Service Manager L9 to L10 – Deadline 23/04/25

Job title:

Service Manager L9 to L10 – Deadline 23/04/25

Company:

AlmavivA

Job description

DESCRIPTION OF THE TASKS: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).Manage and follow up a (set of) project(s) in some or all its (their) life cycle phases (inception, elaboration, construction and transition); during the software development phase of the plan, to manage and follow up, evaluate and contribute with his/her proposals in some or all activities (architecture, specifications, development, tests – including tests with National Administrations or other partners, etc.);Manage the design and development IT design and Technical Specifications of Customs IT related projects with multiple stakeholders such as National Administrations involved, including preparation of National Administrations Conformance Testing Specifications;Manage the maintenance of the Customs trans-European IT systems as to support their operation according the business expectation;Manage the development, deployment into operations of Customs IT systems and its integration with central services and platforms, including coordination of National Administrations Conformance Testing;Manage roll-out of transition and/or migration of Customs trans-European distributed IT systems from the one operational phase to the subsequent one;Design, organisation and follow-up of National Administrations CT (Conformance Testing) campaigns and rollout;Act as a backup to other functions in the Central Project Team;Propose new initiatives and contribute to the IT system design and strategic planning work;The definition of KPIs, as well as the monitoring and reporting on all quality indicators.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 the Client 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. Coordinate with vendors and contractors to ensure service level agreements (SLAs) are met.Collaborate with development and operations teams to enhance service delivery and reliability.Interact with the business analysts, customer, users, project leaders and the developersFacilitate communication and cooperation with Policy teams, Member States, Economic Operators, and other EC services involved in the programs regarding service operations.Follow-up of one or more digitalisation projects, including planning, scoping and control of delivery by external contractors, under the supervision of the responsible official;Follow up projects in all their life cycle phases (inception, business analysis, elaboration, construction, and transition and maintenance);Manage and follow up related activities, in particular those of external contractors, and the interdependencies of the several contractors’ activities, to ensure end-to-end delivery of all activities in a timely manner, typically towards a stringent policy deadline imposed by legislation. To follow up development and conformance testing activities of external partners: Member States and/or Traders;Understand the business and technological aspects of the project, including the risks and the success 2 factors. Work with the help of business, process and data analysts, enterprise/solutions architects as needed.Coordinate the projects’ various stakeholders: business and IT teams, subcontractors’ teams, COTS providers, Member States’ representatives, etc.; Coordinate within the Client, with sub-contractors and with National Administrations environments configuration, application deployment; as well as incident, problem, change, configuration and release management;Plan, prepare, coordinate, and monitor TES IT applications testing activities for all phases (including connectivity) with multiple subcontractors and with National Administrations;Plan and coordinate the roll-out of TES IT applications to operation, new releases deployment to operations and application migration activities, including data migration;Plan and coordinate with other teams the delivery and configuration of environment and connectivity required to perform subsequent testing and roll-out to operations;Plan and coordinate integration activities with major platforms, other service applications providers and National Administrations application providers;Participate and contribute in meetingsPro-actively identify risks on delivery and propose and implement mitigation measures.Set up and enforce the respect of organisation, procedures and project office tasks, raising warnings in case of non-respect of these;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;LEVEL OF EDUCATIONBachelor or Master DegreeKNOWLEDGE AND SKILLS

• Knowledge of European Customs policies, processes and data

• Excellent knowledge of XML and XSLT

• Analysis and problem-solving skills

• Good redaction skills

• Ability to give business and technical presentations to multiple stakeholders

• Good knowledge of data modelling

• Good knowledge of business process modelling

• Ability to participate in technical meetings

• Excellent interpersonal and communication skills

• Ability to participate in multi-lingual meetings

• Ability to present and to animate collective intelligence sessions

• Ability to understand the technological aspects of the project, as well as the risks and the success 3 factors is required

• Ability to apply high quality standards

• Ability to cope with fast changing technologies used in application architecture and design

• Very good organisational and coordination skills with various international stakeholders

• Very good communication skills with technical and non-technical audiences

• Capability to produce meeting minutes, notes Capability to write clear and structured technical and business documents (i.e. business cases, vision documents, service level agreements, terms of collaboration, planning schedules) Optional certifications: o ITIL Foundation Certification o PM2 (Project Management, Agile, …) o PMI Project Management Professional (PMP) o Prince2 5.

SPECIFIC EXPERTISE Following specific expertise is mandatory for the performance of tasks:

• Minimum 7 years’ experience in IT, including recent 2 years’ experience in IT service or project management.

• Experience in organisations linked to Customs environment, using a recognised methodology or prior experience with customs and/or taxation applications is an asset.

• Experience of large scale digital distributed systems integration projects is an asset.

• Experience in service / project management and related tools.

• Experience of large scale service support, service delivery and business continuity.

• Good knowledge of IT technologies e.g. networking, software development, testing, databases

• Excellent knowledge of ITIL, CMMI, SLA, OLA, service management tools.

• Ability to apply high quality standards to all tasks.

• Experience in coordinating with multiple stakeholders and managing vendor relationships

• Good understanding of disaster recovery and business continuity practices.

• Proficient in monitoring and optimizing services.

• Strong understanding of DevOps practices and tools.

• Recent experience in managing the design and development IT design and Technical Specifications, of international distributed IT systems with multiple stakeholders is an asset.

• Recent extensive professional experience, minimum 5 years, with service management of large-scale IT integration projects comparable to projects involving multiple stakeholders, using a recognised methodology.

• Extensive experience in negotiating technical solutions e.g. coming to an agreement on divergent views on data structures.

• Extensive experience with conformance testing of complex systems against agreed standards.

• Recent extensive experience in consultation and coordination with business stakeholders for the assigned IT projects.

• Extensive experience in international/multicultural environment.

• Recent experience in preparing and roll-out of transition and/or migration of large-scale IT systems from the one operational phase to the subsequent one;

• Recent extensive experience in consulting and coordinating multiple sub-contractors for the assigned IT projects 4

• Experience in progress monitoring and reporting to all levels within the organisation and involved stakeholders

Expected salary

Location

Bruxelles

Job date

Fri, 11 Apr 2025 23:52:23 GMT

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