SERVICE MANAGEMENT IN BRUSSELS – EUROPEAN COMMISSION_TAXUD

Scope of the services to be provided:

The Customs IT Systems sector of unit B3 is looking for a Service Manager who will provide the required services to the responsible official to assure the correct analysis, development, testing, deployment, entry in operation and operation of the new Customs TES IT applications, such as CCI and Central IT application like PoUS, as defined in the Electronic Customs Multi-Annual Strategic Plan (MASP) and for the correct functioning of the existing customs IT applications.

These services include:

• Manage the development and implementation of services in order to meet the business needs.
• Ensure maximum uptime, accurate and early incident response, appropriate configuration management, proactive maintenance and tuning.
• Monitor and report on operations and on capacity consumption, and liaise with all (internal and external) stakeholders.
• Manage and coordinate the service desk activities, ensuring that incident, problem, change, configuration and release management is delivered according to quality plans (FQPs) and to quality levels agreed in the - Service Level Agreement (SLA).
• Define KPIs, as well as the monitor and report on all quality indicators.

Job requirements

The activities include among others:

• Gather requirements from Business Users in the context of new project and evolution projects managing expectations and proposing solutions compatible with the project constraints, using workshops, mock-ups, and prototypes.
• Coordinate with the Project Managers and the Architect providing input about project risks and in the estimation of the effort and timing of the contractor’s activities.
• Produce technical annexes for the required analysis activities to be performed by the relevant external system supplier, and validate technical documents from suppliers or other sources from an IT technical viewpoint.
• Produce or maintain all required artefacts related to requirements analysis. This covers business requirements, IT functional and IT non-functional requirements.
• Produce or maintain all required artefacts related to IT analysis. This covers IT process analysis, IT service analysis, IT data analysis (Code Lists), use case analysis, RFCs, interfaces with other systems (e.g. CSRD2) etc.
• Produce or maintain all required artefacts related to functional and non-functional testing. This mainly implies the definition of the IT functional and non-functional tests to be performed.
• Design, organisation and follow-up of National Administrations CT (Conformance Testing) campaigns and rollout.
• Produce or maintain required artefacts related to the training for a given IT system or application. This mainly implies the definition of functional scenarios to be covered during the training.
• Produce and/or review documents.
• Organize documents related to the projects.
• Validate the required quality of a given IT analysis activity performed by another contractor.
• Participate in or organize meetings, workshops, and brainstorming with DG TAXUD, other contractors, Member States and/or other partners.
• Act as a backup to other functions of the Central Project Team.
• Prioritize and manage tasks between the two projects in a transparent, well documented and well communicated manner.

The list of required skills and experiences to deliver the service requested by this PQTM includes but is not limited to (each of the points below is required unless specifically noted as an asset):

• A minimum of 10 years of experience in IT service management out of which a minimum of 3 years of recent specialised experience in IT service management of customs-related IT systems.
• Extensive knowledge of XML, XSD, ITIL, SLA, OLA, SMT.
• Extensive experience of large-scale service support, service delivery and business continuity.
• Read and interpret BPM diagrams.
• Ability to apply high quality standards to all tasks.
• Excellent reporting skills.
• Strong organisational and co-ordination skills.
• Ability to produce minutes, notes, summaries, etc. in English and to give presentations in English.
• Experience working in teams using Agile or Scrum methodologies is an asset.
• Experience with Atlassian platform is an asset.
• Knowledge of TAXUD’s “TEMPO” methodology is an asset.
• Knowledge of the Commission’s PM2 methodology is an asset.
• Previous experience with project management is an asset.
• Bachelor's Degree or higher in Computer Science or related field is an asset.
• Basic knowledge of the EU customs legislation (UCC) is an asset.
• Experience in Customs development and operations is an asset.
• Interest and ability to learn other technologies and tools as needed.