IT Service Manager
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Location:
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Salary:negotiable
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Job type:Full-time
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Posted:2 weeks ago
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Category:Information and Communication Technology, Management and Strategy
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Deadline:08/04/2023
JOB DESCRIPTION
Vacancy in the Directorate of Internal Services.
ESA is an equal opportunity employer, committed to achieving diversity within the workforce and creating an inclusive working environment. We therefore welcome applications from all qualified candidates irrespective of gender, sexual orientation, ethnicity, beliefs, age, disability or other characteristics. Applications from women are encouraged.
This post is classified A2–A4 on the Coordinated Organisations’ salary scale.
Location
ESTEC, Noordwijk, Netherlands
Description
IT Service Manager in the Information Systems Services Section, Infrastructure and Application Services Division, Information Technology Department, Directorate of Internal Services.
Duties
The IT Service Manager is in charge of ensuring the end-to-end execution of processes and tasks relevant to the provision of IT infrastructure and information systems covering the domains of the IT workplace, communications, security, mobility and corporate applications services.
If selected for this position, your tasks will include:
- ensuring that the Service operates in compliance with performance service level agreements (SLAs) and that the agreed service level is delivered by monitoring, analysing and ensuring service provider compliance with the SLAs and specific contractual clauses while managing solution operations;
- ensuring ongoing improvement, handling service-related exceptions and escalations;
- managing the definition of SLAs, operational level agreements (OLAs) and key performance indicators (KPIs) by defining service requirements and negotiating SLAs/OLAs;
- defining, implementing and managing IT service projects from conception to final delivery, including the planning of maintenance and user support;
- achieving optimal results; conforming to standards for quality, safety and sustainability; complying with defined scope, performance, costs and schedule; organising, coordinating and leading project resources (including outsourced resources); supervising project progress; circulating and distributing information from the project owner/customer; ensuring specification-compliance; and updating the project to adapt to changing circumstances;
- taking mitigation action on non-fulfilment of agreements, managing risk and reporting to the appropriate governance boards;
- reporting as an activity manager when entrusted with such responsibility, supporting the Account Manager in the negotiation of agreements with the various business units, contributing to building relationships with customers to facilitate the delivery of IT services and identifying opportunities to add business value.
For contracts entrusted to you as a Technical Officer, you will ensure that contracted providers adhere to all terms and conditions, monitor and ensure performance of contractual clauses (including in respect of penalties, incentives, options, etc.), and renegotiate changes to the scope, service level and pricing, in line with Department strategy and in conjunction with the ESA Contracts Office.
Technical competencies
Behavioural competencies
Result Orientation
Operational Efficiency
Fostering Cooperation
Relationship Management
Continuous Improvement
Forward Thinking
Education
A master’s degree in a relevant IT discipline is required for this post.
Additional requirements
ITIL certification in Service Management would be an asset.
Understanding of ESA mission development practices/lifecycle – and data exchange with space industrial partners.
Other information
For behavioural competencies expected from ESA staff in general, please refer to the ESA Competency Framework.
For further information please visit: Professionals, What we offer and FAQ
The working languages of the Agency are English and French. A good knowledge of one of these is required. Knowledge of another Member State language would be an asset.
The Agency may require applicants to undergo selection tests.
At the Agency we value diversity and we welcome people with disabilities. Whenever possible, we seek to accommodate individuals with disabilities by providing the necessary support at the workplace. The Human Resources Department can also provide assistance during the recruitment process. If you would like to discuss this further please contact us email contact.human.resources@esa.int.
Please note that applications are only considered from nationals of one of the following States: Austria, Belgium, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, the Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden, Switzerland, the United Kingdom and Canada, Latvia, Lithuania, Slovakia and Slovenia.
According to the ESA Convention, the recruitment of staff must take into account an adequate distribution of posts among nationals of the ESA Member States*. When short-listing for an interview, priority will first be given to internal candidates and secondly to external candidates from under-represented or balanced Member States*.
In accordance with the European Space Agency’s security procedures and as part of the selection process, successful candidates will be required to undergo basic screening before appointment conducted by an external background screening service.
Recruitment will normally be at the first grade in the band (A2); however, if the candidate selected has little or no experience, the position may be filled at A1 level.
*Member States, Associate Members or Cooperating States.
