;
- On occasion, manage small-scale projects, including planning, quality management, risk assessment and mitigation;
- The consultant should be ready to contribute also to common horizontal activities, supporting both Taxation and Customs areas.
- The consultant delivering the service should have specialised experience in the Taxation and / or Excise area.
- The consultant will be provided with a laptop by the European Commission, to be returned when the delivery of services will end.
**Education and Experience**
- Level of education: Master's degree
- Years of experience: at least 4 years of experience
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