PEP-Service manager-18/04/25

A Service Manager provides advice, guidance, consultancy and assistance to the responsible official(s) in regard to: o The management of the development and implementation of services in order to meet the business needs. o Ensuring maximum uptime, accurate and early incident response, appropriate configuration management, proactive maintenance and tuning; o The monitoring and reporting on operations and on capacity consumption, and liaison with all (internal and external) stakeholders. o The management and coordination of the service desk activities, ensuring that incident, problem, 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 in case of non-respect of 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.

Produce and/or review documents.

Provide suggestions for service or methodology improvements. 51

Participate in meetings with DG TAXUD, contractors, Member States and/or other partners.

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:

Oversee the delivery and performance of cloud-based services.

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

Monitor and optimize the cloud service lifecycle, including deployment, maintenance, and support.

Define a Service Management and Operations plan for cloud solutions, including Disaster Recovery and Business Continuity.

Follow the definition and implementation of cloud solution components (both technical and functional) to ensure a robust operational and service management approach.

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 and contribute to their adequate management

Level:Senior

Delivery Mode: Near Site (Brussels)

EQF Level 6 in Information Technology, Computer Science, or a related field