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Technology Expert with specific expertise on Service management (21800, min 6 years experience)

Job Introduction

Serco is a partner of choice to the European Institutions and other International Organisations. For the past 30 years, we have been providing European and International Organisations a wide range of services including ICT services in support, infrastructure, operations and development as well as managing different contact centres for the key European Institutions, agencies and organisations, in Brussels and across Europe.

What connects the ever-growing Serco workforce is a passion for delivering great service –
To keep ahead, we have to evolve continually and enhance the way we deliver our services. Everyone in Serco has a role to play, here.

Serco provides the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

We are hiring a Technology Expert with specific expertise on Service management  for our prestigious partner DIGIT TM (DG Informatics) in Brussels. DIGIT-TM is a contract from the European Commission for IT services across Europe.

If you like to work in a multi-cultural and dynamic environment, this opportunity can answer to your expectation.

We look forward to meeting you!  Discover the offer below and click on ‘Apply’ if you know that your skillset and talents are a suitable match for this opportunity.

At Serco, we do not only offer a career but also the opportunity to join a community where everyone’s wellbeing matters, by living out the Serco values in all we do!


Role Responsibility

Task description

The tasks required include:
 Provision of expert advice and assistance, applicable standards, solution patterns and best
practise on improving the implementation of Incident, Problem and Change management
processes, based on ITIL best practices.
 Business activity monitoring using incident management dashboards.
 Provision of expert advice regarding KPIs and Service Level Agreement.
 Elaboration of functional and non-functional requirements and business case analysis related to the area of the daily support tools.
 Elaboration of monitoring statistics report to follow-up support performance and service level objectives
 Provision of expert advice and assistance related to on the information systems managed by DG FISMA
 Review of service management processes, standard replies, frequently asked questions and procedures in collaboration with IT and business stakeholders
 Participation in coordination and project meetings
 Information systems testing
 Monitoring of defect management process and its related ongoing issues using Jira
 Management of user’s access and permissions
 Extract reports related to Identity & Access Management of different Information Systems.
 Provision of dedicated coaching and training sessions on the information systems managed by DG FISMA and the support tools and processes
 Assistance to end-users regarding the migration from NET1 to the WELCOME domain

Work environment
The expert (service provider) will work on a Commission standard workstation equipped with
standard software. The work will be carried out intra-muros in Brussels in Time and Means mode.
Thus the expert has to be present during the Commission working core hours and respect the daily and weekly time workload. The working languages are English and French.

Successful Candidate

Required expertise
Knowledge and skills as defined in the service requirements of ESP-DIGIT-TM for the above
mentioned profile with mandatory, specific, and recent expertise on :
- service management, (incident and problem management tools and methodologies) : minimum 6 years
- Information Systems testing and training tools and software : minimum 6 years
The expert should be motivated and will involve him/herself in the project in order to understand the business and being able to work independently as well as in tight cooperation with the other experts  and the business stakeholders. The person must be able to learn quickly business processes, new technologies, and challenges being for him or her a source of motivation. A proactive attitude is very important since the expert fills different roles in the project life-cycle. He/she must be able to understand quickly the user needs and to discuss the functional requirements directly with user representatives or with the business analyst.

Required skills/knowledge
 In-depth knowledge and application of ITIL.
 In-depth knowledge and experience in users support, users training and system testing
 Knowledge and experience of users access management and authentication modes, information systems security, IT security standards, security management methodologies and tools (e.g. EU Login, Secunda administration and setting)
 Knowledge and experience on users' needs and requirements collection, classification and
 Knowledge on Business Cases and/or User Stories
 Knowledge and on review of the IT deliverables for their conformance to the Business/User
 Experience in documenting procedures and incident and problem management processes
 Knowledge on Atlassian suite (JIRA, Confluence.)
 Knowledge and experience on support tools (e.g. SMT, Anywhere365)
 Knowledge and experience of workflows and document management information systems
 Capability of working in an international/ multicultural environment
 Ability to participate in multi-lingual meetings in English and French, ease of communication; excellent in English and French (both verbal and written); other additional EU languages will be considered important assets.
 Capability of rapid self-starting, learning and of integration in an international/multi-cultural

Optional skills/knowledge
 SharePoint or equivalent content management system

 Committed, resistant to the stress, reliable and great worker
 Constructive participation in meeting
 Team spirit and Team Player
 High degree of initiative, independence and cooperation
 Service oriented and quality mind-set
 Capability of working in an international/multicultural environment
 To be in the condition of requiring and having a personal security clearance level EU or
NATO Secret – and this in addition to the contractual standard security screening requested
by the Contractor for the expert to the Belgian National Security Authority.



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. 

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.

Package Description

Excellent Salary 

Corporate Benefits Package 

Relocation Assistance (if applicable)

And the chance to make a positive difference in a company passionate about diversity and inclusion.

Further information available from the Serco Europe Recruitment Team

About the Company

Why should you join Serco ?

At Serco not only is the nature of the work we do important, everyone has an important role to play.

Meaningful and vital work - You’ll contribute to methodologically intercepting challenges whilst achievements will also be recognised and celebrated.

A world of opportunity - You’ll be wholeheartedly supported with development and career progression

Great people - You’ll become an integral member of a well-defined and supportive team who believe passionately in the value of our work.

What we offer

  • Chance to contribute to innovation in the public services sector
  • A company passionate about diversity and inclusion
  • Permanent employment with comprehensive Serco Benefits package.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play when managing complex public services.  

We are a team of 50,000 people responsible for delivering essential public services around the world, we are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 


Please click on the apply button to be taken to our careers website

Serco is a Disability Confident Employer committed to employing and retaining people with disabilities.  Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco European Agencies


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