Service Manager - Hybrid

Company Description

ACT Digital Group is a multinational digital transformation consultancy known for its expertise in accelerating the digital transformation of global leaders in various industries. They operate globally with offices in multiple countries, including Brazil, the United States, Canada, France, Portugal, and Serbia.

Job Description

WORKING METHODS, ENVIRONMENT AND CONDITIONS
Project duration: Long-term
Expected start date: ASAP 
Service delivery mode: Near-Site (living up to 2hr from Brussels, by land)

SPECIFIC EXPERTISE

Following specific expertise is mandatory for the performance of tasks:

• A minimum of 5 years of experience in managing large-scale IT services and development projects.
• Proven experience leading complex IT systems and/or data exchange systems in both service management and project contexts.
• Proficiency in using service and project management tools such as JIRA, Microsoft Project, or equivalent tools.
• Strong expertise in managing changes and transitions during and after the delivery of services and projects.
• Solid understanding of software architecture, databases, cloud technologies, and cybersecurity principles, relevant to both service operations and project development.

KNOWLEDGE AND SKILLS

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

• Proficiency in data exchange systems and integration tools, applicable to both service management and development projects.
• Strong understanding of IT system operations, maintenance, and management related to data exchange services and processes.
• Knowledge of business process modelling and optimisation techniques, particularly in the context of data exchange and service efficiency.
• Experience in managing IT services and projects, including planning, execution, and monitoring, with a focus on data exchange systems.
• Familiarity with service and project management methodologies such as ITIL, Agile, or PRINCE2.
• Excellent verbal and written communication skills for effective interaction with diverse stakeholders across services and projects.
• Ability to organize, coordinate, and conduct workshops, training sessions, and presentations effectively for both services and project topics.
• Skill in building and maintaining strong relationships with internal and external stakeholders, including Member States, to ensure effective service and project collaboration.
• Ability to coordinate and collaborate with various teams across Member States to ensure alignment, interoperability, and service excellence.
• Strong analytical skills to assess both system and service performance and troubleshoot issues related to data exchange services and projects.
• Ability to identify opportunities for improvement and innovation within data exchange services and development projects.
• Understanding of EU regulations and compliance requirements related to data exchange and protection, apaplicable to both services and projects.
• Ability to ensure that both service management and project deliverables adhere to relevant legal standards regarding data exchange.
• Proficiency in conducting risk assessments and developing mitigation strategies for both data exchange services and projects.
• Commitment to continuous learning and improvement in both service and project management, particularly in data exchange technologies.
• Innovative thinking to enhance both service reliability and project delivery, optimizing data exchange processes.
• Strong coordination skills to guide teams and manage resources effectively, focusing on both service performance and project development.
• Experience dealing with cross-functional teams and fostering a collaborative environment for innovation and efficiency in service and project domains.
• Due to the nature of a large international organisation such as the European Commission, candidates should also have the following additional non-technical skills:
• Capability of integration in an international/multicultural environment, rapid self-starting capability and experience in working as part of a team.
• Ability to participate in multilingual meetings.
• Ability to work in multicultural environment, on multiple large projects.
• Excellent team player.
• High degree of discretion and integrity is required as the applications managed and maintained in DG TAXUD contain personal and confidential data. 

NATURE OF THE TASKS

• The Service Manager provides advice, guidance, consultancy, and assistance to the responsible official(s) regarding:
  • The management of both service operations and development project implementation to effectively meet business needs.
  • Ensuring maximum service uptime, accurate and prompt incident response, and proactive maintenance and tuning of both service deliverables and project outcomes.
  • Monitoring and reporting on both service and project operations, capacity consumption, and maintaining communication with all (internal and external) stakeholders.
  • Coordinating service desk activities related to both services and projects, ensuring incident, problem, change, configuration, and release management are delivered according to quality plans (FQPs) and quality levels agreed in the Service Level Agreement (SLA).
• Defining KPIs, and monitoring and reporting on all quality indicators for both services and projects.
• Establishing and enforcing compliance with procedures and service management tasks, raising warnings in case of non-compliance.
• Ensuring quality delivery on schedule for both services and development projects.
• Structuring information in ways that are appropriate for the target audience.
• Reporting on the status of services and projects (SLA, actions, risks, issues, decisions, changes, etc.) within DG TAXUD and/or with Member States or other partners.
• Escalating issues, particularly those with potential impacts on time or resources, for both service management and project delivery.
• Producing and/or reviewing documents related to both services and projects.
• Providing suggestions for improvements in service management or project methodologies.
• Participating in meetings with DG TAXUD, contractors, Member States, and/or other partners regarding both services and project developments.
• Coordinating with vendors and contractors to ensure service level agreements (SLAs) are consistently met for both service operations and project development.
• Collaborating with development and operations teams to enhance service reliability and project delivery efficiency.
• Facilitating communication and cooperation with Policy teams, Member States, Economic Operators, and other EC services involved in the programs regarding service and project operations.
• Acting as a liaison to align IT system functionalities with the objectives of TAXUD business units and collaborate on harmonizing business models.
• Coordinating and engaging with Member States through ITTI and ECCG forums to foster integrated IT solutions, share best practices, and support regulatory compliance in both service and project domains.

Qualifications

LEVEL OF EDUCATION

• Minimum Bachelor degree (EQF Level 6) in Information Technology, Computer Science, or a related field.
• Certifications in ITIL, PRINCE2, or Agile are an asset.