Support Manager (23795, L 4)

Serco is a partner of choice to the European Institutions and other International Organisations. For the past 30 years, we have been providing European and International Organisations a wide range of services including ICT services in support, infrastructure, operations and development as well as managing different contact centres for the key European Institutions, agencies and organisations, in Brussels and across Europe.

What connects the ever-growing Serco workforce is a passion for delivering great service –
To keep ahead, we have to evolve continually and enhance the way we deliver our services. Everyone in Serco has a role to play, here.

Serco provides the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

We are hiring a Support Manager for our prestigious partner DIGIT TM (DG Informatics) in Brussels. DIGIT-TM is a contract from the European Commission for IT services across Europe.

If you like to work in a multi-cultural and dynamic environment, this opportunity can answer to your expectation.

We look forward to meeting you! Discover the offer below and click on ‘Apply’ if you know that your skillset and talents are a suitable match for this opportunity.

At Serco, we do not only offer a career but also the opportunity to join a community where everyone’s wellbeing matters, by living out the Serco values in all we do!

REQUIRED EXPERTISE
1. Experience in service management and coordination of many support teams
2. Good understanding of new technologies, innovative technology trends and integration
platforms relevant in the development, deployment and operation of Information Systems
3. Experience in software development projects and service management, understanding
software engineering modern challenges: interoperability and security
4. Hands-on working experience in a DevOps delivery model and SLA management, strong
commitment to customer satisfaction and to continuous service improvement via regular
monitoring, reporting and acting on KPIs
5. Experience in identification of requirements, preparation of technical and functional specification, identification of acceptance criteria, elaboration of project plans
6. Strong commitment and experience with reuse of software assets
7. Very Good knowledge of Development lifecycle and agile methodology
8. Ability to work with a high degree of rigour and method
9. Ability to grasp new concepts and understand new and complex domains very fast
10. Rapid self-starting capability and experience in team working
11. Ability to apply high quality standards
12. Ability to participate in multi-lingual meetings, excellent communicator
13. Technical writing skills in English
14. Very Good knowledge of English (spoken, written).
15. Excellent collaboration, communication and inter-personal skills
16. Due to the particular nature of a large international organisation such as the European
Commission, candidates should also have the following non-technical skills:
– Ability to work in a multi-cultural environment, on large projects
– Ability to participate in multilingual meetings

SPECIFIC EXPERTISE
1. Specific expertise in implementing ITIL service management processes: Service Strategy,
Service Design, Service Transition, Service Operations and Continual Service Improvement
2. Expertise in designing, implementing and monitoring service KPIs and SLAs

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Important

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Applicants are reminded that they will be requested to produce such documentation during the recruitment process.

Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization.

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Why should you join Serco ?

At Serco not only is the nature of the work we do important, everyone has an important role to play.

Meaningful and vital work - You’ll contribute to methodologically intercepting challenges whilst achievements will also be recognised and celebrated.

A world of opportunity - You’ll be wholeheartedly supported with development and career progression

Great people - You’ll become an integral member of a well-defined and supportive team who believe passionately in the value of our work.

What we offer

• Chance to contribute to innovation in the public services sector
• A company passionate about diversity and inclusion
• Permanent employment with comprehensive Serco Benefits package.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play when managing complex public services.

We are a team of 60,000 people responsible for delivering essential public services around the world, we are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply

Please click on the apply button to be taken to our careers website

Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Excellent Salary

Corporate Benefits Package

Relocation Assistance (if applicable)

And the chance to make a positive difference in a company passionate about diversity and inclusion.

Further information available from the Serco Europe Recruitment Team