Package Description
Full details on application
Relocation assistance provided, (if applicable).
Job Introduction
Serco is a specialist at delivering vital services on behalf of European, National and Local Governments.
Serco Europe employ’s a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK.
Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe.
Serco’s space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies - We work alongside EUMETSAT and the European Space Agency, where we are the largest on-site service provider with ca. 300 staff.
What connects the ever growing Serco workforce is a passion for delivering great service – To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.
Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.
If you share our values then join with over 60,000 colleagues globally who are equally as passionate about delivering great service as you.
Main Responsibilities
- Implementation experience in IT service management processes concepts, in particular Service Level Management (SLA), Operational Level Agreements (OLA) within an IT organisation or professional IT service provider. Hands on experience in the context of OLAs for technical services;
- Experience in service design or similar activities would be an asset;
- Experience in collecting service/operational level requirements (requirements in general), analyse and evaluate specifications against standards and conduct negotiations;
- Experience in an out tasking or outsourcing exercise of IT managed services;
- Experience in particular in the setup of monitoring and definition of KPI’s for business/technical services e.g. in the fields of incident & availability & capacity& IT Continuity;
- Hands on experience in the preparation of a regular reporting for business/ technical services to various internal stakeholders.
Successful Candidate
The ideal candidate should have at least 5 years of relevant experience.
General specifications
Position-specific expectations (all mandatory):
- Master’s degree in information technology, computer science, information system security, or related disciplines;
- Bachelor’s degree in information technology, computer science, information system security, or related disciplines.
Generic technical competencies (all mandatory):
- A good command of English with proven drafting ability;
- A working knowledge of MS Office (in particular Word, Excel and PowerPoint);
- A good understanding of Information Technology;
- Apply pre-defined ITIL-based processes, procedures and methods to support and maintain the customer IT Service Management framework and functions, such as Supplier Management, Service Level Management, etc.;
- Knowledge of ITIL Service Management processes and best practice, i.e. ITIL Service Management processes service life-cycle V2 and/or V3;
- Solid foundation in IT operations and technical support;
- Practical experience in operating IT service management processes;
- Experience in team/group facilitation, project management and training would be an advantage;
- IT Process reengineering experience.
Behavioural competencies:
- Shows commitment to the achievement of team and organisational goals;
- Manages multiple assignments and tracks progress on numerous processes simultaneously;
- Uses diplomacy and tact when dealing with colleagues;
- Uses simple/clear words and images to communicate ideas;
- Very good analytical skills;
- Ability to work under pressure and to deliver to agreed deadlines;
- Proven ability to generate a range of possible, also innovative, solutions and to assess the implications of these solutions;
- Good interpersonal skills, in particular communication and negotiation skills, and the ability to work in a team and co-ordinate own activities with others;
- Very good command of English with proven drafting ability.
....................
Important
Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.
Applicants are reminded that they will be requested to produce such documentation during the recruitment process.
Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization.
For positions located within the Darmstadt Support Office please note that only applicants with no family affiliation within the Company will be considered.
Data Protection:
When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request.
You may submit a written request revoking your consent to this agreement at any time.
About the Company
Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 60,000 employees worldwide.
