Service Catalogue Manager (Warsaw, near-site) – EU Public Organisations
Join Frontex in Warsaw as Service Catalogue Manager: lead ITIL-based catalogues for EU public services on a long-term, hybrid role (80% remote/20% onsite); security clearance required.
Service Catalogue Manager (Warsaw, near-site) – EU Public Organisations
Profile: Service Catalogue Manager (Service Management, ITIL, Service Catalogue Management, Application Catalogue Management, ServiceNow) – Level Standard.
Place of performance: Frontex Headquarters in Warsaw. 20% onsite + 80% remote. Candidates must be based within two hours of Warsaw.
Security Clearance: Is required - CONFIDENTIEL UE/EU CONFIDENTIAL.
Duration of the mission: 50 months.
Award Criteria: 50% Price / 50% Quality.
Minimum required scoring for interview (%): 70%.
Minimum level of education: Level 4.
Minimum English language skills (CEFR): C1.
Minimum IT relevant professional experience (years): 5 years.
Minimum experience at similar position (years): 2 years in relevant IT roles.
Rate: 260-270€/day (NWH).
· Expected NWH: 220 days x 3 years + 260 days x 4th year.
Required certificates
· Not required, unless indicated as specific requirements below.
Knowledge and skills
Specific expertise:
· Excellent practical knowledge of IT Service Management, in particular IT Service Catalogue Management, Service Request Catalogue Management, and Service Offerings.
· Practical experience customizing and defining IT Service Catalogue Management practices to be followed by the organization.
· Practical experience implementing and managing IT Service Catalogue and Service Request Catalogue.
· Practical knowledge and experience implementing and managing IT Service and Service Request Catalogues within ITSM solutions.
· Practical knowledge and experience implementing and managing Service Catalogue Management practices within ITSM solutions.
· Good understanding of IT services management across the full service lifecycle.
· Good understanding of complex information systems and their interoperability.
Skills:
· Excellent written and verbal communication skills.
· Very strong sense of responsibility.
· Accuracy and attention to detail.
· Very good organizational skills.
· Very good reporting skills.
· Supportive and helpful personality with cooperative and service-oriented attitude.
· Forward-looking mindset with a holistic approach.
· High level of motivation and initiative.
Specific requirements
· Knowledge of applying internal IT policies (e.g. security, data protection) to Service Catalogue service definitions.
· Ability to gather, document, and validate service requirements with Service Owners and business stakeholders.
· Skill in maintaining Service Catalogue data quality in line with defined naming conventions and classification standards.
· Hands-on ability to maintain Service Catalogue content within an ITSM tool, including linkage to service requests or related records.
· Ability to produce and interpret Service Catalogue KPIs and identify data quality or performance issues.
· Skill in creating clear, user-oriented service descriptions and supporting communication of service changes to end users.
· Ability to identify and implement continuous improvements to Service Catalogue Management based on metrics, feedback, or reviews.
· ITIL Expert certification (non-mandatory).
Typical tasks and responsibilities
Service Catalogue Management:
· Accountability for the management and maintenance of Service Catalogue, Service Requests Catalogue, and Service Offerings.
· Defining, executing, monitoring, and continuously improving Service Catalogue Management practices.
· Ensuring that the IT Service Catalogue contains accurate and up-to-date information.
· Ensuring that the existing Service Catalogue is properly reflected within the ITSM solution.
Monitoring and reporting:
· Setting up and reporting on Service Catalogue Management KPIs.
Documentation and communication:
· Preparing communications for end users regarding new or retired IT services.
· Preparing required policies and Standard Operating Procedures (SOPs) supporting Service Catalogue Management practices.
Collaboration:
· Contributing to other ITIL practices where required.
· Creating and maintaining a positive customer experience.
· Other specific duties as assigned by the team leader.
Travel: By default, travelling in the interest of service is not foreseen for this position/profile.
· Nevertheless, Frontex may exceptionally request to carry out some services at other locations than Frontex Headquarters or other Contracting Authority’s premises.
- Departamento
- IT
- Puesto
- RESPONSABLE DE SERVICIO (SM)
- Ubicaciones
- Warsaw
- Estado remoto
- Híbrido
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