• Coordinate and ensure the efficient delivery of services as defined in MoUs and associated SLAs
• Ensure SLA achievement and high level of customer satisfaction
• Manage incidents and change managements (ITIL definition)
• Manage problems (ITIL definition)
• Propose enhancements to service delivery processes
• Develop and maintain service catalogues including associated cost model
• Propose Service key performance indicators
• Ensure the execution of daily tasks and duties as planned in the services
• Coordinate the execution of projects with project managers and/or business units
• Prepare and provides to the management reports on the service detailing performed activities, measuring the quality of the service and evaluating its compliance with Service Level Agreements
• Ensure appropriate follow-up of issues escalated to other teams
• Organize and prepare monthly service review meetings with management
• Prepare quarterly service review meetings with customers
• Identify service improvements and service development opportunities
• Organize, plan, monitor and report on planned activities and duties
• Ensure efficient capacity planning
• Analyse and propose solutions for the continuous productivity Improvement
• Manage the implementation and monitoring of the cyber defense infrastructure with quality assurance and security
• Ensures that activities are conducted in accordance with organizational rules, processes and standards
• Evaluates and recommends investments based on new technologies
• Ensures the effectiveness of the cyber defense infrastructure and associated risk management

• IT Service Management experience
• Cyber Security Service/Program Management

• CISSP (Certified Information Systems Security Professional)
• CISA (Certified Information Systems Auditor)
• CISM (Certified Information Security Manager)
• or an equivalent certification recognized internationally (subject to acceptance as a valid credential by the EU-I)
• ITIL Foundation Certification
• ITIL Practitioner

Following certifications are desirable: 

• ITIL Service Manager Certification
• CRISC (ISACA Certified in Risk and Information Systems Control)

Methodologies: 

• Risk Assessment methodologies: EBIOS, CRAMM, PILAR or equivalent (subject to acceptance by the
  EU-I) with at least 1 year experience

Standards: 

• ITIL V3 (at least 8 years)
• Project management methodologies such as PMBOK from PMI or equivalent - subject to
  acceptance by the EU-I (at least 3 years)

Specific Skills: 

• Networking (TCP/IP, SNMP, DNS, Syslog-ng, etc.)
• Experience with Service/Program management (at least 8 years)
• Products/Tools:
  
  • Project management tools such as MS Project or equivalent - subject to acceptance by the
    EU-I

Candidate Profile: 

The ideal Candidate profile will encompass:

• Entrepreneurial approach, with drive and charisma.
• Seniority in terms of experience (the ideal candidate should have 10/15 years of positive
  business track record)
• Determination and professionalism to build the morale and momentum of the team, so as
  to inject enthusiasm and energy into Unit activity, as well as reflecting in the relationship
  with the clients the winning image of the company.
• Fully aware of the P&L management requirements. Holds a University degree.
• Is not only literate, but well acquainted with the use of IT tools required to prepare
  documents.
• Has good presentation skills and he’s/she is fluent in English, besides the local mother
  tongue to interact with client’s as well as with the International colleagues of the Global
  Account team. Knowledge of German and any other European language will be a plus.
• Customer oriented, with a proper focus on customer satisfaction and service, is able to
  understand end-users requirements and is able to position properly his/her portfolio of
  services and solutions towards the competition.