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Job: Service Management System Manager

Job description

Application deadline: 29 February 2024

EGI Foundation is looking to recruit a Service Management System (SMS) manager to support the EGI Foundation in the delivery of IT services in the context of European initiatives in which EGI Foundation plays the role of service integrator.

The successful candidate will have extensive experience in service delivery and service management. Proven knowledge of ITSM standards and best practices, and knowledge of the European research business sector will be a distinct advantage.

The SMS Manager will be tasked to develop and maintain service management system processes, procedures and policies in complex multi-supplier environments where EGI Foundation plays the role of system integrator. The SMS Manager will oversee the planning, implementation, and maintenance of IT service strategies, ensuring alignment with business goals and continuous improvement of IT service delivery. 

Proven experience of team leadership will help the successful candidate to successfully lead all people involved in the Service Management System to the goal of achieving excellence in service delivery, including process managers and staff.


Job Purpose and Responsibilities

  • Maintain the Service Management plan and ensure it is available to relevant stakeholders.
  • Manage the Service Portfolio Management process, define and maintain Service Portfolios, and manage other planning processes of the SMS.
  • Ensure Service Management processes are implemented according to approved goals and policies.
  • Maintain an adequate level of awareness and competence of the people involved in the SMS, in particular the process managers.
  • Monitor and keep track of the suitability, effectiveness and maturity of the entire SMS.
  • Identify opportunities for improving the effectiveness and efficiency of the SMS.
  • Contribute to the coordination of service delivery activities of the EGI Federation from within the EGI Foundation. 
  • Contribute to EGI events and communication.


Essential requirements

  • At least 4 years experience in production service delivery
  • Bachelor’s degree in a relevant subject or an equivalent combination of relevant experience and/or education and training
  • Certification on IT service management and experience in implementing and managing service management systems
  • Project management skills and the ability to oversee tasks within larger projects including communications and negotiation skills with large consortia and managing multiple high priority tasks 
  • Strong command of the English language (reading, writing and speaking)
  • Collaborative attitude, open communication and team spirit
  • Demonstrated leadership and strategic thinking
  • Ability to organise and facilitate meetings efficiently and to prepare reports
  • Ability to write clear documents summarising complex concepts and situations
  • Confidence in presenting to various stakeholder types, remotely and in person
  • Ability to work independently and remotely in the context of a distributed team
  • Ability to travel within Europe and occasionally worldwide

Desirable Requirements

  • Experience with European research policies, e-Infrastructures and national/European research governance.


  • This is a full-time (40 hours per week) position. Part time applications will be considered depending on the experience of the applicant.
  • The position is offered for a period of one year, with the possibility of renewal upon satisfactory performance.
  • The successful candidate will have the opportunity to work at the EGI Foundation office in Amsterdam or remotely, depending on demonstrated experience and in accordance with the EGI Foundation’s terms of employment.
  • Depending on experience, for an employee working in the Netherlands, gross salary for a full-time position will be in the range of €5,187 to €6,397 per month, with additional holiday (8% annual gross) and end of year (5% annual gross) bonuses. Employees stationed outside the Netherlands, the salary will be determined by applying the country-specific coefficient correction, and bonuses and benefits will be aligned with the local regulations of the respective country. 
  • In the Netherlands, employees are entitled to 31 days of annual leave (pro rata). For employees residing in other countries, the specific number of leave days may vary depending on the applicable national labour law regulations.
  • Non-native employees new to the Netherlands may be eligible for a special tax benefit, if moving to the Netherlands.
  • With a majority of our staff operating from various locations in Europe, we maintain payrolls in multiple countries. In line with this approach, specific contract terms are negotiated based on the employee’s country of residence.

Equal opportunities

The EGI Foundation is committed to creating a diverse environment and is proud to be an equal opportunities employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.

Process and timeline

  • Closing date for applications: 29 February 2024
  • Online interviews: 11 March – 15 March 2024
  • Expected starting date: As soon as possible 


To apply

To apply, we invite you to send us the following two items by email, to

  • A cover letter (in PDF format), explaining your motivation for applying and how you meet the requirements outlined above.
  • A CV/resume (in PDF format), ideally max 3 pages.

Only complete applications will be considered.

Thank you for your interest!