FA-26033 HEAD OF IT OPERATIONS

Permanent contract | Belvaux Are you passionate about research? So are we Come and join us The Luxembourg Institute of Science and Technology (LIST) is a Research and Technology Organization (RTO) active in the fields of materials, environment and IT. By transforming scientific knowledge into technologies, smart data and tools, LIST empowers citizens in their choices, public authorities in their decisions and businesses in their strategies. Do you want to know more about LIST? Check our website: https://www.list.lu/ Context At LIST, IT Operations & Service Delivery is far more than a support function — it is the operational backbone that enables 840 researchers, engineers, and administrative professionals to perform at the forefront of science and technology. The Head of IT Service Delivery & Operations holds a strategic management position within the IT function, accountable for the quality, operational security, and resilience of all IT services delivered to the organisation. This role shapes how IT services are experienced across LIST — from the first contact a user has with the Service Desk to the operational security and compliance posture of the organisation's endpoints and systems. The position sits at the intersection of service excellence, operational risk, and digital workplace strategy, and plays an integral role in the IT management team alongside the Heads of IT Infrastructure, Applications, and Information Security. Moreover, it is expected from the selected candidate to play an integral strategic advisory role within the IT Service Management team and Head. And directly supports critical IT transversal projects. In a research-oriented environment where IT users range from computational scientists to environmental engineers and corporate functions, the ability to translate diverse and complex needs into reliable, well-governed IT services is a genuine strategic differentiator. This role is expected to build the operational foundations that support LIST's ambitions — today and as the organisation grows. Your team and environment Your team
- 10 people across 3 areas
• Service Desk
- 6 committed professionals | first line of support for 840 users across research and administrative functions
• Operational Security
- 3 specialists | endpoint protection, access management operations, patching, and incident response support
• Software Asset Management
- 1 professional | licence compliance, CMDB, and vendor accountability The IT Operations Office is structurally distinct from the Information Security. On a day-to-day basis, you will work closely with the Head of Information Technologies Service, your manager. He’s in charge of 4 Offices, including the IT operations one. In total, around 40+ people (IT Service). Description You will be mainly responsible for: IT Operations Management & Governance
• Define and lead the IT Operations strategy, shaping LIST's operational IT model in alignment with the overall IT strategy and the organisation's research and innovation ambitions.
• Establish and own the IT Operations governance framework — including operating model design, role clarity, accountability structures, escalation structures, and cross-domain coordination with Infrastructure, applications, and Information Security.
• Act as a full member of the IT management team: contribute to strategic planning, organisational risk management, investment prioritisation, and the long-term evolution of IT services at LIST.
• Develop and grow a team of 10 professionals across Service Desk, Operational Security, and Software Asset Management — building capability, fostering a culture of service excellence, and enabling career growth.
• Represent IT Operations in internal governance bodies, senior stakeholder discussions, and, where relevant, external engagements (audits, vendor negotiations, regulatory interactions). Service Management, End User Computing & User experience
• Define and own the digital workplace strategy for LIST's 850-person organisation — covering device lifecycle, workplace services, operating environment standardisation, and support for hybrid and remote working models.
• Shape users experience with ITSM as a strategic product: set service standards, promote user satisfaction, and ensure IT is perceived as a reliable, responsive, and enabling partner across research and administrative functions.
• Own Service Desk performance as a reflection of IT's reputation — building a support culture that balances efficiency with genuine user-centricity in one of the most technically diverse user communities in Luxembourg.
• Coordinate communication strategy for IT operational changes, incidents, and service evolutions — ensuring that end users, managers, and senior stakeholders are informed, prepared, and engaged. Incident, Request & Operational Control
• Coordinate incident and request management, ensuring effective prioritisation, timely resolution, and transparent stakeholder communication
• Own and coordinate major incident management, including stakeholder communication, root cause analysis, and tracking of corrective actions IT Security Operations & Patching
• Co-own LIST's operational risk posture alongside and in smooth collaboration with the Head of Information Security and Head of IT Infrastructure — ensuring that security is embedded in day-to-day operations, not treated as an external constraint.
• Oversee the IT Security Operations function, ensuring operational execution of security controls: endpoint protection, identity and access management operations, vulnerability remediation, and incident response.
• Own the organisation's patching and vulnerability management cycle — establishing a risk-based, structured approach to remediation across servers, endpoints, and core systems.
• Contribute to LIST's compliance and audit readiness from an operational perspective, ensuring that IT Operations can demonstrate control effectiveness to internal and external stakeholders. Asset, License & Vendor Management
• Own IT asset and configuration management, ensuring CMDB accuracy and lifecycle management
• Oversee software license management, ensuring compliance, cost optimisation, and vendor accountability
• Manage operational vendor relationships and service providers, ensuring performance against SLAs and contractual commitments
• Support budgeting, forecasting, and cost control related to IT operational services Performance Monitoring & Continuous Improvement
• Define, monitor, and report on service performance using KPIs, SLAs, operational metrics, and user satisfaction indicators
• Review trends, recurring incidents, and systemic issues, coordinating structured continuous service improvement initiatives
• Promote standardisation, reliability, and operational excellence across IT services Is

