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Job Title
Head of Client Services Unit
Job ID
LU - Luxembourg
Full/Part Time
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EIB Posting

The EIB, the European Union's bank is seeking to recruit for its Corporate Services (CS) – Information Technology (IT) – Transversal Services Department (TSD)- Information & Operations Division (IO) – Client Services Unit, at its headquarters in Luxembourg, a:


Head of Client Services Unit


This is a full-time position at grade 5/6


Panel interviews are anticipated for September


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.




Client Services unit has embarked on the journey of transforming our workplace in a state of the art digital one, enabling mobility and cooperation, allowing users to work anytime, anywhere, from any device. Join us in innovating what and how we deliver services to EIB and enable the organization to continue delivering, in these times of change, the worldwide impact it has always did. We expect you to always keep abreast of major progresses in your field and innovate at all times.

As the Head of Client Services Unit, you will be responsible for coordinating the activities of the Unit aiming at empowering the EIB users and enabling them to work anytime, anywhere from any device.  You will drive change and improvements within the Unit’s scope of activities and initiate projects within own domain.

Operating Network

You will report to the Head of Infrastructure & Operations Division and work in direct contact with the other Heads of Unit (of Infrastructure Solutions and Projects, Infrastructure Services, Processes) in the division.


  • Define and propose policies applicable to IT client services following market best practices to ensure that overall IT strategy and policies meet the organisation’s business objectives
  • Take ownership of client services improvement projects and act as a key driver to improve service delivery to IT and to the rest of the Bank
  • Evaluate, coordinate and lead strategic projects in own domain, in order to ensure a high quality of work. Manage project teams (external consultants) for the implementation of projects in own domain
  • Identify needs and requirements from the business and other IT units and propose updates to the client services roadmap to follow long term IT objectives
  • Manage and develop staff members in the Client Services Unit, in cooperation with the Head of Division, in order to achieve the strategic objectives and implement the work programme of the Directorate
  • Lead change management in the organisation, when required, during implementation of service and process changes that affect end users
  • Manage or participate in special initiatives that go beyond the strict boundaries of own domain and that have a specific scope and timing, in order to ensure the realisation of the initiative within the set scope, time and budget
  • Remain up to date with major technological progress and find opportunities for optimisation and improvement


  • University degree or equivalent in computer science or related disciplines
  • ITIL Certification would be an advantage
  • Project Management Certification - either Prince 2 or PMP/PMI would be considered an advantage
  • Minimum 5 years of cumulative relevant experience in managing IT client services including, but not limited to:
  • Service Desk 1st and 2nd line support
  • end user client support, engineering and software distribution
  • end user service asset management and stock
  • support for end user computing in offices worldwide
  • Including at least 3 years of successful experience in leading multi-functional teams
  • Management experience or demonstrable ability to manage a multicultural team
  • Experience designing and/or fixing end user engineering (computing) issues and providing first-class customer service
  • Good understanding of mainstream computer and server OS platforms
  • Good understanding of client server and web application architectures and knowledge of standard methodology from an IT end user computing point of view needed to support such applications
  • Deep understanding of IT end user computing and engineering, IT applications, architecture
  • Extensive technological expertise in IT, in particular within the IT end user computing and engineering landscape, but also within the software development life cycle
  • Understanding of procurement and service contracts in a public sector environment
  • Good knowledge of business process modelling tools would be an asset
  • Attention to detail in order to identify any early signs of potential huge impact issues for infrastructure and for its clients
  • Excellent verbal and written English and/or French language skills and a good command of the other


  • Achievement Drive: Continually keeps an eye on performance, focusing on improving it, showing drive and determination to meet short and long-term goals
  • Change Orientation: Adapts to differences and changes in the environment; takes a flexible approach to reach outcomes
  • Collaboration: Works cooperatively as part of a team; works collaboratively with peers across organisational boundaries based on a genuine interest in and understanding of others and their individual perspectives and concerns
  • Organisational Commitment: Willing to commit to an organisation whose mission is to support Europe and is open to diversity, and to align her/his own behaviour with the organisation’s needs and intrinsic values, acting  with integrity in ways that promote the organisation’s mission, policies and rules.
  • Developing Others: Builds the long-term capability of others by guiding and developing them to make the most of their competence and potential, based on an accurate understanding of their true strengths and development needs.
  • Strategic Thinking: Thinks about the long term organisation strategy and how to align to and implement it; comes up with useful new strategic insights.
  • Team Leadership: Builds a high performing team, ensuring it is focused, motivated and inspired to achieve organisational objectives, encouraging performance excellence and addressing underperformance when required.


(*) 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


We are an equal opportunity employer, who believes that diversity is good for our people and our business.  As such, we promote the inclusion of suitably qualified and experienced staff without regard to their gender, age, racial or ethnic origin, religion or beliefs, sexual orientation/identity, or disability (*).


Deadline for applications: 31st July 2018

(*).  We particularly welcome applications from women and persons with disabilities.

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