Support and coordinate the activities of the maintenance and operational teams, ensuring clear roles, responsibilities and priorities. 

Plan, organise and monitor team activities, workloads and deliverables in line with service objectives and contractual commitments. 

Act as the main point of contact between the teams, DGT T.2 stakeholders and other involved parties (development, security, infrastructure, governance bodies). 

Facilitate regular team meetings, follow-up actions and continuous improvement initiatives.

Define, implement and maintain appropriate project management, service management and collaboration tools.

Establish and formalise operational and maintenance processes (incident handling, change management, release coordination, escalation paths), particularly following established service management practices

Promote best practices in software maintenance, operational support and service governance.

Define relevant Key Performance Indicators (KPIs) covering maintenance efficiency, operational quality, service availability, incident management and compliance. 

Set up data collection mechanisms and dashboards to monitor KPIs. 

Produce clear and concise monthly management reports summarising performance against KPIs, risks, issues, corrective actions and improvement plans. 

Present KPI results and recommendations to stakeholders and contribute to decision-making processes.

Contribute directly to the redaction, review and maintenance of technical documentation as well as governance and compliance reports.

Focus on documentation related to IT security, AI and data compliance, risk management and audit readiness. 

Coordinate with security officers, architects, technical experts and internal project managers to ensure consistency and completeness of documentation.

B2 level of English minimum. Any level of French is considered an asset.

Demonstrated experience managing IT maintenance and/or operational services.

Practical experience in defining and tracking KPIs for service delivery and operational performance.

Experience working in cloud-based environments (preferably Microsoft Azure).

Familiarity with IT service management frameworks (e.g. ITIL) is an asset. 

Experience contributing to or managing security and compliance documentation is an asset.

Proven experience in project management and team coordination in an IT environment. 

Experience managing maintenance and/or operational teams for complex software systems. 

Strong understanding of software development lifecycles, application maintenance, IT operations and IT Service management.

Experience with AI and data governance, risk and compliance best practices.

Ability to define processes, KPIs and reporting frameworks from scratch.

Experience with project management and collaboration tools (e.g. Jira, Confluence or equivalent).

Strong analytical skills and ability to translate operational data into meaningful management insights.

Experience producing structured reports for management and stakeholders.

Good understanding of security, compliance and governance principles in IT systems.

Excellent communication, facilitation and stakeholder management skills. 

Ability to work autonomously while coordinating multiple teams and priorities.

The following certificates & standards are considered assets for the performance of tasks:

Project Management certifications (e.g. PM2, PRINCE2, Agile/Scrum).

 ITIL v4 Foundation or equivalent service management certification. 

Microsoft Azure Fundamentals or equivalent cloud certification. 

Certifications related to information security, risk or compliance. 

Any other relevant certifications will be an asset.

English

ITIL

Microsoft Azure;

JIRA

Atlassian Confluence

Our client within the European Institutions is currently looking for a CRM Specialist to work on project management, team coordination, definition of relevant Key Performance Indicators (KPIs) covering maintenance efficiency, operational quality, service availability, incident management and compliance. 

Public

Customer Relationship Management Specialist

Daily rate: €330-€500

Location:

Luxembourg, Luxembourg

Apply before:

02/03/2026

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