The European Union Agency for the Operational Management of Large-Scale IT Systems in the Area of Freedom, Security and Justice (eu-LISA) is an agency of the European Union (EU) is looking for an IT Service Delivery Coordinator . Apply now!

About this IT position

eu-LISA is the European Union Agency for the Operational Management of Large-Scale IT Systems in the Area of Freedom, Security and Justice, that has the responsibility to manage and support all the IT infrastructure, develop new applications and guarantee the IT security of the European Parliament and Council of Europe.

The IT challenge

As a IT Service Delivery Coordinator your responsibilities will be:
• Coordination of the day to day delivery of all live service elements in accordance with agreed SLAs and contractual requirements
• Contribution to incident management; co-ordination of direct and indirect reports to ensure issues are investigated and rectified as swiftly as possible, whilst maintaining quality and minimizing risk
• Building and maintaining strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to Service Level Agreements (SLAs)
• Responsibility for ensuring effective reporting is generated when required, including detailed incident reporting
• Ensuring quality is maintained throughout the service delivery process• Develop a good understanding of the Agency’s services operations and functional processes
• Gather and report detailed performance data against key indicators to generate actionable improvements to the quality of services offered
• Assist in support models and managing transition of projects and new services into the business as usual model
• Assist in coordinating Problem and Release management activities to ensure effective service management
• Assist in coordinating problem resolution, involving internal support groups, vendors, suppliers, customers and managing any roadblocks• Ensures quality of Known Error records and the Knowledge Database
• Coordinates with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfilment and involves Supplier Management when necessary
• Conducts Post Resolution Review of critical problems and supports in following up of their activities together with the Service Delivery Manager
• Ensures that Problem Management Key Performance Indicators (KPIs) are reported and their targets are met
• Takes escalations from Problem Coordinator and handles them accordingly
• Processing of the day to day change requests in accordance with agreed SLAs and contractual requirements
• Building and maintaining strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to Service Level Agreements (SLAs)
• Responsibility for ensuring effective reporting is generated when required• Ensuring quality is maintained throughout the service delivery process• Develop a good understanding of the Agency’s services operations and functional processes
• Gather and report detailed performance data against key indicators to generate actionable improvements to the quality of services offered
• Assist in support models and managing transition of projects and new services into the business as usual model
• Assist in coordinating Change management activities to ensure effective service management
• Assist in coordinating change approvals, involving internal support groups, vendors, suppliers, and customers
• Ensures that Change Management Key Performance Indicators (KPIs) are reported and their targets are met
• Takes escalations from Change Coordinator and handles them accordingly

Skills required

- Mandatory to have a EU27 nationality and no criminal record.
- Available to work on-site in Strasbourg if necessary even during COVID.
- ITIL/ITIL V3 Foundation Certification
- Minimum 4 years of relevant education (master or equivalent)
- Minimum 6 years of experience in enterprise level IT environments.
- Minimum 3 years of Change/Incident/Problem Management or Project Management experience.
- Ability to write/speak/understand English (Level C min.), French is an asset
- People-management skills coupled with strong communication skills
- Good planning skills that go along with proper time management.
- Problem-solving skills.
- Proven communication skills with multiple levels of an organization, including interaction with senior management
- Strong influencing and relationship management skills.
- Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
- Self-driven and resourceful to achieve goals independently as well as work well in groups.
- High level of IT literacy – MS Office (Word, Excel, PowerPoint).

Salary and Conditions

Location: Strasbourg, FR

Salary up to: 400€/not relevant

Worksite type: On-site and Remote

Contract type: Freelancer or Employee

Contract duration: +12 Months

Requires EU nationality: Yes

Job type: Outsourcing

Client: euLISA

Other points of the offer

Important note:
- The salary/daily rates presented are the maximum as a freelancer when meeting all criteria.
- French permanent employment contract is also one option, with salaries around 3000-3500€ (net value after all taxes), when meeting all criteria. Feel free to send us a message to know how much you could get precisely.
- You will be hired by an IT consulting company that has a contract with the eu-LISA, your services will be outsourced to the eu-LISA.

About us

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