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 (OIP) at its headquarters in Luxembourg, a (Senior) ITIL Process Manager*.

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

*Internally referred as (Senior) Engineer IT Technology & Infrastructure

Panel interviews are anticipated for January 2024 or February 2024

Purpose

You will drive the management of ITIL (Information Technology Infrastructure Library) practices for IT Service Management (ITSM), ensuring they are in line with the IT strategy and EIB’s policies and procedures. Join our team: be the ITIL Practices Champion and Accelerate Excellence at the EIB Group!

Operating Network

You will report to the Head of Operations and ITIL Processes Unit, responsible for providing IT services for Operation and Operational Processes.

On-call duty may be required for this role.

Accountabilities

• In line with EIB policies and standards, manage, implement, refine and enforce ITIIL Process policies and processes to support the overall IT strategy
• Coordinate with other ITIL Process Manager (e.g. Incident Manager)
• Responsible for keeping the Capacity Management process meticulously up-to-date with high quality in close collaboration and cooperation from Infrastructure and Application Development Teams.
• Drive the ITIL processes to the future scope in relation to cloud, agile and DevOps adaptation
• Develop and maintain IT service catalogues and service level agreements (SLAs/OLAs) to ensure that IT services are aligned with business requirements. Monitor and report relevant KPIs
• Coordinate and evaluate strategic and complex projects and activities in own domain
• Coordinate projects by ensuring that work packages are properly, allocated and followed-up in accordance with the project charter
• Ensure ICT hardware and software assets and their configurations are known, recorded and accessible
• Provide expert advice and recommendations to find appropriate solutions and actions to contribute to the achievement of the team objectives and stay abreast of developments and best practices in own domain of expertise

Qualifications

• University degree (minimum an equivalent to a Bachelor) preferably in Science, Information Systems or similar relevant fields
• At least 5 years of relevant experience in ITIL Process Management, including experience in Service Management.
• ITIL Foundation certification is required. Knowledge of ITIL processes related to cloud and hybrid environments would be an advantage
• Demonstrated Capacity Management experience in a large-scale, multi-platform and/or Hybrid (Cloud/On Prem) environment would be an asset
• Being familiar with IT infrastructure and BMC Smart IT or similar tool would be an advantage
• Effective communication abilities as well as collaboration with impact
• 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 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: 12th December 2023

#LI-POST