Contract Manager is a highly skilled individual with experience in similar environments. Dedicated to the delivery of this contract the key responsibility will be to ensure Service Availability and appropriate capacity to meet the service demands.

The Contract Manager will have appropriate delegated authority to take decisions, but the support to ensure they are correct.

The Contract Manager is responsible for the overall assurance of contractual deliverables. To develop, agree and manage a robust strategy and annual plans for the Contract to ensure the contract continously meets the contractual requirements and business targets.

The Contract Manager has, within their role, the following responsibilities

Overall Service Management

Service capacity management

Service reporting

Driving forward Continuous Improvement

Point of Escalation

Project Change planning and modelling

Communications to staff

DG Comm Liaison

Information Security policy enforcement

Overseeing the implementation of operational agreements

Managing the overall accessibility of the EDCC channels

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University Diploma, Master (5 years)

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Good knowledge of EU institutions, activities and programmes

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Native or Bi-lingual for the main language + Good command of English (third language preferred)

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Managerial experience of minimum FIVE years (At least TWO years within a Call Centre environment)

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Proven experience in treatment of complex data and use of IT tools to extract, analyse and present data