Senior Service Delivery Specialist (EU Institution) - Onsite in Strasbourg

Who are we?

Trasys International is a dynamic global organization that takes pride in being the trusted partner of EU Institutions. With strong commitment to excellence and a 30-years track record of delivering high-quality solutions, we are dedicated to supporting the growth and success of our clients. Our Mission is to help our clients keep up with the challenges of digital transformation by providing the right talent at the right time for the right job. To this end, we are constantly looking for talented professionals who are interested in working on challenging international projects and able to deliver high-quality results within multicultural environments. Our services include (but are not limited to) modernization of solutions, digital workspaces, cloud technologies and IT security. Our Headquarters are in Brussels and we have active accounts and offices across Europe (i.e. Luxembourg, Amsterdam, Athens, Stockholm, Geneva).

Is this YOU?

For one of our main clients based in Strasbourg - a European Institution, we are looking for a Senior Service Delivery Specialist to join our team in supporting EU Member States and their digitalisation efforts and to keep Europe safe through technology. Our client manages large-scale IT systems that support the implementation of asylum, border management, migration, and justice policies in the EU. Operating and evolving in an ever-changing internal security landscape, our client facilitates the implementation of one of EU citizens' fundamental rights – the right to free movement – for more than 400 million people.

For the needs of the client, you must be based in Strasbourg/nearby and have full rights to work in France.

As Senior Service Delivery Specialist, you will perform the following tasks:

• 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;

• Gather and report detailed performance data against key indicators to generate actionable improvements to the quality of services offered;

• Assist in supporting 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;

• Ensure quality of Known Error records and the Knowledge Database;

• Coordinate with contract managers to ensure timely problem resolution and contractual fulfilment and involve Supplier Management when necessary;

• Conduct Post Resolution Review of critical problems and supports in following up of their activities together with the Service Delivery Manager;

• Ensure that Problem Management Key Performance Indicators (KPIs) are reported and their targets are met;

• Take escalations from Problem Coordinator and handle them accordingly.

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Education Requirements

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

Minimum Experience Requirements

• Minimum 4 years of professional experience in the domain, of which

• Minimum 2 years of Change/Incident/Problem Management or Project Management experience.

Qualifications, 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 autonomously as well as work well in group;
• Advanced knowledge of Microsoft applications including MS Project, MS Excel and MS Visio.