afotakel Posted January 22, 2016 Report Share Posted January 22, 2016 Job ID:102394 Entity:European Investment Bank Deadline:Friday 12th February 2016 EIB PostingThe EIB, the European Union’s bank, is seeking to recruit for its Corporate Services Directorate (CS) – Information Technology Department (IT), at its headquarters in Luxembourg:(Senior) IT Project and Service ManagerThis is a full-time positionThe term of this contract will be 4 yearsThe EIB offers fixed-term contracts of up to a maximum of 6 years, according to business needs,with a possibility to convert to a permanent contract, subject to organisational requirements and individual performance.Purpose - Operating network and specific post environmentOne IT Service Manager position is available, in the following business area:End User Services Unit within the Operations and Client Services Division:The successful candidate will be responsible for managing the service delivery of outsourced IT Services in the End User Services (Service Desk, End User Computing) domain provided by external suppliers and governed through Statements of Work (SOWs) and Service Level Agreements (SLAs). S/he will manage an average of 2 to 3 vendors, which cover services for an approximate budget of 4 Million Euros per year.S/he will drive the definition, implementation and delivery of IT projects related to End User Services, build and maintain an IT Service Management knowledge base and best practices repository and define the IT Service Management strategy for End User Services.The candidate will work under the direct supervision of the Head of Unit responsible for their business area, in close contact with the other IT units, will mentor less experienced IT Service Managers and manage third-party project teams.AccountabilitiesThe IT Service Manager will be responsible for:Defining the policies for Infrastructure or End User IT services with regards to the short, medium and long term, in order to ensure that overall IT strategy and policies meet the business strategy of the organisation and internal/external IT trends and developments;Defining, planning, delivering and managing IT services provided by external service providers, this may include:Designing and implementing a framework and the necessary processes to formalize service requirements into SOWs and their corresponding SLAsDeveloping and Implementing a consistent process for incident and problem management as well as for demand management of new requirements in line with the customer’s needs and according to the governance framework agreed with the service providerFormulating business cases and project plans, including budget, scope, resources and timing in the relevant SDLC (systems development life cycle) documents – especially the Project ChartersEnsuring that projects are managed and solutions are designed and implemented in line with internal standards and procedures and that best practice, security recommendations and industry standards are respectedProactively managing the day-to-day communication between all team members of the project and external actors, and act decisively to resolve risks and issues and ensure smooth running of the project;Improving and maintaining motivation of staff and carrying out team building for the internal staff under his/her mentorship as well as for the project teams assigned to projects under his /her responsibilityEnd-to-end responsibility for executing key processes in IT service management, this may include:Monitoring, following-up, reporting, analysing and escalating on service delivery results against SOWs and SLAs focusing on managing and resolving discrepanciesActing as the primary contact for incident and problem management with multiple internal customers and external providersEstablishing a strong relationship with the customer divisions/units by understanding their ongoing and future requirements and expected outcomesActing as a back-up person for the Head of Unit in related business areaPreparing and launching call for tenders related to Infrastructure or End User IT services (e.g. MAN and WAN connections) and managing contracts with external suppliers of services according to purchasing procedures.QualificationsUniversity degree in Computer Science, Information Systems, Business Administration or similar relevant fieldITIL Certification in Service Management is considered an advantageProject Management Certification (Prince2 or PMP) is considered an advantageAt least 8 years of relevant professional experience in delivery of:either IT End User Services, including Help Desk and IMAC; Windows system such as Active Directory, Exchange, File services, Forefront Identity Manager (FIM), System Center Suite; and desktop management comprising MDT, Endpoint protection, Virtual Workplace (HyperV) Windows 7 or 10, MS Office (2010 or 2013 or 2016)or IT Infrastructure services, preferably including Cloud, IaaS and/or utility type of services.At least 5 years of relevant professional experience in managing projects related either to Infrastructure or End User IT servicesExperience in working with multicultural and international teams, preferably working successfully with external service providers in a multisource environmentExperience in managing multicultural project teamsKey technical/professional knowledge and skillsVery good understanding of trends and developments within the IT service delivery and sourcing market as well as of both traditional and innovative service delivery models (SaaS, IaaS, Cloud, etc.)In-depth knowledge of IT service delivery processes and best practices (ITIL)In-depth knowledge of Project Management methodologies and best practicesStrong process management skills, with the ability to handle multiple contracts, projects and a wide range of tasksProven track record of project management success, both in results achieved and in use of methodologiesGood leadership skills, providing mentoring, coaching and direction to project team membersStrong communication, relationship management and reporting skillsStrong service delivery and demand management skillsFocus on customer satisfaction and high quality service deliveryAdherence to IT policies and processes to ensure consistent quality of serviceAbility to drive process improvement to continuously improve service and reduce costAbility to relate IT service delivery goals to business goalsAbility to rapidly adapt and respond to changes in environment and prioritiesAbility to elicit cooperation from management and staff in other divisions/unitsVery good knowledge of and experience with Microsoft Office toolsExcellent knowledge of English and/or French (*), with a good knowledge of the other. (Knowledge of other EU languages would be an advantage)CompetenciesGood relationship management and interpersonal skills.Ability to operate at operational and tactical levelsGood organisational skillsStrong oral and written communication skillsPlanning and analytical skillsQuality, Customer and Results focus (deliverables, deadlines and budget)Stress tolerance, drive and persistenceAbility to motivate others and foster teamwork(*) There may be certain flexibility on this requirement, but limited to particularly suitable candidates who may not yet be proficient in French. If selected, such candidates will be hired on the condition that they build up rapidly knowledge of French and accept that their future career in the EIB may be subject to the attainment of sufficient proficiency in both of the Bank's working languagesDeadline for applications: 12th February 2016We believe that Diversity is good for our people and our business. We promote and value diversity and inclusion among our staff and candidates; irrespective of their gender, age, nationality, race, culture, education and experience, religious beliefs, sexual orientation or disability https://erecruitment.eib.org/psp/hr/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?FOCUS=Applicant&Page=HRS_APP_JBPST&SiteId=1&JobOpeningId=102394&PostingSeq=3 Quote Link to comment Share on other sites More sharing options...
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