PEP - Service Manager L9 and L10 - 25013

NATURE OF THE TASKS

Following tasks will be performed by external service provider. The system concerned is ICS2 (CI070)

A Service Manager provides advice, guidance, consultancy and assistance to the responsible official(s) in regard to:

The 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.

The management and coordination of the service desk activities, ensuring that incident, problem, known errors and their existing workarounds, change, configuration and release management is delivered according to quality plans (FQPs) and to quality levels agreed in the Service Level Agreement (SLA).

The definition of KPIs, as well as the monitoring and reporting on all quality indicators.

Set up and enforce the respect of organisation, procedures and project office tasks, raising warnings 2 in case of non-compliance with these.

Enforce the quality of delivery on schedule.

Structure the information in ways that are appropriate to the target audience;

Report on the service status (SLA, actions, risks, issues, decisions, changes, etc.) within DG TAXUD and/or with Member States or other partners. Escalate issues, in particular the ones with potential impacts on time or resources.

Provide suggestions for service or methodology improvements.

Coordinate with vendors and contractors to ensure service level agreements (SLAs) are met.

Collaborate with development and operations teams to enhance service delivery and reliability.

Facilitate communication and cooperation with Policy teams, Member States, Economic Operators, and other EC services involved in the programs regarding service operations.

A specialisation in cloud-related service management may be required, entailing in addition in order to supervise the delivery and performance of cloud-based services.

Implement and manage IT service management (ITSM) processes in a DevOps environment.

Coordinate activities of different actors implementing capabilities alongside cloud and security providers.

For any operational element of the cloud solution, monitor the service and operations proactively coproduce, review or maintain technical annexes for the required analysis activities to be performed by the relevant external system supplier.

Interaction with the business analysts, national customs administrations, users, project leaders and the developers

Level: 9, 10

Delivery Mode: Near Site (Brussels)

As stated in the Article 2.5.3.1. of TAXUD PEP Service requirements, a minimum educational qualification is: Level of education corresponding to Level 6 of the European Qualification Framework which typically corresponds to a bachelor’s level or 3 years of higher education.