IT Service Manager

At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for an IT Service Manager to join our UniQue team.

What will you be bringing to the team?

• Manage the development and implementation of services in order to meet the business needs;
• Ensure maximum uptime, accurate and early incident response, appropriate configuration management, proactive maintenance and tuning;
• Monitor and report on operations and on capacity consumption, and liaise with all (internal and external) stakeholders;
• Manage and coordinate 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);
• Define KPIs, as well as the monitor and report on all quality indicators
• Gather requirements from Business Users in the context of new project and evolution projects managing expectations and proposing solutions compatible with the project constraints, using workshops, mock-ups, and prototypes;
• Coordinate with the Project Managers and the Architect providing input about project risks and in the estimation of the effort and timing of the contractor’s activities;
• Produce technical annexes for the required analysis activities to be performed by the relevant external system supplier, and validate technical documents from suppliers or other sources from an IT technical viewpoint;
• Produce or maintain all required artefacts related to requirements analysis. This covers business requirements, IT functional and IT non-functional requirements;
• Produce or maintain all required artefacts related to functional and non-functional testing. This mainly implies the definition of the IT functional and non-functional tests to be performed;
• Produce or maintain required artefacts related to the training for a given IT system or application. This mainly implies the definition of functional scenarios to be covered during the training;
• Produce and/or review documents as well as organize documents related to the projects;
• Validate the required quality of a given IT analysis activity performed by another contract

Requirements

What do you need to succeed in this position?

• Bachelor degree or higher in Computer Science or related field is considered as advantageous;
• Minimum 10 years of experience in IT service management out of which a minimum of 3 years of recent specialized experience in IT service management of customs-related IT systems
• Extensive knowledge of XML, XSD, ITIL, SLA, OLA, SMT;
• Extensive experience of large scale service support, service delivery and business continuity;
• Read and interpret BPM diagrams;
• Ability to apply high quality standards to all tasks;
• Excellent reporting skills;
• Strong organizational and co-ordination skills;
• Ability to produce minutes, notes, summaries, etc. in English and to give presentations in English;
• Experience working in teams using Agile or Scrum methodologies is an asset;
• Experience with Atlassian platform is an asset;
• Knowledge of the Commission’s PM2 methodology is an asset;
• Basic knowledge of the EU customs legislation (UCC) is an asset;
Experience in Customs development and operations is an asset;

At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.