Service manager

Fincons Group is an IT business consulting company that has been designing the digital future of leading companies on international markets for 40 years. Fincons Group built its reputation on foreseeing and interpreting new business models and the rapid evolution of IT systems by building a complete range of services: from research and consulting to design and development, from system integration of leading vendor software solutions right up to application management, supporting clients step by step along their digital transformation journey. Fincons is a multinational with over 2,600 people and several offices worldwide (in Italy, Switzerland, Germany, France, the United Kingdom, Belgium and the USA), but above all a Family Company where the founders play a strategic role with commitment and passion, grounding the company in the same principles of a united and caring family.

We firmly believe in the value of cooperation and in the contribution that every idea and intuition can bring. We believe that everyone's effort can make a difference. Transforming knowledge into a strategic resource is our company mission, and we pursue it with the help of our most strategic asset: our people.

Fincons is looking for a Service Manager for a EU International Institution.

TASKS

The Service Manager provides advice, guidance, consultancy, and assistance to the responsible official(s) regarding:

o The management of both service and development project implementation to meet business needs effectively.

o Ensuring maximum service uptime, accurate and prompt incident response, appropriate configuration management, as well as proactive maintenance and tuning of both service operations and project deliverables.

o Monitoring and reporting on service and project operations, capacity consumption, and maintaining communication with all (internal and external) stakeholders.

o Coordinating service desk activities related to both service management and project development, ensuring incident, problem, change, configuration, and release management adhere to quality plans (FQPs) and quality levels agreed in the Service Level Agreement (SLA).

• Defining KPIs and monitoring and reporting on all quality indicators related to service performance and project outcomes.

• Establishing and enforcing respect for procedures and service management tasks, raising warnings in case of non-compliance.

• Ensuring quality delivery on schedule for both service functions and development projects.

• Structuring information in ways that are appropriate for the target audience.

• Reporting on the status of services and projects (SLA, actions, risks, issues, decisions, changes, etc.)

• Escalating issues, particularly those with potential impacts on time or resources, in both service management and project contexts.

• Producing and/or reviewing service and project-related documents.

• Providing suggestions for improvements in service management or project methodologies.

• Participating in meetings with stakeholders to discuss both service and project-related matters.

• Coordinating with vendors and contractors to ensure service level agreements (SLAs) are consistently met for both services and development activities.

• Collaborating with development and operations teams to enhance service reliability and project delivery efficiency.

• Facilitating communication and cooperation with Policy teams, Member States, Economic Operators, and other EU services involved in the programs regarding service operations and project execution.

• Acting as a liaison to align IT system functionalities with the objectives of business units and collaborate on harmonizing business models.

• Coordinating and engaging with Member States to foster integrated IT solutions, share best practices, and support regulatory compliance in both service and project domains.

SPECIFIC EXPERTISE

Following specific expertise is mandatory for the performance of tasks:

• A minimum of 5 years of experience in managing large-scale IT services and development projects.

• Proven experience leading complex IT systems and/or data exchange systems in both service management and project contexts.

• Proficiency in using service and project management tools such as JIRA, Microsoft Project, or equivalent tools.

• Strong expertise in managing changes and transitions during and after the delivery of services and projects.

• Solid understanding of software architecture, databases, cloud technologies, and cybersecurity principles, relevant to both service operations and project development

Knowledge of English (B2) is required

Certifications in ITIL, PRINCE2, or Agile are an asset.

Office: Brussels

modality of work: hybrid (2 days per week in office)

If interested, please apply!

Our personnel search is addressed to candidates of all genders.

The data will be processed and stored exclusively for the purposes of this or future selections, in compliance with the Federal Data Protection Law (LPD) and guaranteeing the rights referred to in art. 13 Legislative Decree 196/03 and EU regulation 679/2016 (GDPR)