The European Patent Office is seeking an Internal Customer Manager
in IM PD Service Operations
(two posts)
Job group 4 (administrator)
Grade G7-G10
Place of employment: The Hague (NL) and Munich (DE)
Deadline for applications: 13.3.2015
The European Patent Office (EPO) is the second-largest intergovernmental organisation in Europe, employing almost 7 000 staff from over 30 countries. The EPO strives to support innovation and promote a knowledge-based society in Europe. Its mission is to secure the highest quality standards in patenting.
Its Information Management (IM) department has some 450 permanent staff, as well as a number of managed service providers, working on IT and information processing, with a professional and proactive focus on supporting the EPO's different business processes.
Within IM, the mission of the Directorate Service Integration & Management (SIM) is to manage the transition of project solutions into the production service environment and to ensure delivery of IM services in line with the agreed service levels.
We are looking for two Internal Customer Managers who will develop and maintain relationships between customer representatives and the IM department, by collaborating with stakeholders, planning and establishing Service Agreements that support business goals via delivered IT services.
Main duties
The Internal Customer Manager will
- build service relationships with internal customers and internal and external service providers
- assist in the establishment and management of IT service agreements (Service Level Agreements, Operational Level Agreements or Underpinning Contracts)
- ensure that service agreements are measured and achieved, and that client expectations are met
- identify and assist in the facilitation of service improvement initiatives
- provide "quality of service" reports to an agreed schedule (or on request)
- facilitate supplier and customer service review meetings
- assist in the management of IT-service-related issues and escalate with internal and external providers to ensure that customer satisfaction is maintained
- support IT projects and initiatives to meet the agreed business goals, assisting in the operational acceptance of the IT services being delivered
- provide an interface into the IT Service Management disciplines of IT service providers.
The ideal candidate will have
- 10 years' direct work experience in an IT service- or project-management capacity, including all aspects of IT service delivery and operations
- strong knowledge of current ITIL best practices
- excellent documentation, planning and organisation skills
- ability to deal tactfully with colleagues and external contractors who provide a broad spectrum of services
- experience at working both independently and in a team-oriented, collaborative environment
- sound analytical skills when evaluating service requirements
- excellent negotiation and communication skills
- ability to elicit cooperation from a wide variety of sources
- proficiency in conducting research into service-related issues, best practices, models and methodologies
- positive attitude to the overall delivery of IT services to the business
- excellent knowledge of English and ability to understand the other two EPO official languages (German & French).
Functional competencies
Specific skills, knowledge and behaviour required for this role:
- Service Level Management
- Contract Management
- Information and Knowledge Management
- Relationship Management
IM Functional competencies description
Minimum qualifications
Diploma of completed university studies at Master’s level or - in exceptional cases - equivalent professional experience. Excellent knowledge of one official language** and ability to understand the other two. In exceptional cases, excellent knowledge of one official language and ability to understand another. In such cases, a fixed-term contract of up to three years could be offered.
The successful candidate will be selected on the basis of qualifications and relevant experience, supplemented as appropriate by interviews, tests and/or a personality questionnaire.
It is intended to hold the interviews in April in The Hague.
Recruitment process
At the end of our selection process, we may place suitable candidates on a reserve list for a limited period of time. Being on a reserve list doesn't guarantee a job offer or imply any entitlement to employment at the EPO. You will be considered automatically for vacancies in your field. No action is required on your part unless we contact you.
Indicative salary and benefits
The EPO offers competitive salaries, an excellent social package, and varied work in a modern international environment. The net salary for this vacancy ranges from EUR 4 500 to 6 500 per month, depending on experience. The EPO also operates contributory medical-insurance and pension schemes. In addition, depending on their personal circumstances, EPO staff may be entitled to relocation benefits and various allowances.
Application until: 13.3.2015
Please apply by sending us your online application
Instructions for online job applications to the European Patent Office