IT service manager (AST.2025.01 )

Position

The position we are recruiting for is currently situated within the Information Communication and Technology (ICT) Unit, and the selected candidate will be reporting to the Service Support team leader.

This role involves overseeing the delivery of ICT services, managing the service desk to handle user requests and incidents efficiently, and implementing proactive measures to prevent recurring issues. The IT service manager is responsible for executing ICT strategies that support the organisation’s business objectives and planning for future ICT needs, including hardware and software upgrades. In addition, this role encompasses managing technicians, changes to ICT systems, maintaining accurate records of IT assets, and ensuring the security and compliance of ICT systems and data. Effective communication with stakeholders at all levels is crucial, as is collaborating with other units to understand and meet their ICT needs. The IT service manager also plays a key role in managing relationships with ICT vendors and suppliers, negotiating contracts and ensuring the organisation receives the best value and service. Continuous improvement of ICT services and processes is essential, requiring the IT service manager to stay abreast of the latest ICT trends and technologies.

Eligibility requirements

• Be a national of one of the Member States of the European Union, Norway or Türkiye.
• Have fulfilled any obligations imposed by the laws concerning military service, if applicable.
• Produce the appropriate character references as to the suitability for the performance of the required duties.
• Be physically fit to perform the duties of the post.
• A level of post-secondary education attested by a diploma, or a level of secondary education attested by a diploma giving access to post-secondary education, and appropriate professional experience of at least three years.
• Have at least nine years of relevant professional experience starting with the first position occupied after the completion of the diploma or certificate required for admission to this selection procedure, as mentioned above.
• Possess a thorough knowledge (mother tongue or minimum level C1) of one of the official languages of the European Union and, a proven satisfactory knowledge (minimum level B2) of another of these languages to the extent necessary for the performance of the required duties.

Essential requirements  

1. At least 6 years of experience in managing and supporting ICT service desk activities, including the use of various service desk tools and software (ServiceNow, iTop, ServiceDesk Plus or similar).
2. A minimum of 3 years of experience in implementing and managing incident, problem, configuration and change management processes to maintain the stability and performance of IT services.
3. At least 3 years of hands-on experience in managing end-user systems and devices, including the installation, configuration and maintenance of various products and applications to meet user requirements.
4. Demonstrated expertise with a minimum of 3 years of experience in Microsoft end-user application products and operating systems, ensuring proficiency in troubleshooting, configuration and support.
5. Experience in sourcing and managing consultants, IT equipment and service contracts to ensure optimal IT service delivery and cost-efficiency.
6. Experience working in multicultural and multilingual environments, demonstrating effective communication and collaboration across diverse teams.
7. Holding an ITIL Foundation certification or other equivalent certifications.