Duties & Role:

• Organise and assign technical analyses and development activities that relate to new integration requirements to operations teams, and in their role as Service Manager
• Manage activities related to the operational management and evolution of the underlying systems
• Is expected to be part of the programme and service management teams in delivering the new ways of working as defined by the EC.
• Ensure project delivery within time, scope, and budget
• Coordinate cross-functional teams
• Manage onboarding of new tools or features
• Identify and mitigate project risks and issues
• Engage stakeholders to understand collaboration needs and pain points
• Lead change management efforts (communications, training, adoption strategies)
• Conduct workshops, demos, and feedback sessions
• Manage service delivery for collaboration platforms (M365, etc.)
• Monitor ticket queues, SLAs, and service quality
• Coordinate with support teams for incident resolution and problem management
• Lead root cause analysis for recurring issues
• Maintain a service catalogue and knowledge base for collaboration tools
• Drive user adoption and digital literacy across departments
• Identify and resolve barriers to adoption of collaboration tools
• Collect user feedback and continuously optimize service delivery
• Design user-centric solutions for productivity workflows
• Define and enforce collaboration platform governance (naming conventions, access control, data classification)
• Monitor compliance with IT security and data protection policies
• Stay up to date with new features, releases, and best practices
• Drive automation and workflow improvements to boost productivity
• Run pilots and proof-of-concepts for new collaboration technologies

Skill, Knowledge & Experience:

• University degree corresponding to Level 7 of the European Qualifications Framework (which typically corresponds to a master level or 5 years of higher education).
• Language knowledge (spoken and written) corresponding to at least Level C1 in English & Level B1 or higher in French.
• At least 15 years of experience in project and/or service management in the IT field, with at least 5 years’ experience in the field of collaboration and productivity within a large organisation.
• Having at least one version of Project Management certification and at least one certification in Service Management.
• Knowledge and expertise required in these specifications and proposed in the participant’s replies to the technical questionnaire. This will need to be proven during the live interview.