Service Delivery Coordinator

Background:

eu-LISA is the European Union Agency for the Operational Management of Large-Scale IT Systems in the Area of Freedom, Security and Justice (eu-LISA) manages large-scale IT systems to support the implementation of asylum, border management and migration policies in the European Union (EU). The Agency is also a front-runner for the digitalisation efforts of the EU's Justice and Home Affairs domain, building a new information architecture and contributing to the development of a new security ecosystem. Since the Agency's beginnings in 2012, eu-LISA has become the digital engine of the Schengen Area. With its activities and tasks, the Agency adds value to the EU Member States by supporting their efforts towards justice, security and freedom.

Task description:        

• Coordination of the day to day delivery of all live service elements in accordance with agreed SLAs and contractual requirements
• Contribution to incident management; co-ordination of direct and indirect reports to ensure issues are investigated and rectified as swiftly as possible, whilst maintaining quality and minimising risk
• Building and maintaining strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to Service Level Agreements (SLAs)
• Responsibility for ensuring effective reporting is generated when required, including detailed incident reporting
• Ensuring quality is maintained throughout the service delivery process
• Develop a good understanding of the Agency’s services operations and functional processes
• Gather and report detailed performance data against key indicators to generate actionable improvements to the quality of services offered
• Assist in support models and managing transition of projects and new services into the business as usual model
• Assist in coordinating Problem and Release management activities to ensure effective service management
• Assist in coordinating problem resolution, involving internal support groups, vendors, suppliers, customers and managing any roadblocks
• Ensures quality of Known Error records and the Knowledge Database
• Coordinates with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfilment and involves Supplier Management when necessary
• Conducts Post Resolution Review of critical problems and supports in following up of their activities together with the Service Delivery Manager
• Ensures that Problem Management Key Performance Indicators (KPIs) are reported and their targets are met
• Takes escalations from Problem Coordinator and handles them accordingly

Education:       

• Minimum 4 years of relevant education (master or equivalent) after the secondary school

Minimum Experience:

• Minimum 6 years of experience in enterprise level IT environments.
• Minimum 3 years of Change/Incident/Problem Management or Project Management experience.

Additional needed qualification, knowledge and skills:        

• ITIL/ITIL V3 Foundation Certification
• People-management skills coupled with strong communication skills
• Good planning skills that go along with proper time management.
• Problem-solving skills.
• Proven communication skills with multiple levels of an organization, including interaction with senior management
• Strong influencing and relationship management skills.
• Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
• Self-driven and resourceful to achieve goals independently as well as work well in groups.
• High level of IT literacy – MS Office (Word, Excel, PowerPoint).