PURPOSE: One IT Service Manager position is available, in the following business area: End User Services Unit within the Operations and Client Services Division: The successful candidate will be responsible for managing the service delivery of outsourced IT Services in the End User Services (Service Desk, End User Computing) domain provided by external suppliers and governed through Statements of Work (SOWs) and Service Level Agreements (SLAs). S/he will manage an average of 2 to 3 vendors, which cover services for an approximate budget of 4 Million Euros per year. S/he will drive the definition, implementation and delivery of IT projects related to End User Services, build and maintain an IT Service Management knowledge base and best practices repository and define the IT Service Management strategy for End User Services. The candidate will work under the direct supervision of the Head of Unit responsible for their business area, in close contact with the other IT units, will mentor less experienced IT Service Managers and manage third-party project teams. ACCOUNTABILITIES: The IT Service Manager will be responsible for: • Defining the policies for Infrastructure or End User IT services with regards to the short, medium and long term, in order to ensure that overall IT strategy and policies meet the business strategy of the organisation and internal/external IT trends and developments; • Defining, planning, delivering and managing IT services provided by external service providers, this may include: • Designing and implementing a framework and the necessary processes to formalize service requirements into SOWs and their corresponding SLAs • Developing and Implementing a consistent process for incident and problem management as well as for demand management of new requirements in line with the customer’s needs and according to the governance framework agreed with the service provider • Formulating business cases and project plans, including budget, scope, resources and timing in the relevant SDLC (systems development life cycle) documents – especially the Project Charters • Ensuring that projects are managed and solutions are designed and implemented in line with internal standards and procedures and that best practice, security recommendations and industry standards are respected • Proactively managing the day-to-day communication between all team members of the project and external actors, and act decisively to resolve risks and issues and ensure smooth running of the project; • Improving and maintaining motivation of staff and carrying out team building for the internal staff under his/her mentorship as well as for the project teams assigned to projects under his /her responsibility • End-to-end responsibility for executing key processes in IT service management, this may include: - Monitoring, following-up, reporting, analysing and escalating on service delivery results against SOWs and SLAs focusing on managing and resolving discrepancies. - Acting as the primary contact for incident and problem management with multiple internal customers and external providers. - Establishing a strong relationship with the customer divisions/units by understanding their ongoing and future requirements and expected outcomes. - Acting as a back-up person for the Head of Unit in related business area. - Preparing and launching call for tenders related to Infrastructure or End User IT services (e.g. MAN and WAN connections) and managing contracts with external suppliers of services according to purchasing procedures.