You will drive the management of ITIL (Information Technology Infrastructure Library) practices for IT Service Management (ITSM), ensuring they are in line with the IT strategy and EIB’s policies and procedures. Join our team: be the ITIL Practices Champion and Accelerate Excellence at the EIB Group!
Operating Network:
You will report to the Head of Operations and ITIL Processes Unit, responsible for providing IT services for Operation and Operational Processes.
On-call duty may be required for this role.
Accountabilities:
In line with EIB policies and standards, manage, implement, refine and enforce ITIIL Process policies and processes to support the overall IT strategy
Coordinate with other ITIL Process Manager (e.g. Incident Manager)
Responsible for keeping the Capacity Management process meticulously up-to-date with high quality in close collaboration and cooperation from Infrastructure and Application Development Teams.
Drive the ITIL processes to the future scope in relation to cloud, agile and DevOps adaptation
Develop and maintain IT service catalogues and service level agreements (SLAs/OLAs) to ensure that IT services are aligned with business requirements. Monitor and report relevant KPIs
Coordinate and evaluate strategic and complex projects and activities in own domain
Coordinate projects by ensuring that work packages are properly, allocated and followed-up in accordance with the project charter
Ensure ICT hardware and software assets and their configurations are known, recorded and accessible
Provide expert advice and recommendations to find appropriate solutions and actions to contribute to the achievement of the team objectives and stay abreast of developments and best practices in own domain of expertise
Qualifications:
University degree (minimum an equivalent to a Bachelor) preferably in Science, Information Systems or similar relevant fields
At least 5 years of relevant experience in ITIL Process Management, including experience in Service Management.
ITIL Foundation certification is required. Knowledge of ITIL processes related to cloud and hybrid environments would be an advantage
Demonstrated Capacity Management experience in a large-scale, multi-platform and/or Hybrid (Cloud/On Prem) environment would be an asset
Being familiar with IT infrastructure and BMC Smart IT or similar tool would be an advantage
Effective communication abilities as well as collaboration with impact
Excellent knowledge of English and/or French , with a good command of the other. Knowledge of other EU languages would be an advantage.
