Chapter Lead

Role: Chapter Lead – Service Operation Manager Lead

Location: candidates have to be on-site in Luxembourg or proximately (EU citizenship is obligatory)

Start date: asap

Duration: 6 months with possible extension

Fluency in English (written and spoken) is required; proficiency in any other European language is a plus.

Overview:

We are seeking an experienced and dynamic Service Operation Manager (SOM) to oversee the operational chapter for the Cosmos project, which is responsible for delivering IT services from datacenter activities to public cloud middleware platforms for DIGIT (EU Commission). You will lead a team of 140 members and play a crucial role in ensuring that operations run efficiently, timely, and in accordance with client expectations.

Key Responsibilities:

• Operational Leadership: Take overall responsibility for the daily operations, ensuring that services are delivered in alignment with contractual agreements and performance standards.
• Team Management: Lead and manage a team of 140, including overseeing staffing, performance management, and the professional development of team members.
• Coordination & Communication: Maintain consistent communication with Cosmos project management, staff, and stakeholders to ensure seamless operational execution.
• Service Delivery: Ensure that all operational activities remain on track and are delivered on time, adhering to agreed SLAs and quality metrics.
• Customer Support: Act as the primary point of contact for the customer (DIGIT) for all operational support needs, fostering strong client relationships.
• Continuous Improvement: Implement strategies and processes to improve efficiency, scalability, and service quality across operations.
• Staffing & Resource Management: Track staffing requirements and manage the hiring process for the operations team, ensuring the chapter is adequately resourced at all times.
• Incident & Problem Management: Ensure proper handling of incidents and problems to minimize service interruptions and resolve issues promptly.

Key Qualifications:

• Experience: 8+ years of experience in IT service operations, with at least 3+ years in a leadership role managing large teams (100+ members).
• Technical Knowledge: Familiarity with datacenter operations, public cloud infrastructure, and middleware platforms. Understanding of cloud services and related technologies is essential.
• SAFe/Agile Expertise: Experience working in agile environments (preferably SAFe) and an understanding of vertical (service-oriented) and horizontal (function-oriented) team structures.
• Leadership Skills: Proven ability to lead, motivate, and develop large teams, with a focus on delivering high-quality IT services.
• Communication: Excellent verbal and written communication skills, capable of interfacing with both technical staff and senior management, as well as clients.
• Problem-Solving: Strong analytical skills to resolve complex issues quickly and efficiently.
• Customer-Focused: Ability to maintain and strengthen customer relationships, ensuring the highest level of satisfaction with the services provided.
• Education: Bachelor's degree in Information Technology, Computer Science, or related field preferred.

Additional Skills:

• Experience in managing operations in large, complex projects.
• Strong understanding of ITIL or similar frameworks for IT service management.
• Ability to handle high-pressure situations and drive swift resolution.