Service Operation Manager

Job Title:Service Operation Manager

Location: Luxembourg, NONE

Employment Type: 

Contract

Overview:
Halian is seeking an experienced and dynamic Service Operation Manager (SOM) to oversee the operational chapterof a project, which is responsible for delivering IT services from datacenter activities to public cloud middleware platforms for an European Institution. You will lead a team of 140 members and play a crucial role in ensuring that operations run efficiently, timely, and in accordance with client expectations.
Key Responsibilities:

• Operational Leadership: Take overall responsibility for the daily operations, ensuring that services are delivered in alignment with contractual agreements and performance standards.
• Team Management: Lead and manage a team of 140, including overseeing staffing, performance management, and the professional development of team members.
• Coordination & Communication: Maintain consistent communication with Cosmos project management, staff, and stakeholders to ensure seamless operational execution.
• Service Delivery: Ensure that all operational activities remain on track and are delivered on time, adhering to agreed SLAs and quality metrics.
• Customer Support: Act as the primary point of contact for the customer (DIGIT) for all operational support needs, fostering strong client relationships.
• Continuous Improvement: Implement strategies and processes to improve efficiency, scalability, and service quality across operations.
• Staffing & Resource Management: Track staffing requirements and manage the hiring process for the operations team, ensuring the chapter is adequately resourced at all times.
• Incident & Problem Management: Ensure proper handling of incidents and problems to minimize service interruptions and resolve issues promptly.

Key Qualifications:

• Experience: 8+ years of experience in IT service operations, with at least 3+ years in a leadership role managing large teams (100+ members).
• Technical Knowledge: Familiarity with datacenter operations, public cloud infrastructure, and middleware platforms. Understanding of cloud services and related technologies is essential.
• SAFe/Agile Expertise: Experience working in agile environments (preferably SAFe) and an understanding of vertical (service-oriented) and horizontal (function-oriented) team structures.
• Leadership Skills: Proven ability to lead, motivate, and develop large teams, with a focus on delivering high-quality IT services.
• Communication: Excellent verbal and written communication skills, capable of interfacing with both technical staff and senior management, as well as clients.
• Problem-Solving: Strong analytical skills to resolve complex issues quickly and efficiently.
• Customer-Focused: Ability to maintain and strengthen customer relationships, ensuring the highest level of satisfaction with the services provided.
• Education: Bachelor's degree in Information Technology, Computer Science, or related field preferred.

Additional Skills:

• Experience in managing operations in large, complex projects.
• Strong understanding of ITIL or similar frameworks for IT service management.

• Ability to handle high-pressure situations and drive swift resolution.

Requirements:

• EU citizenship.
• Fluency in English (written and spoken) is required; proficiency in any other European language is a plus.