Service Manager - Deadline 17/04/26

The management of the development and implementation of services (Interface CCP-CBAM, Certificate management, related reporting and dashboards, and potentially other services) in order to meet the business needs, among all this includes release management, scope management

Requests-for-Change lifecycle management, service requests management in Jira/SMT and transition to operations plan. Candidate will follow up different life cycle phases: inception, elaboration, construction and transition; during the software development cycle of the plan, to manage and follow up some or all activities (architecture, specifications, development, tests – including tests with Member States or other stakeholders, implementation, deployment, etc.);

Ensuring that the delivered service reach maximum uptime as per defined SLA and, allows for accurate and early incident response, appropriate configuration management, proactive maintenance and tuning.

Enforce the quality of services delivery on schedule as per Project work Plan according to the agreed schedule

The definition of KPIs, as well as the monitoring deliver and reporting on all quality, testing & installation planning compliance by external contractors, under the supervision of the responsible statutory staff;

Manage and coordinate all activities related to entry into operation and service change.

Control the outcomes and introduce if needed preventive or corrective actions. Co-ordinate during the whole lifecycle all stakeholders to meet expectations.

Liaise with the business units to ensure that their expectations are met in regard of Service operations.

Comply with Corporate methodologies: TEMPO, ITIL, other digital best practices when applicable.

Report on project progress, operational service delivery and risk management.

Follow up related activities, in particular those of external contractors, and the interdependencies of the several contractors’ activities, to ensure end-to-end delivery of all activities in a timely manner, to assure the achievement of legal deadlines

Coordination of incidents and service requests between various stakeholders: Client’s business and IT teams, external contractors, Member States’ representatives, etc.;

Apply and enforce the team procedures and project office tasks, raising warnings in case of non-respect of these; Escalate issues, risk and in particular the ones with potential impacts on quality, time, resources or business stakeholders;

Engage with the Architecture team for any support on architecture and security matters

Supported by the Test Manager, follow up the testing cycles for the application (Factory Acceptance Testing, Site Acceptance Testing, and Conformance testing with MS)

Coordinate and engage with the operational and infrastructure contractor to ensure the correct and timely delivery of infrastructure, MW and tooling for making the different environment available. With the support of Test Manager follow up the testing cycles for the application (Factory Acceptance Testing, Site Acceptance Testing, and Conformance testing with MS)

Support definition of the reporting and delivery of required information in ways that are appropriate to the target audience; Report on the project status (tasks progress, plan, actions, risks, issues, decisions, changes, etc.)

Understand the technological aspects of the project, application design (Java, Oracle, containers, mTLS, Kubernetes, Camunda, KAFKA), implementation and testing (functional, UI, performance, stress, security), including the risks and the success factors. Work with the help of solution architects/IT analysts only on highly technical or specialised matters.

Produce and/or review documents and deliverables (use cases, technical and testing specification, logical data model, test results, UI specification, design documents) from contractors or other project stakeholders;

Participate in and contribute to meetings

Manage Conformance Tests and Conformance testing with Member States

Acting as 2nd 3rd level of support for incidents reported after a release goes-live and follow-up of root cause analysis activities (e.g. organise and facilitate debug sessions with external contractors).

KNOWLEDGE AND SKILLS:

Proven experience of service management and service delivery activities (e.g. service design/transition/operations).

Proven experience of service transition coordination (e.g. CI intake) and acting as 2nd or 3rd level of support for incidents.

Good knowledge of ITIL, CMMI, SLA, OLA, SMT, PMI, PM2.

Ability to apply high quality standards to all tasks.

Good understanding of key technologies and COTS used in the CBAM project (e.g. Kubernetes, Kafka, Camunda, MinIO, Springboot, Java, XML, etc.);

Ability to operate within a dynamic environment with diverse stakeholders and multiple dependencies;

Experience of performing and/or supporting root-cause-analysis and resolution of incidents or any usability issues reported by web application end-users;

Ability to give business and technical presentations to multiple stakeholders

SPECIFIC EXPERTISE:

Minimum 10 years’ experience in IT, including recent 7 years’ IT service management experience or Project Management .

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

Experience with Service Management tools (e.g. SM, JIRA)

Experience with service operations (e.g. incident management) and service transition (e.g. release and deployment management, change management, etc.).

Level: Senior

Delivery mode: Near Site (Brussels)

Deadline 17.04.26 at 09 am CET