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(Senior) IT Project and Service Manager

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EIB Posting

The 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 Manager 

This is a full-time position

The term of this contract will be 4 years 

The 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 environment

One 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.


The 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 SLAs
  • Developing 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 provider
  • Formulating business cases and project plans, including budget, scope, resources and timing in the relevant SDLC (systems development life cycle) documents – especially the Project Charters
  • Ensuring 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 respected
  • Proactively 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 responsibility
  • End-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 discrepancies
  • Acting as the primary contact for incident and problem management with multiple internal customers and external providers
  • Establishing a strong relationship with the customer divisions/units by understanding their ongoing and future requirements and expected outcomes
  • Acting as a back-up person for the Head of Unit in related business area
  • Preparing 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.


  • University degree in Computer Science, Information Systems, Business Administration or similar relevant field
  • ITIL Certification in Service Management is considered an advantage
  • Project Management Certification (Prince2 or PMP) is considered an advantage
  • At 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 services
  • Experience in working with multicultural and international teams, preferably working successfully with external service providers in a multisource environment
  • Experience in managing multicultural project teams

Key technical/professional knowledge and skills

  • Very 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 practices
  • Strong process management skills, with the ability to handle multiple contracts, projects and a wide range of tasks
  • Proven track record of project management success, both in results achieved and in use of methodologies
  • Good leadership skills, providing mentoring, coaching and direction to project team members
  • Strong communication, relationship management and reporting skills
  • Strong service delivery and demand management skills
  • Focus on customer satisfaction and high quality service delivery
  • Adherence to IT policies and processes to ensure consistent quality of service
  • Ability to drive process improvement to continuously improve service and reduce cost
  • Ability to relate IT service delivery goals to business goals
  • Ability to rapidly adapt and respond to changes in environment and priorities
  • Ability to elicit cooperation from management and staff in other divisions/units
  • Very good knowledge of and experience with Microsoft Office tools
  • Excellent knowledge of English and/or French (*), with a good knowledge of the other. (Knowledge of other EU languages would be an advantage)


  • Good relationship management and interpersonal skills.
  • Ability to operate at operational and tactical levels
  • Good organisational skills
  • Strong oral and written communication skills
  • Planning and analytical skills
  • Quality, Customer and Results focus (deliverables, deadlines and budget)
  • Stress tolerance, drive and persistence
  • Ability 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 languages

Deadline for applications: 18th July 2016

We 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 



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