Senior Continuous Service Improvement Specialist

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:         

• Propose and implement a Continuous Service Improvement (CSI) process and methodology with accompanying Key Performance Indicators (KPIs), reporting and governance mechanisms
• Contribute to service audits to verify compliance and recommendations of service improvements
• Work closely with Agencies and vendors to understand improvement opportunities and to size, scope and generate business cases that support the implementation of improvement projects whilst effectively prioritising against the other needs of the business to ultimately produce quality service improvement plans
• Assist the management in taking action for the improvement of the end user experience, as measured by monthly customer satisfaction (CSAT) results

Education:       

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

Minimum Experience:

• Minimum 9 years of IT professional experience
• Minimum 2 years of relevant professional experience in user support, training or documentation writing.

Additional needed qualification, knowledge and skills:         

• Certification in ITIL/ITIL V3 Foundation essential, ITIL Practitioner or ITIL Expert desirable
• Certification in Prince 2 is considered an asset;
• Experience with quality procedures
• Developed communication and diplomacy skills with a strong ability to persuade and influence client and stakeholder relationships
• Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution
• Previous experience in a continuous improvement or service management role
• Very strong communication skills: oral, written, presentation, facilitation
• Technical understanding with the ability to translate into business concepts