IT Site Manager

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 office 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, configurations, 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 (defining 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 Department’s 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.

Requirements:

Technical competencies

Business continuity management

IT service and operations management

IT business process design

Knowledge of corporate information systems

Education

A master's degree in information technology is required for this post.

Additional requirements

A minimum of five 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-certified or similar) in preparing, negotiating and implementing industrial procurements would be an asset.
Excellent negotiation skills supported by an aptitude for effective communication and reporting are essential.

 

For more information please click Apply.

Closing Date:  25 October 2023 23:59 CET/CEST

Salary Benefits:

The people who work at ESA are key to our success and are our most valuable asset. As an employer, we are committed to developing our staff throughout their career at ESA. We have put in place an attractive employment package to take care of our people in both their professional and personal lives and to offer a truly inclusive and supportive working environment.

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.

We are the European Space Agency.

Our mission is the peaceful exploration and use of space for the benefit of everyone. We watch over Earth, develop and launch inspiring and unique space projects, train astronauts and push the boundaries of science and technology, seeking answers to the big questions about the Universe. We are a family of scientists, engineers and business professionals from all over Europe working together in a diverse and multinational environment.