We are looking for an experienced On-site Service Delivery Manager to oversee service delivery activities at Europol premises in The Hague. The selected candidate will be responsible for ensuring high-quality ICT service delivery, coordinating operational teams, managing non-standard service requests, supporting continuous service improvement, and acting as a key interface with the customer.
This is a full-time on-site position at Europol HQ and, where required, at satellite buildings in The Hague. Remote work may only be possible when authorised or required by Europol.
Key responsibilities
The On-site Service Delivery Manager will be responsible for:
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Managing and coordinating day-to-day ICT service delivery activities.
- Leading and supporting Service Desk personnel.
- Coordinating and managing Non-Standard Service Requests.
- Ensuring high-quality customer service and professional communication with stakeholders.
- Preparing service reports and operational updates in professional English.
- Supporting onboarding and training of new Service Desk personnel.
- Monitoring service performance and identifying opportunities for continuous improvement.
- Applying critical thinking and sound decision-making in operational situations.
- Ensuring attention to detail in task follow-up, reporting, and service coordination.
Required experience and qualifications
The ideal candidate should have:
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At least 5 years of experience in similar service delivery or ICT support management roles.
- At least 3 years of experience leading a team.
- Strong customer service orientation.
- Excellent leadership, organisational, and task management skills.
- Strong communication and reporting skills in professional English.
- Ability to coordinate resources and manage priorities effectively.
- A proactive mindset focused on service improvement and innovation.
- Strong analytical, critical-thinking, and decision-making skills.
Required certification
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ITIL Foundation Certification.
Technical skills
The candidate should have:
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In-depth knowledge of ServiceNow.
- Strong knowledge of Windows 11 and the Microsoft Office suite.
- Sound knowledge of ICT equipment, including laptops, desktops, iPhones, and iPads.
- Strong skills in Excel, Word, PowerPoint, and service reporting.
Desirable knowledge:
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ICT monitoring tools such as Nagios XI/Core, Splunk, Dynatrace, or Grafana.
Language requirements
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English C1 minimum, both conversational and technical.
- Knowledge of the international/NATO phonetic alphabet.
Security requirements
The candidate must hold, or be able to obtain before service start CONFIDENTIEL UE / EU CONFIDENTIAL clearance or higher.
