Project manager (23132, min 13 years experience)

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 Project 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!

DESCRIPTION OF TASKS
The expert will be the Service Desk manager for the coordination, monitoring and follow up of the GPSS team. Together with managing the service desk, the candidate will be the bridge between the team and the Product and Portfolio Managements team of DIGIT.B1. In particular, the expert will assist on the following:
The selected candidate will have as main responsibility:
 Ensure that the service delivery is conform to the contractual engagement and act as the EC Service Manager
 Ensure a close collaboration with the contractor’s Service Delivery Manager
 Ensure the day-to-day follow-up and management of this service-mode contract (including
revising and sign-off of their reporting),
 Perform quality control on the work performed by the contracted service team
 Act as a 2nd escalation channel (after the contractor service team leader)
 Make sure that the contractor receives information on updates and releases.
 Stimulate continuous improvement in terms of quality, homogeneity, knowledge and speed of operating.
 Stimulate and follow-up Service Management implementation and evolution within the GPSS team and integration of the practices with the end-to-end Service Management practices of the Unit by collaborating with the Portfolio management team (Holostic Methodology approach).
 Make sure that the sector/unit management is well informed about the status of the contractual execution and about the content of the service desk interactions with the users
 Contribute in offering the best possible service to eProcurement and eGrants users
 Demonstrate good judgement to address priorities, meet deadlines and ensure good quality of work. He/she should be able to report on the activities and involve management in the
escalations where needed.

The Service Desk manager interacts closely with the Head of Sector and the sector colleagues working in the Training/Documentation and Operations team and with the sector’s process manager.
The collaboration with the Product teams in the other sectors and the development & maintenance teams in DIGIT.B.4, RTD, JRC (who act as a 3rd level support) assures that the necessary information flows for the contractor.
The service reporting reaches the actors of the Corporate Governance (GPSB – Grants and Procurement Steering Board) and therefore this job entails visibility within the IT community of the Commission and throughout the various programmes’ stakeholders (JRC, RTD, GROW, INTPA, …)

SKILLS

 Experience in Service Management or Contract management (of managed services) and
understand the principles of project management.
 Ability to apply ITIL Service Management practices according to the project needs. ITIL
certification is an asset.
 Ability to supervise the service delivery and deliver the day-to-day operation management of
EUSS service components, executed by the GPSS team
 Knowledge of service management tools (JIRA, Confluence, SMT)
 Manage and follow up the implementation and delivery of contractual operational KPIs
 Experience in working on large projects and coping with tight deadlines
 Capability of working in an international/multicultural environment
 Capability to work, draft, and chair or participate to meetings in English
 High degree of proactivity and ability to prioritize own work effectively combined with a
pragmatic, positive and problem-solving attitude
 Highly motivated, well organized, proactive and dynamic professional with an eye for detail
 Must be service minded and customer-focused and be a fluent communicator oral and written
EDUCATION AND EXPERIENCE
 Minimum 13 years of working experience in IT projects as team coordinator

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Important

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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

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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