Service Catalogue Manager (Warsaw, near-site) – EU Public Organisations at The White Team

Capon Bridge, West Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Aug, 26

Salary

270.0

Posted On

11 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, Service Catalogue Management, Service Request Catalogue Management, ServiceNow, ITIL, Application Catalogue Management, KPI Reporting, Stakeholder Management, Technical Documentation, SOP Development, Data Quality Management, Interoperability, Communication Skills, Organizational Skills, Analytical Thinking, Service Lifecycle Management

Industry

IT Services and IT Consulting

Description

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.

Responsibilities

Responsible for the management, maintenance, and continuous improvement of the IT Service Catalogue, Service Request Catalogue, and Service Offerings. This includes defining practices, ensuring data accuracy within the ITSM tool, and reporting on KPIs.