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Job: Service Delivery Officer

Job description

Application deadline: 29 February 2024

EGI Foundation is looking to recruit a Service Delivery Officer to support the delivery of production IT services in the context of European initiatives in which EGI Foundation plays the role of service integrator.

The Service Delivery Officer will be responsible for critical aspects of the delivery of the production infrastructure through the implementation of a formal Service Management System. As such, familiarity of ITSM best practices and standards is highly desirable and will be a distinct advantage.

This role will work closely with the manager of the Service Management System and within the Service Delivery Team. The successful candidate will maintain policies, processes, and procedures, ensuring that they are followed in order to effectively manage the delivery of secure and reliable services to customers.

Job Purpose and Responsibilities

  • Ensure services are delivered according to agreed service levels, services are adequately monitored and their performance is reported to stakeholders
  • Support internal and external audits of the Service Management System
  • Maintain a good relationship with service providers, end users and other stakeholders, conducting user satisfaction surveys where required
  • Manage incidents, service requests and problem management as part of a federated helpdesk involving multiple tiers of support
  • Ensure changes to services are adequately prepared, tested and executed in order to minimise disruption and ensure that agreed service levels are maintained
  • Contribute to the maintenance and development of service delivery documentation.
  • Represent the EGI Foundation at project meetings, conferences, symposia, and workshops.

Relationships

  • With the Service Management System manager
  • With the EGI Foundation Service Delivery Lead and the members of the Service Delivery Team contributing with service delivery activities.

Requirements

Essential requirements

  • At least 2 years experience in production service delivery
  • Proven experience in IT Service Management and basic knowledge of ITIL including Information Security Management.
  • Strong command of the English language (reading, writing and speaking)
  • Collaborative attitude, open communication and team spirit
  • 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

Desirable Requirements

  • Experience of European e-Infrastructures and federations
  • Certification on IT service management or experience in implementing service management systems

Offer

  • 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 €4,813  to €5,563 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.

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 jobs@egi.eu:

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

Only complete applications will be considered.

Thank you for your interest!