Management and coordination of activities related to incident, problem, change, configuration and release management.

Monitor and report on operations and on capacity consumption, and liaise with all (internal and external) stakeholders;

Plan, prepare, coordinate and monitor Customs systems testing activities e.g. FAT, SAT, Conformance testing for all phases of testing with multiple subcontractors and with NAs;

Plan and coordinate roll-out of Customs applications to operations, new releases deployment to operations, application migration activities including data migration;

Plan and coordinate with other teams the delivery and configuration of environment and connectivity required to perform subsequent testing and Roll-out to operations activity;

Plan and coordinate integration activities with major platforms, other service applications providers and NAs application providers;

Define KPIs, as well as the monitoring and reporting on all quality indicators;

Ensuring maximum uptime, accurate and early incident response, appropriate configuration management, proactive maintenance and tuning coordinating with multiple sub-contractors and Business Users;

Insure that deliveries are delivered on time and according to the Framework Quality Plans (FQPs) and to quality levels agreed in the Service Level Agreement (SLA);

Report on the service status (SLA, actions, risks, issues, decisions, changes, etc.) within DG TAXUD and/or with Member States or other partners;

Preparation and participation to meetings, workshops, brainstorms with DG TAXUD, other contractors, Member States and/or other partners for sizable groups;

Ensure compliance with internal standards, raising warnings in case of non-respect of these;

Accurate and timely support to Business Users questions and issues;

Set up and enforce the respect of organisation, procedures and project office tasks, raising warnings in case of non-respect of these;

Structure the information in ways that are appropriate to the target audience;

Investigate, escalate issues, in particular the ones with potential impacts on time or resources;

Provide suggestions for service or methodology improvements;

Interaction with the business analysts, customer, users, project leaders and the developers

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

Experience in service management and related tools, applied in the management of IT systems having a centralized, decentralized and hybrid architecture.

Experience of large scale service support, service delivery and business continuity.

Good technical knowledge of TAXUD IT architecture.

Good knowledge of ITIL, CMMI, SLA, OLA, SMT, TMMi.

Ability to apply high quality standards to all tasks.

Experience in coordinating with multiple stakeholders and managing stakeholder relationships.

Good understanding of disaster recovery and business continuity practices.

Proficient in monitoring and optimizing services.

Experience with managing a portfolio of legacy, non-legacy and hybrid IT systems and services. Experience with migrating applications from legacy technology to modern standards 

Extensive experience of XML, data structure and modelling as well as UML and Data Modelling;

Extensive experience of drafting, validating and analysing business process models 

Experience troubleshooting applications running on SOA platforms

Experience dealing with business managers and users coming from very different backgrounds, in a multinational, multilingual, multicultural environments

Experience with the configuration management, release management, service support, service delivery, business continuity of large-scale IT systems

Extensive experience in planning, coordination, monitoring, deploying into operation the large-scale IT systems with multiple stakeholders;

Extensive experience with all the software development lifecycle phases and deliverables

Extensive experience with service management tools as well as standard office tools such as Word, Excel, PowerPoint and Visio;

Expert Technical knowledge and extensive experience with standard technologies like BPMN, XML, Java, Oracle, Linux, WebLogic, web-services, workflows, SOA and software development methodologies;

Knowledge of Function Points analysis (IFPUG);

Good communication skills (adapt the information to the target audience);

Good reporting skills (timely, accurate, consistent, synthetic)

Strong organisational and coordination skills;

Extensive experience with CMMI, drafting of SLA, OLA

Ability to give presentations, produce minutes, notes, service level agreements, terms of collaboration, planning schedules in English;

Experience with management of IT architectures and TOGAF;

Expert knowledge of Project Management and Software Development methodologies are a definite asset (PRINCE2, PM2, Agile@EC, SCRUM, …)

Experiences in IT service management for customs related IT systems are an asset.

Basic knowledge of EU customs legislation (UCC) is an asset;

Knowledge of the European Commission standard IT products and technologies, EU Customs, the applicable Customs legislation and Custom systems are assets.

Prior experience with customs and/or taxation applications is an asset

English

ITIL

BPMN

TOGAF

Our client within the European Institutions is currently looking for a Service Manager to work on the management and coordination of activities related to incident, problem, change, configuration and release management.

Public

Service Manager

€355

Location:

Brussels, Belgium

Apply before:

08/07/2025

Project summary

Languages needed

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Project description

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