Project/Services Manager

Project/Service Manager

Luxembourg (Hybrid Remote)

Up to 600€ per day - 4-year contract

The Project/Service Manager in the field of collaboration and productivity plays a key role in the design, planning, implementation, and rollout of corporate collaboration and productivity solutions, with a primary focus on the Microsoft platform. This expert provides high technical skills and leadership, collaborating with operations teams on application administration, security, and compliance, while coordinating system changes and monitoring activities with all relevant technical stakeholders. With deep expertise in Microsoft 365 and its underlying technical stack, the consultant brings extensive experience in designing, rolling out and overseeing each component of the ecosystem. They ensure that all solutions and their components consistently meet high standards of security, reliability, and availability. To support operational excellence, the consultant also develops and maintains comprehensive system-level documentation detailing all relevant procedures and activities, Commission européenne/Europese Commissie. 

Tasks:

• Organise and assign technical analyses and development activities that relate to new integration requirements to operations teams, and in their role as Service Manager
• Manage activities related to the operational management and evolution of the underlying systems
• Is expected to be part of the programme and service management teams in delivering the new ways of working as defined by the EC. • Ensure project delivery within time, scope, and budget
• Coordinate cross-functional teams
• Manage onboarding of new tools or features
• Identify and mitigate project risks and issues
• Engage stakeholders to understand collaboration needs and pain points
• Lead change management efforts (communications, training, adoption strategies)
• Conduct workshops, demos, and feedback sessions
• Manage service delivery for collaboration platforms (M365, etc.)
• Monitor ticket queues, SLAs, and service quality
• Coordinate with support teams for incident resolution and problem management
• Lead root cause analysis for recurring issues
• Maintain a service catalogue and knowledge base for collaboration tools
• Drive user adoption and digital literacy across departments
• Identify and resolve barriers to the adoption of collaboration tools
• Collect user feedback and continuously optimize service delivery
• Design user-centric solutions for productivity workflows
• Define and enforce collaboration platform governance (naming conventions, access control, data classification)
• Monitor compliance with IT security and data protection policies
• Stay up to date with new features, releases, and best practices
• Drive automation and workflow improvements to boost productivity
• Run pilots and proof-of-concepts for new collaboration technologies 

Requirements:

• University degree corresponding to Level 7 of the European Qualifications Framework (which typically corresponds to a master's level or 5 years of higher education).
• Language knowledge (spoken and written) corresponding to at least Level C1 in English & Level B1 or higher in French.
• At least 15 years of experience in project and/or service management in the IT field, with at least 5 years’ experience in the field of collaboration and productivity within a large organisation.
• Having at least one version of Project Management certification and at least one certification in Service Management.
• Knowledge and expertise required in these specifications and proposed in the participant’s replies to the technical questionnaire. This will need to be proven during the live interview.