Your tasks: Coordinate the resolution of the incidents; Monitor and report on operations and on capacity consumption, and liaison with internal and external stakeholders; Plan, prepare, coordinate and monitor systems testing activities (FAT, SAT, etc.); Perform conformance testing for all phases of testing with multiple subcontractors; Plan and coordinate roll-out of applications to operations, new releases deployment to operations and perform application migration activities including data migration; Plan and coordinate integration activities with major platforms, other service applications providers and application providers; Define KPIs, as well as the monitoring and reporting on all quality indicators; Ensure accurate and early incident response, appropriate configuration management, proactive maintenance and tuning coordinating with multiple sub-contractors and Business Users; Manage and coordinate activities related to incident, problem, change, configuration and release management; Ensure that deliveries are on time and according to the Service Level Agreement (SLA); Report on the service status (SLA, actions, risks, issues, decisions, changes, etc.); Produce and/or review documents; Ensure compliance with internal standards, raising warnings in case of non-respect of these; Provide accurate and timely support to Business Users questions and issues. Requirements A minimum of 11 years of experience in IT service management of large scale critical IT systems with multiple stakeholders, some of them in a public administration; At least 5 years of experience in incident management, problem management, ITIL process compliance and IT service management tools, BPM modelling and BPM modelling tools; Expert knowledge and extensive experience of XML, data structure and modelling as well as UML and Data Modelling; Experience with Project Management tools (such as MS Project, Word, Excel and Visio); Proficient in progress monitoring and reporting to all levels within the organisation and involved stakeholders; Experience with the configuration management, release management, service support, service delivery and business continuity of large-scale IT systems; Extensive experience with all the software development lifecycle phases and deliverables; Expert technical knowledge in standard technologies like BPMN, XML, Java, Oracle, Linux, WebLogic, web-services, workflows, SOA and software development methodologies; Knowledge of Function Points analysis (IFPUG); Good organisational, coordination and reporting skills (timely, accurate, consistent, synthetic); Extensive experience with CMMI, drafting of SLAs, OLAs; Ability to give presentations, produce minutes, notes, service level agreements, terms of collaboration, planning schedules in English; ITIL Certification and UML Certification are very important assets; Expert knowledge of Project Management and Software Development methodologies are a definite asset (PRINCE2, PM2, Agile@EC, SCRUM, etc.); Experiences in IT service management for customs related IT systems are an asset.