Vacancy in the Directorate of Internal Services.
ESA is an equal opportunity employer, committed to achieving diversity within the workforce and creating an inclusive working environment. We therefore welcome applications from all qualified candidates irrespective of gender, sexual orientation, ethnicity, beliefs, age, disability or other characteristics. Applications from women are encouraged.
This post is classified A2-A4 on the Coordinated Organisationsโ salary scale.
Location
ESRIN, Frascati, Italy
Description
As IT Service Manager, you will report to the Head of the End-User Service Operation Section, in the End-User Division of the ESA Information Technology Department, Directorate of Internal Services, and be responsible for the supervision and coordination of centralised operation activities, integrating services by multiple suppliers and vendors into a single coherent end-to-end IT service dedicated to establishing and maintaining workplace capabilities and related back-end infrastructure and end-user services.
Duties
Your tasks and responsibilities will include:
โข coordinating and supervising the day-to-day service delivery and support provided by service providers and vendors in a multi-operating system (Windows, MacOS, iOS and Android) and related back-end (MS Office 365, Azure, Cisco) environment;
โข assisting in the management of documents, administration, policies, user learning materials and a user guide library, validating technical and service deliverables, at various stages of the activities and with reference to any end-user service and technical operational aspects;
โข providing central esait unified user support services for workplace capabilities:
- liaising with the customer and end-user community, translating needs into requirements and solutions specifications to be implemented by service providers;
- establishing and improving workplace capabilities management and improving user experience;
- contributing to the management of a service catalogue for workplace capabilities-related aspects and services;
- executing a systematic approach for continuous improvement of the services, including the critical review of the service processes and requirements, increasing the overall quality and efficiency of the end-user service;
- ensuring compliance of the contracted providers with all terms and conditions and Service Level Agreements (SLAs);
- coordinating and supervising all esait service providers for end-user operational communication-related aspects with respect to specific managed workplace services;
- optimising and rationalising the use of existing workplace capabilities, back-end Infrastructure and tools;
- designing, enhancing and implementing workplace solutions, organising and managing transfer to operation and related adoptions, performing testing and validation of changes and new solutions, and supporting the integration of new products into existing multi-platform workplace environments.
โข acting as the point of escalation for the coordinated end-user support-related service and adoption for the specific workplace services and tools for which you will be responsible for;
โข contributing to the strategic planning process, investment plans and annual work planning processes and to the related budget preparation and revision exercises;
โข providing regular progress reports and status of activities.
Technical competencies Extensive experience of IT workplace tools and back-end infrastructureIT service and operations managementKnowledge of ESA end-user corporate services and information systemsProject and technical managementComputer systems engineeringInformation security technology
Behavioural competencies
Result Orientation
Operational Efficiency
Fostering Cooperation
Relationship Management
Continuous Improvement
Forward Thinking
Education
A master's degree in computer science or in the information technology domain is required for this post.
Additional requirements
Candidates must have a solid and documented certification and experience in managing IT corporate services for personal computing (Windows/macOS) and mobile platforms (Android/iOS), in particular with a proven experience and documented certification in ITIL foundation and service operation, in the administration of the workplace back-end infrastructure and tools (Microsoft Office 365, Azure, Intune, SCCM, JAMF), SW/OS packaging, Machine Build Image. In addition, a strong results orientation with the ability to set priorities and present practical solutions both orally and in writing is required.
Other information
For behavioural competencies expected from ESA staff in general, please refer to the ESA Competency Framework.
For further information please visit: Professionals, What we offer and FAQ
The working languages of the Agency are English and French. A good knowledge of one of these is required. Knowledge of another Member State language would be an asset.
The Agency may require applicants to undergo selection tests.
At the Agency we value diversity and we welcome people with disabilities. Whenever possible, we seek to accommodate individuals with disabilities by providing the necessary support at the workplace. The Human Resources Department can also provide assistance during the recruitment process. If you would like to discuss this further please contact us email contact.human.resources@esa.int.
Please note that applications are only considered from nationals of one of the following States: Austria, Belgium, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, the Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden, Switzerland, the United Kingdom and Canada, Latvia, Lithuania, Slovakia and Slovenia.
According to the ESA Convention, the recruitment of staff must take into account an adequate distribution of posts among nationals of the ESA Member States*. When short-listing for an interview, priority will first be given to internal candidates and secondly to external candidates from under-represented Member States*.
In accordance with the European Space Agencyโs security procedures and as part of the selection process, successful candidates will be required to undergo basic screening before appointment conducted by an external background screening service.
In principle, recruitment will be within the advertised grade band (A2-A4). However, if the selected candidate has less than four years of relevant professional experience following the completion of the masterโs degree, the position may be filled at A1 level.
*Member States, Associate Members or Cooperating States.