Senior Service Delivery Specialist

Unisys; Strasbourg; On-site; EUR 41,000 - 55,000; Full time

Benefits offered by this job

International environment

Mission-critical EU projects

Collaboration across Europe

Job summary

Unisys is seeking a Senior Service Delivery Specialist to support the operational delivery and continuous improvement of large-scale IT services in a highly international setting in Strasbourg. The role focuses on coordinating service delivery, incident, problem and release management, and reporting to meet SLAs and contractual commitments.

The ideal candidate brings strong IT service management experience (ITIL), excellent stakeholder communication, and the ability to drive continuous service

Qualifications

• Master's degree or equivalent qualification after secondary education.
• Minimum IT service delivery experience and ITIL certification.
• Proven ability to coordinate cross-functional teams and stakeholders.

Responsibilities

• Coordinate day-to-day delivery of live service elements per SLAs and contracts.
• Maintain strong relationships with operations teams and stakeholders.
• Ensure service quality throughout the delivery lifecycle.
• Analyze performance data and identify continuous improvement opportunities.
• Support transition of projects and new services into business-as-usual.
• Contribute to incident, problem and release management activities.

Skills

ITIL Foundation

Stakeholder mgmt

Service delivery

Incident management

Education

Master's degree

Tools

Microsoft Project

Microsoft Excel

Microsoft Visio

ITSM tooling

Job description

Our client is a leading European agency at the forefront of managing and developing large-scale IT systems that support security, border management, migration, and law enforcement cooperation across Europe. Working in a highly international environment, you will contribute to the delivery and continuous improvement of critical digital services that enable cooperation between European countries and institutions.

This is an opportunity to work on complex, business-critical services within a dynamic environment where operational excellence, innovation, and service quality are key priorities.

Role Overview

We are looking for an experienced Senior Service Delivery Specialist to support the operational delivery and continuous improvement of large-scale IT services. The successful candidate will play a key role in ensuring high-quality service delivery, coordinating operational activities, managing incidents and problems, and maintaining strong relationships with stakeholders to ensure service levels and contractual commitments are consistently achieved.

The role requires a service-oriented professional with strong coordination, communication, and problem-solving capabilities, combined with experience in IT service management environments.

Contract type: Freelancer agreement, with an initial contract duration and the possibility for renewal.

• Compensation: daily rate offer of 259 euros.

Workplace type: On-site from the office of the institution in Strasbourg

Key Responsibilities

Service Delivery Management

• Coordinate the day-to-day delivery of live service elements in accordance with agreed Service Level Agreements (SLAs) and contractual commitments.
• Build and maintain strong working relationships with operational teams and stakeholders to ensure effective service provision.
• Ensure service quality is maintained throughout the service delivery lifecycle.
• Gather, analyse, and report performance data against key service indicators, identifying opportunities for continuous improvement.
• Support the transition of projects and new services into business-as-usual operations.

Incident, Problem and Release Management

• Contribute to incident management activities and coordinate teams to ensure issues are investigated and resolved efficiently while minimizing operational risk.
• Assist in coordinating Problem Management and Release Management activities to ensure effective service management practices.
• Coordinate problem resolution activities involving internal teams, suppliers, vendors, and customers.
• Manage escalations and remove roadblocks that may impact timely resolution.
• Ensure the quality and maintenance of Known Error records and the Knowledge Database.
• Conduct Post Resolution Reviews of critical issues and follow up on corrective actions.
• Monitor and report on Problem Management KPIs to ensure targets are consistently achieved.
• Handle escalations received from Problem Coordinators and ensure appropriate actions are taken.

Reporting & Governance

• Produce and coordinate operational reporting, including detailed incident and problem reports.
• Ensure service performance reporting is accurate, timely, and actionable.
• Support contract managers in ensuring contractual obligations are fulfilled and service-related issues are resolved effectively.
• Collaborate with Supplier Management teams when supplier involvement is required.

Required Qualifications

Education

• Master's degree or equivalent qualification obtained after secondary education, with a minimum of four years of higher education.

Professional Experience

• Minimum 4 years of professional experience in IT service delivery, service management, or a related domain.
• Minimum 2 years of experience in:
• Change Management, and/or
• Incident Management, and/or
• Problem Management, and/or
• Project Management.

Certifications

• ITIL Foundation Certification (ITIL v3 or later).
• Strong people coordination and stakeholder management skills.
• Excellent written and verbal communication skills.
• Proven ability to communicate effectively across all organizational levels, including senior management.
• Strong planning, organization, and time-management capabilities.
• Excellent analytical and problem-solving skills.
• Strong relationship-building and influencing abilities.
• Ability to manage multiple high-priority activities simultaneously and adapt to changing business needs.
• Self-driven, proactive, and capable of working independently as well as within multicultural teams.
• Strong focus on service quality and continuous improvement.

Technical Skills

Advanced knowledge of:

• Microsoft Project
• Microsoft Excel
• Microsoft Visio
• IT Service Management processes and best practices
• Incident, Problem, Change and Release Management methodologies

What We Offer

• The opportunity to work in an international and multicultural environment.
• Involvement in large-scale, mission-critical European IT systems.
• Collaboration with highly skilled professionals across Europe.
• Exposure to complex service management and operational environments.

The selected candidate for this role must be eligible for a European Security Clearence at - EU LEVEL SECRET.