ITIL Service Management Expert (EU Institution) - hybrid in Poland

Who are we?

KEYES is a dynamic global organization that takes pride in being the trusted partner of EU Institutions. With strong commitment to excellence and a 30-years track record of delivering high-quality solutions, we are dedicated to supporting the growth and success of our clients. Our Mission is to help our clients keep up with the challenges of digital transformation by providing the right talent at the right time for the right job. To this end, we are constantly looking for talented professionals who are interested in working on challenging international projects and able to deliver high-quality results within multicultural environments. Our services include (but are not limited to) modernization of solutions, digital workspaces, cloud technologies and IT security. Our Headquarters are in Brussels and we have active accounts and offices across Europe (i.e. Luxembourg, Amsterdam, Athens, Stockholm, Geneva).

Is this YOU?

For our customer based in Warsaw, Poland - an European Institution, we are looking for ITIL Service Manager Expert based in Poland to join a long-term mission in the area of cybersecurity, public sector and law enforcement. You will play a key role in managing business architecture, guiding solution designs, and fostering collaboration among business architects and project teams to ensure coherence with the customer’s long-term vision.

Please note that the role requires 80-100% hybrid presence at the client’s headquarters in Warsaw, meaning that being based 2-3 hours by ground transportation from Warsaw will be required.

More specifically, you will be responsible for…

• Supporting execution of the existing IT service management processes

• Analysing existing IT service management processes

• Identifying risks and weak points and recommending improvements

• Advising on the best IT service management practices

• Preparing, documenting and implementing improvement plans

• Supporting implementation and customisation of ITSM solution

• Participation in projects related with implementation and customization of ITSM solution

• Preparing required policies and Standard Operating Procedures (SOPs) supporting IT service management processes

• Creating a positive customer experience

• Other specific duties as assigned by the ICT SCSMT team leader.

#LI-VB1

Are you the perfect match?

• University degree (BSc/MSc)

• At least 3 years (full time) experience at the similar position

• At least 2 years (full time) experience in managing ICT service delivery and/or ICT operations

• At least ITIL Intermediate certificate (ITIL Expert certificate preferred)

• Excellent practical knowledge of IT Service Management

• Practical experience with ITSM solutions

• Well understanding of complex information systems and their interoperability

• Excellent understanding and practical knowledge of IT technologies and information systems technical components

• Familiarity with project management approaches, tools and phases of the project lifecycle Skills:

• Excellent communication skills (in written and verbal communication)

• Very strong sense of responsibility

• Accuracy and attention to details

• Very good organizational skills

• Very good reporting skills

• Supportive and helpful personality with co-operative and service oriented attitude

• Forward looking with a holistic approach

• High level of motivation and initiative.