Service Lead for the Trans-European Support and Operation Team
Brussels, Belgium
2 dagen geleden

Job Description

A day in the life of a Service

In the context of the Digital Europe Programme project, the EUSS- Lot2 Consortium is searching for an experienced service lead for support and operations.

Your main duties will be :

  • lead the day-to-day management of all IT processes focusing in Incident Management including co-ordination of fix activities.
  • work with operations and engineering team to ensure 24x7 availability of service offerings.
  • organize and facilitate IT Incident meetings and assist, where necessary, with Business incident meetings.
  • assist in the delivery of service management reporting.
  • aid in the response to service impacting incidents, with the managing and organizing of resolver groups, incident meetings and ensuring appropriate updates and actions are communicated to key individuals and real time updates recorded in the ticket logging system.
  • conduct trend analysis of incident data providing reports on hot issues to relevant groups.
  • facilitate and co-ordinate Problem Management root cause activities on incidents where required, tracking actions, owners and deadlines.
  • assess key IT projects / initiatives to identify possible impacts on the business, and communicate accordingly to ensure there is awareness of upcoming changes and their implications.
  • create and maintain documents (E.g., Incident reports and Root Cause Analysis documents, user guides,etc.).
  • assist in the development and implementation of new IT Service Management processes and procedures where applicable.
  • initiate and manage bridge calls, post incident reviews, root cause meetings and business and customer service reviews where appropriate.
  • create and maintain items to the known errors database to aid the Problem Process.
  • participate in process improvement initiatives to help the team work more efficiently and effectively.
  • help the management of Service Desk team with daily tasks - incoming emails, user creations, password resets where required.
  • If you have

  • Bachelors or Master’s degree.
  • Team-centric mentality comfortable working in a highly talented and dynamic team.
  • Ability to manage multiple, varied activities.
  • You will have demonstrable experience in IT Service Delivery, including Incident, Problem and Change processes.
  • Good interpersonal and relationship building skills, with the confidence and ability to influence others.
  • You will have the ability to adapt to and inspire change, and to prioritize in a crisis
  • You will possess strong verbal and written communication skills, alongside developed organizational and planning abilities.
  • At least 5 years of relevant experience.
  • If you have an ITIL qualification (including Foundation level) in Incident, Problem, Change or Release Management (intermediate or practitioner level) we would love to talk to you.
  • English is mandatory and other European languages are nice to have.
  • then this position is suitable for you!

    Working conditions :

  • Work shifts of 8 hours covering the time range between 08 : 00 am and 06 : 00 pm from Monday to Friday with some flexibility required when overtime is exceptionally needed + Standby service (On requirement basis) 06 : 00 pm >
  • 08 : 00 am + weekends and during public and Commission holidays.

  • Occasional travel may occur.
  • Additional Information

    This position comes with :

  • Competitive compensation packages
  • Continuous learning (with the most modern methods - unlimited access to Udemy for Business), and fast career growth
  • Interesting and challenging tasks within large-scale projects
  • An international dynamic within a fast-paced working environment
  • The opportunity to work in a diverse environment with talented colleagues
  • We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited.

    At Netcompany-Intrasoft we respect human rights as part of our culture, and we focus on creating a positive workplace in which all employees are valued and where diversity and inclusivity are welcomed.

    The safety and well-being of our employees remain our top priority. Please note that Netcompany-Intrasoft’s recruitment process is being conducted virtually due to preventive measures against the Covid-19 pandemic.

    Our culture

    Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values :

    Be the link of a great team that forms a unique network across departments, countries and business units and operates with trust, open communication, transparency and respect.

    We make it happen with our expertise, accountability and solution-driven attitude. We always strive for improvement, always with an eye on the big picture.

    We learn & evolve by embracing a culture of building on our experiences, sharing our knowledge and developing our skills.

    We are always open to new ideas and invite all our colleagues to contribute with theirs.

    We fuel creativity in every aspect of our everyday life at Netcompany - Intrasoft; in the solutions and products we design and the initiatives we undertake.

    We share customer success by understanding their unique needs, corresponding to their vision, and exceeding their expectations.


  • Please submit your CV in English
  • All applications will be treated as strictly confidential.


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