About this job

ESA is looking for an IT Service Manager.

ESA is an equal opportunity employer, committed to achieving diversity within the workforce and creating an inclusive working environment. Applications from women are encouraged.

Location
ESTEC, Noordwijk, The Netherlands  or ESRIN, Frascati, Italy.
 
Description
You will report to the Head of the End-User Service Operation Section, in the End-User Division of the ESA Information Technology Department, Directorate of Internal Services, and be responsible for the supervision and coordination of centralised operation activities, integrating services by multiple suppliers and vendors into a single coherent end-to-end IT service dedicated to establishing and maintaining workplace capabilities and related back-end infrastructure and end-user services.
 

Responsibilities

Duties:

• coordinating and supervising the day-to-day service delivery and support provided by service providers and vendors in a multi-operating system environment (Windows, MacOS, iOS and Android);
• assisting in management of documents, admin, policies, user learning materials and user guide library,
  validating technical and service deliverables, at various stages of the activities and with reference to any end-user service and technical operational aspects;
• providing central esait unified user support services for workplace capabilities:
• liaising with customer and end-user community, translating needs into requirements and solution specifications to be implemented by service providers;
• establishing and improving workplace capability management and improving user experience;
• contributing to management of service catalogue for workplace capability related aspects and services;
• executing a systematic approach to continuous improvement of services, including the critical review of service processes and requirements, increasing the overall quality and efficiency of the end-user service;
• ensuring compliance of the contracted providers with all terms and conditions and Service Level Agreements (SLAs);
• coordinating and supervising all esait service providers for end-user operational communication related aspects with respect to specific managed workplace services;
• optimising and rationalising the use of existing workplace capabilities, back-end Infrastructure and tools;
• designing, enhancing and implementing workplace solutions, organising and managing transfer to operation and related adoptions, performing testing and validation of changes and new solutions, and supporting the integration of new products into existing multi-platform workplace environments;
• acting as the point of escalation for the coordinated end-user support related service and adoption for the specific workplace services and tools you will be responsible for;
• contributing to the strategic planning process, investment plans and annual work planning processes and to the related budget preparation and revision exercises;
• providing regular reports on progress and the status of activities.

Profile

Technical competencies
Project and technical management
Computer systems engineering
Information security technology
IT service and operations management
Knowledge of ESA corporate IT services
Extensive experience of Workplace tools and back-end Infrastructure
Education
Applicants should have a Master’s degree in information technology.
Additional requirements

Candidates must have solid, documented certification and experience in managing IT corporate services for network printers, personal computing and mobile platforms in particular based on Mac OS/iOS, with proven experience in SW/OS packaging, Machine Build Image and scripting for automation of workplace solutions. In addition, a strong results orientation with the ability to set priorities and present practical solutions both orally and in writing is required.

For a complete job description and to apply, click on “apply”.

The closing date for applications is 24 March 2021.

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 at 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 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. (https://esamultimedia.esa.int/docs/careers/NationalityTargets.pdf)
In accordance with the European Space Agency’s security procedures and as part of the selection process, successful candidates will be required to undergo basic screening before appointment.

We offer
The European Space Agency (ESA) is an equal opportunities employer that offers competitive salaries exempt from national income tax and excellent employment conditions, such as allowances for expatriates and relocation support. For more information: http://www.esa.int/About_Us/Careers_at_ESA

About us
We are the European Space Agency. Our mission is the peaceful exploration and use of space for the benefit of everyone. We watch over the 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. We are dedicated to united space in Europe and united Europe in space. Learn more: http://www.esa.int/