IT Service Manager

  • IT Service Manager

    Deadline For Application: asap

    For ESA ESTEC, we are currently looking for a candidate with at least 10 years of experience in IT and 3 years in managing IT teams, knowledge of enterprise IT, customer oriented, management, and leadership skills;

Job overview

The European Space Agency is ATGs biggest client. They are an international organisation with 22 member states with sites in the Netherlands, Germany, Spain, France, Italy, UK and Belgium. ESA is Europes gateway to Space!

For one of our main customers ESA ESTEC, we are currently looking for the ideal candidate with at least 10 years hands-on experience in IT and 3 years in managing IT teams, good knowledge of enterprise IT technologies, with good customer service, management, and leadership skills;


Tasks & Responsibilities

  • Manage the daily activities ATG technical IT service contract;
  • Provide leadership, coaching and direction to the IT team;
  • Ensure service contract KPIs and SLAs are met and ensure customer satisfaction;
  • Offer innovative solutions that meet the needs of the customer, while following department IT strategy;
  • Manage projects by creating timelines, assigning technical resources and keeping customer and management informed of progress;
  • Mentor and direct team members for timely completion of assigned projects;
  • Perform lifecycle management of all technical equipment;
  • Oversee infrastructure upgrades, modifications and deployments;
  • Conduct risk assessment and develop mitigation plans;
  • Perform root cause analysis of infrastructure problems and develop resolution plans;
  • Act as internal team escalation point for any technical matter;
  • Translate user needs into technical requirements and assist in implementing them;
  • Provide management with input in preparing multi-year investment plans;
  • Produce service reports and technical documentation;
  • Ensure system documentation and service deliverables are produced and kept up to date, including FAQs and user portals;
  • Conduct regular team meetings, to discuss about project issues and general status of tasks;
  • Perform yearly team member evaluations, including the definition of training plans for each colleague.

Requirements

  • A Bachelors or Master Degree in Computer Science or a Related Field is preferred;
  • The ideal candidate shall have at least 10 years hands-on experience in IT and 3 years in managing IT teams, good knowledge of enterprise IT technologies (storage, backup, virtualization, security, etc);
  • Good customer service, management, and leadership skills;
  • Ability to keep up-to-date with market trends and technology;
  • Proactive and customer-focused mind-set, with attention to detail and ability to think analytically;
  • Good time management skills and ability to multitask/work under pressure;
  • Excellent problem solving, decision making;
  • Very good written and verbal Communication skills in English;
  • ITIL certification a plus;
  • Candidates must be eligible to work in EU.

What do we offer

ATG Europe offers excellent working conditions and provides you with all the necessary means to further your career. We believe that training and education, combined with regular assessments and a personal development plan, will create the best environment for growth. If needed we also assist you with settling in your new home or finding the right school for your children. ATG will help in any way it can, including a relocation budget that is applicable for ATG staff as well as employees working at one of our clients.