Service Manager - Deadline 20/06/25

Following tasks will be performed by external service provider:

• Management of the development and implementation of services in order to meet the business needs;
• Ensuring maximum uptime, accurate and early incident response, appropriate configuration management, proactive maintenance and tuning;
• The monitoring and reporting on operations and on capacity consumption, and liaison with all (internal and external) stakeholders;
• Escalate issues, in particular the ones with potential impacts on time or resources;
• Collaborate with development and operations teams to enhance service delivery and reliability;
• Management of one or more digitalisation projects, including planning, scoping and control of delivery by external contractors, under the supervision of the responsible official;
• Manage and follow up a (set of) project(s) in some or all its (their) life cycle phases (inception, elaboration, construction and transition); during the software development phase of the plan, to manage and follow up some or all activities (architecture, specifications, development, tests – including tests with Member States or other partners, etc.);
• Manage and 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, typically towards a stringent policy deadline imposed by legislation;
• To follow up development and conformance testing activities of external partners: Member States and/or Traders;
• Set up and enforce the respect of organisation, procedures and project office tasks, raising warnings in case of non-respect of these;
• Manage and coordinate with all stakeholders to address the issues reported by various project teams;
• Enforce the delivery of the project(s) according to the agreed schedule, with the expected quality and with the resources provided;

• Contribute to technical design and/or validate technical design as proposed by the external contractor; • Understand the business and technological aspects of the project, including the risks and the success factors. Work with the help of business, process and data analysts, enterprise/solutions architects as needed;

• Pro-actively identify risks on project delivery and propose and implement mitigation measures;
• Escalate issues, in particular the ones with potential impacts on time or resources;
• Produce and/or review documents;
• Provide suggestions for service or methodology improvements;
• Support all testing activities and optimization of workflows;
• Participate in the design of solutions and security implementation in the context of DevSecOps;
• Structure the information in ways that are appropriate to the target audience;
• Participate and contribute in meetings with DG TAXUD, contractors, Member States and/or other partners.

Following skills and knowledge are required for the performance of the above listed tasks:

• Experience with Agile Software Development methodologies;
• Extensive experience with DevSecOps process, methodologies and tools: Bamboo, Jenkins, SonarCube including establishing policies, rules, pipelines;
• Extensive experience with Application Lifecycle Management (ALM) tools like Confluence, JIRA, Bitbucket etc.;
• Experience with Software Development (Java & Oracle) coding tools e.g. IDE, build and deployment tools e.g. Nexus;
• Recent project and service management experience, preferably in the area of IT;
• Experience in working with multiple stakeholders;
• Experience with Project and Service Management tools;
• Extensive experience of large scale systems integration projects, preferably within IT and customs environment;
• Technical knowledge of the European Commission standard IT products and technologies;
• Experience in project coordination procedures, preferably involving a recognised methodology;
• Ability to present and to animate discussions, rapid self-starting capability and ability to work autonomously;
• Strong organisational and co-ordination skills;
• Ability to produce minutes, notes, business cases, vision documents, service level agreements, terms of collaboration, planning schedules, etc.;
• Very good communication skills with technical and non-technical audiences;
• Analysis and problem solving skills;
• Capability to write clear and structured technical documents;
• Ability to cope with fast changing technologies used in application architecture and design;
• Excellent interpersonal and communication skills;
• Good redaction skills;
• Ability to give technical presentations;
• Ability to apply high quality standards.

Following specific expertise is mandatory for the performance of tasks:

• Minimum 20 years’ experience in IT, including recent 5 years’ IT project management experience;
• Extensive experience of large scale digital distributed systems integration projects is an asset;
• Prior experience with customs and/or taxation applications is an asset;
• Strong understanding of DevOps practices and tools;
• Good technical knowledge of IT architecture;
• Experience with Project Management tools;
• Technical knowledge of the European Commission standard IT products and technologies.

Levels: 9 and 10

Deadline 20/06/25

Delivery mode : Near Site (Brussels)