The EIB, the European Union’s bank, is seeking to recruit for its Group Corporate Services Directorate – Group Digital Office (GCS-GDO), Platforms & Services Department (P&S), Operations & Service Desk Division (OSDK), Operations and ITIL Processes Unit (OPI) at its headquarters in Luxembourg, a Head of Operations and ITIL Processes Unit*.

This is a full time position at grade 5/6 for which the EIB offers a permanent contract.

*internal benchmark Unit Head IT Technology & Infrastructure

Panel interviews are anticipated for January/February 2024.

Purpose

In this role you will drive and manage the Operations and ITIL Process Unit’s transversal IT processes, technology innovation and daily operations related to the IT service management, following market best practises to effectively manage the related technology & infrastructure in line with the EIB Group strategy for IT solutions.

Operating Network

You will report to the Head of Operations & Service Desk Division. The Unit is responsible for managing end-to-end transversal IT processes based on the ITIL framework, namely Asset, Incident, Problem, Configuration, Change management across IT.

Accountabilities

• Define and propose policies applicable to IT service management (ITIL) following market best practises, in order to ensure that overall IT strategy and policies meet the organization’s business objectives
• Contribute to the definition of the EIB’s IT Operations and Service Desk Division strategy, in close cooperation with business areas or counterparts
• Provide team leadership to the Unit (i.e. managing a team of specialists and external consultants, setting individual objectives, reviewing performance and providing ongoing feedback), as well as coaching and support to team members. Manage, together with the Head of Division, the recruitment process of new staff.
• Establish and manage the resources and means necessary to achieve the formulated objectives and implement work plans for projects in assigned functional area(s)
• Coordinate, supervise and execute end-to-end transversal IT processes based on the ITIL framework in order to support the delivery of IT services
• Manage or participate in special initiatives that go beyond the strict boundaries of own domain and that have a specific scope and timing, in order to ensure the realisation of the initiative within the set scope, time and budget.
• Keep up to date on market trends in the areas of ITIL processes
• Transform processes to adopt to agile and DevOps practices and cloud transition as per IT strategy
• Develop and maintain IT service catalogues and service level agreements (SLAs) to ensure that IT services are aligned with business requirements

Qualifications

• University degree (minimum an equivalent to a Bachelor) preferably in computer science or related discipline
• At least 5 years of professional experience in an IT function and relevant process management
• Experience or proven ability in managing or coaching people, ideally in multicultural environment or international organisations
• Knowledge on ITIL processes preferably related to cloud and Hybrid environments
• Up-to-date knowledge of market trends and development in the IT sector especially related to ITIL, Agile and DevOps
• Experience in managing budgets and IT services contracts would be an advantage
• Experience in contributing and implementing a strategic roadmap consistent with the overall organizational strategy would be an asset
• Experience in program/project management and good knowledge of principles, methods and practices would be an advantage
• ITIL Foundation Certification. One additional ITIL (v4) certification would be an advantage.
• Good knowledge of business process modelling tools would be an advantage
• Excellent knowledge of English and/or French (**), with a good command of the other. Knowledge of other EU languages would be an advantage.

Competencies

Find out more about EIB core and managerial competencies here

(**) Unless stated explicitly as a required qualification, a good command of French is not a pre-requisite for hire. As both English and French are however official working languages of the EIB, proficiency in both languages is a pre-requisite for your future career development. Any language clause in your contract must be fulfilled in order for you to be eligible for a promotion (either via the annual appraisal cycle or via an internal selection process). Proficiency is understood to mean the attainment of level 5 of the Inter Institutional language courses, corresponding to B1.2 of the Common European Framework of Reference for Languages (CEFRL). The Bank offers appropriate training support.

We are an equal opportunities employer, who believes that diversity is good for our people and our business. We encourage all suitably qualified and eligible candidates to apply regardless of their gender identity/expression, age, racial, ethnic and cultural background, religion and beliefs, sexual orientation/identity, disability or neurodiversity.

Applicants with specific needs are encouraged to request reasonable accommodations at any stage during the recruitment process. Please contact the EIB Recruitment team [email protected] who will ensure that your request is handled.

By applying for this position, you acknowledge the importance of maintaining the security and integrity of the Information of the EIB Group. In case of selection for the position you agree to comply with all measures (policies, controls, document classification and management) implemented by the EIB Group to prevent unauthorised disclosure of any information or any damage to the EIB Group reputation.

Deadline for applications: 3^rd January 2024

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