The European Union Agency for the Operational Management of Large-Scale IT Systems in the Area of Freedom, Security and Justice (eu-LISA) is an agency of the European Union (EU) is looking for an IT Service Delivery Coordinator . Apply now!

The challenge

As a IT Service Delivery Coordinator your responsibilities will be:
• Coordination of the day to day delivery of all live service elements in accordance with agreed SLAs and contractual requirements
• Contribution to incident management; co-ordination of direct and indirect reports to ensure issues are investigated and rectified as swiftly as possible, whilst maintaining quality and minimizing risk
• Building and maintaining strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to Service Level Agreements (SLAs)
• Responsibility for ensuring effective reporting is generated when required, including detailed incident reporting
• Ensuring quality is maintained throughout the service delivery process• Develop a good understanding of the Agency’s services operations and functional processes
• Gather and report detailed performance data against key indicators to generate actionable improvements to the quality of services offered
• Assist in support models and managing transition of projects and new services into the business as usual model
• Assist in coordinating Problem and Release management activities to ensure effective service management
• Assist in coordinating problem resolution, involving internal support groups, vendors, suppliers, customers and managing any roadblocks• Ensures quality of Known Error records and the Knowledge Database
• Coordinates with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfilment and involves Supplier Management when necessary
• Conducts Post Resolution Review of critical problems and supports in following up of their activities together with the Service Delivery Manager
• Ensures that Problem Management Key Performance Indicators (KPIs) are reported and their targets are met
• Takes escalations from Problem Coordinator and handles them accordingly
• Processing of the day to day change requests in accordance with agreed SLAs and contractual requirements
• Building and maintaining strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to Service Level Agreements (SLAs)
• Responsibility for ensuring effective reporting is generated when required• Ensuring quality is maintained throughout the service delivery process• Develop a good understanding of the Agency’s services operations and functional processes
• Gather and report detailed performance data against key indicators to generate actionable improvements to the quality of services offered
• Assist in support models and managing transition of projects and new services into the business as usual model
• Assist in coordinating Change management activities to ensure effective service management
• Assist in coordinating change approvals, involving internal support groups, vendors, suppliers, and customers
• Ensures that Change Management Key Performance Indicators (KPIs) are reported and their targets are met
• Takes escalations from Change Coordinator and handles them accordingly

Skills required

- Mandatory to have a EU27 nationality and no criminal record.
- Available to work on-site in Strasbourg if necessary even during COVID.
- ITIL/ITIL V3 Foundation Certification
- Minimum 4 years of relevant education (master or equivalent)
- Minimum 6 years of experience in enterprise level IT environments.
- Minimum 3 years of Change/Incident/Problem Management or Project Management experience.
- Ability to write/speak/understand English (Level C min.), French is an asset
- People-management skills coupled with strong communication skills
- Good planning skills that go along with proper time management.
- Problem-solving skills.
- Proven communication skills with multiple levels of an organization, including interaction with senior management
- Strong influencing and relationship management skills.
- Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
- Self-driven and resourceful to achieve goals independently as well as work well in groups.
- High level of IT literacy – MS Office (Word, Excel, PowerPoint).

Salary and Conditions

Location: Strasbourg, FR

Salary up to: 400€/day

Worksite type: On-site and Remote

Contract type: Freelancer or Employee

Client: euLISA

Other points of the offer

Important note:
- The salary/daily rates presented are the maximum as a freelancer when meeting all criteria.
- French permanent employment contract is also one option, with salaries around 3000-3500€ (net value after all taxes), when meeting all criteria. Feel free to send us a message to know how much you could get precisely.
- You will be hired by an IT consulting company that has a contract with the eu-LISA, your services will be outsourced to the eu-LISA.

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