Your profile
described below? Are you our future colleague? Apply now Background & experience
• Master’s degree in Computer Science, Information Technology, or a related field.
• Relevant certifications (ITIL, Microsoft, cloud) is a plus.
• Extensive experience (10+ years) in IT Operations management, including hands-on experience in system management.
• Demonstrated ability to define and execute an IT Operations strategy aligned with organisational goals — not just to manage existing processes.
• Experience contributing to senior IT leadership discussions: investment prioritisation, risk governance, and long-term service planning.
• Track record of driving organisational change through IT — whether through service model redesign, tooling transformation, or cultural shifts in how IT is consumed and valued.
• Proven experience managing Service Desk, End User Computing, and operational IT teams
• Demonstrated experience implementing and running ITSM processes and tools
• Practical exposure to IT security operations, system patching, and vulnerability remediation
• Solid technical understanding of enterprise IT environments (collaboration solutions, MS 365, endpoints, servers, networks, identity, applications)
• Strong service-oriented and risk-aware mindset, balancing usability, security, and operational stability
• Proven ability to manage incidents, security events, and operational escalations effectively
• Experience with asset, license, and configuration management in complex environments
• Experience in, or strong exposure to, compliance-driven environments (ISO 27001, NIS2, or equivalent) — relevant given LIST's regulatory context and the operational security scope of this role.
• Strong analytical, organisational, and problem-solving skills
• Excellent communication skills, able to engage with technical teams, management, auditors, and end users
• Strong leadership skills with experience in managing and developing an IT Operations team
• Ability to foster a collaborative and innovative team culture while providing coaching and professional development to team members
• Proven ability to build and maintain strong relationships with business leaders, vendors, and other stakeholders
• Solid project management skills, with the ability to manage multiple projects and priorities concurrently You are probably not our candidate if… ✗ You see IT Operations as purely a delivery function — this role requires a genuine strategic voice at the IT leadership table, with the ability to shape how the organisation thinks about IT as an enabler of its mission, with proven track record of successfully managing diverse technical solutions. ✗ You have managed IT operations exclusively in environments with fewer than 300 users
- the scale and diversity of an 850-person RTO will be a steep curve ✗ You are looking for a very stable environment with “perfect” processes and tools, etc ✗ You are primarily a technical architect or engineer looking for a step into management
- this role requires seasoned leadership, not a first exposure to people management ✗ You are uncomfortable operating with autonomy
- we value initiative and self-direction ✗ You expect a homogeneous, technically predictable user base
- our users include physicists, environmental engineers, software developers, administrative staff… with vastly different technical profiles and expectations ✗ Your approach to service improvement is based primarily on intuition rather than data
- we expect decisions to be grounded in metrics, SLA analysis, and structured root cause methodology ✗ You are not fluent in English
- both languages (English and French) are actively used within the IT team and with the broader research community Language skills
• Fluency in English both oral and written.
• Good level in French. Your LIST benefits
• An organization with a passion for impact and strong RDI partnerships in Luxembourg and Europe that works on responsible and independent research projects
• Sustainable by design, empowering our belief that we play an essential role in paving the way to a green society
• Innovative infrastructures and exceptional labs occupying more than 5,000 square metres, including innovations in all that we do
• An environment encouraging curiosity, innovation and entrepreneurship in all areas
• Personalized learning programme to foster our staff’s soft and technical skills
• Multicultural and international work environment with more than 50 nationalities represented in our workforce
• Diverse and inclusive work environment empowering our people to fulfil their personal and professional ambitions
• Gender-friendly environment with multiple actions to attract, develop and retain women in science
• 32 days’ paid annual leave, 11 public holidays, 13-month salary, statutory health insurance
• Flexible

working hours
, home working policy and access to lunch vouchers Apply online Your application must include:
• A motivation letter oriented towards the position and detailing your experience
• A CV with contact details
• Contact details of 2 references Please apply ONLINE formally through the HR system. Applications by email will not be considered. Application procedure and conditions We kindly request applicants to provide their nationality for statistical purposes only, as part of our commitment to promoting diversity and ensuring equal opportunities in our workforce. This information will be kept confidential and will not be used for any discriminatory purposes. LIST is dedicated to maintaining an inclusive work environment and is an equal opportunity employer. We are committed to attracting, hiring, and retaining a diverse workforce. All applicants will be considered for employment without discrimination based on national origin, race, ethnicity, gender, sexual orientation, gender identity, marital status, religion, age, or disability. Applications will be continuously reviewed until the position is filled. An assessment committee will thoroughly evaluate applications, adhering to guidelines designed to ensure equal opportunities. The primary criteria for selection will be the alignment of the applicant's existing skills and expertise with the requirements mentioned above. As part of our recruitment process, the selected candidate might be subject to a background check in accordance with applicable laws and institutional policies. Further checks and restrictions might apply to candidates in compliance with export controls requirements For the purposes of the position and in accordance with applicable legislation, the successful candidate may be requested to provide a recent criminal record certificate. This position offers a gross monthly salary between €7460 and €9742, paid over 13 months (€96.980–€126.646 annually-index 992.24) based on full‑time employment. The final salary offer within this range will be determined based on the candidate’s overall profile, qualifications and professional experience. For part‑time employment, the salary is adjusted pro rata.