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
ESOC, Darmstadt, Germany
Description
Under the direct authority of the Head of the End-User Local Services Section, you will ensure the correct execution of the processes and tasks involved in service delivery for ESOC and associated remote sites, addressing the needs of users of corporate and o๏ฌce systems.
Duties
Your service management duties will include:
- managing the service provided by the local IT team;
- planning, monitoring and executing the local service delivery;
- monitoring and managing the performance of the IT Local Support service (managing incidents, priorities, issues, changes, releases, con๏ฌgurations, assets, etc.), to ensure compliance with SLA requirements and implement mitigation actions where agreements are not fulfilled;
- ensuring that ESA and departmental policies, standards and guidelines are implemented locally;
- interfacing with local stakeholders to understand their business needs, identifying opportunities for service improvements and supporting the customer acceptance process in liaison with the entities responsible for IT operations;
- responding to customer queries and complaints, escalating when necessary, to ensure that corrective actions are implemented, as well as acting as an escalation point for issues raised by end users;
- ensuring the correct implementation of the asset management process for all esait-managed end-user devices procured by the Agency (de๏ฌning and executing the hardware refresh plan, managing stock and stock storage areas, inspecting assets, etc.);
- supervising the local delivery of service catalogue items;
- interfacing with the Departmentโs IT Service Managers who provide support for local matters (hardware refreshes, deployment of new services, data centre activities, etc.) to ensure integrated management and service delivery functions across the IT Department;
- supporting the integration of IT services into a coherent end-to-end service management process, with a view to continual improvement and ensuring that service-related exceptions and escalations are handled appropriately;
- providing cross-departmental support for piloting and promoting the service introduction and transfer to operation of new or updated products and services by facilitating training activities and organising user group meetings;
- providing input to the strategic planning process, investment plans and annual work planning processes along with the related budget preparation and revision exercises.
Technical competencies Business continuity managementIT service and operations managementIT business process designKnowledge of corporate information systems
Behavioural competencies
Result Orientation
Operational Efficiency
Fostering Cooperation
Relationship Management
Continuous Improvement
Forward ThinkingEducation
A master's degree in information technology is required for this post.
Additional requirements
A minimum of ๏ฌve years of in-depth experience in customer interface management and service delivery are required.
Previous positions in team management would be an asset.
Solid and documented experience (ITIL 4-certi๏ฌed or similar) in preparing, negotiating and implementing industrial procurements would be an asset.
Excellent negotiation skills supported by an aptitude for e๏ฌective communication and reporting are essential.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.