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Service Operations Manager (M/F)

Computer Sciences Corporation (CSC) is a global leader of next-generation information technology (IT) services and solutions. Our mission is to enable superior returns on our clients’ technology investments through best-in-class industry solutions, domain expertise and global scale. CSC has approximately 56,000 employees across the globe.


Focusing on CSC Luxembourg part of South and West Europe Region, its 110 employees and a high recognized expertise in outsourcing and IT Infrastructure operations, we are looking for a:


Service Operations Manager


to be part of a long term project for one of our key client and its subsidiaries in different European countries.


The Service Operations Manager is responsible for leading, managing, developing the operations teams, for systems administration, operations, maintenance and supporting of operations staff.


The Service Operations Manager organizes system event and performance monitoring, reviews and directs service support tickets, oversees coordination of major incident resolution, provides status reports.  This includes managing IT, Operations Management, Service Desk, System Administration, Database Administration, and the other technologies we support.


This role will require close coordination with Leadership to support the development and maintenance of operational processes and the ability to manage resources to meet Service Level Agreements. 


The role will suit a strong Operations Manager with extensive experience of Programme/Project management coupled with experience of; Budget Monitoring, Service Delivery and People Management.


The ideal candidate will have previous operations management experience, a natural talent for getting the best out of teams and an understanding of the technologies we support.


Main activities/profile:


  • Manage the operational execution of the, including planning activities as well as problem and change coordination.

  • Be accountable for the overall activities of the different operational teams

  • Manage the Operational teams:

  • Be the point of escalation for all the operational issues regarding planning, succession, evaluation, low performers management…

  • Have a global overview on the Operations staffing and plan its evolution

  • Participate in the interview process and evaluation process

  • Establish regular service reviews ensuring that all service issues are raised and dealt with effectively and within required time scales including reports

  • Implement new internal and operational processes

  • Recommends IT strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.

  • Provide advices on architectures and future technological evolution from a ITIL Service Transition and Service Operations point of view

  • Ensure that all day-to-day operational activities are carried out in a timely and reliable way by the teams

  • Be accountable for incident and request management including the communication to the upper management of the Commission and the Consortium

  • Stay current with new technologies and techniques as appropriate



  • BS/BA in Computer Science or related field or the equivalent work experience combination.

  • Minimum 10 years of related work experience with both operational and technical experience, programme. Portfolio and project management are considered as an asset

  • Full life-cycle for IT systems and operations. Software development is considered as an asset

  • Technical background in business architecture, infrastructure and or technical management

  • Implementation of standardized governance processes, monitoring and compliance

  • General IT understanding and technologies: windows, Unix, Weblogic, Oracle, JAVA, SQL, VMWare, SAP, Tomcat,…

  • Business analysis, risk management and reporting

  • Outstanding communication & collaboration talents for high-pressure mission critical environments

  • Knowledge of ITIL functions and processes

    Soft skills required:

  • Ability to work and communicate in a multi-cultural environment;

  • Service-oriented mind-set;

  • Initiative, accuracy and attention to detail;

  • Fluent in English (written and spoken) is essential;

  • Any other European language is a plus.


    Be part of a competitive international IT actor located in Luxembourg!

    If you are passionate and results oriented, if you share our partnership culture with the client and wish to contribute to our success: Join us.

    We offer an attractive & various work environment and a continuous learning path to match our client’s strategy and develop our technical expertise


Lieu   Gasperich
Salaire To be discussed
Catégorie IT / Programmation
Termes CDI, Temps plein
Dernière mise à jour 15/01/2017

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