Operations and Quality Manager (m/f/n)

For one of the EU institutions, the role supports operational governance, service quality, delivery coordination, and continuous improvement of infrastructure and network managed services.

• Minimum 10 years of experience in IT infrastructure, network, security, or managed services environments
• Proven experience managing large-scale operational teams and service delivery
• Experience in managed services operations and operational governance
• Experience coordinating multi-disciplinary technical teams
• Strong experience with Incident, Problem, and Change Management processes
• Experience working in complex enterprise or multi-provider environments
• Knowledge of enterprise network infrastructure
• Knowledge of firewall and security operations
• Knowledge of DNS, reverse proxy, and load balancing services
• Knowledge of remote access and VPN technologies
• Knowledge of cloud and hybrid infrastructure environments
• Familiarity with monitoring and observability platforms
• Understanding of ITIL service management processes
• Knowledge of DevOps and automation principles
• English mandatory (written and spoken)
• French desirable

Operational Governance:

• Coordinate operational activities across all infrastructure and security service teams
• Ensure operational continuity, stability, and service availability
• Supervise daily operational execution and service delivery performance
• Align operational priorities with customer expectations and contractual commitments
• Monitor operational effectiveness using KPIs, SLAs, OLAs, quality indicators, and dashboards
• Ensure readiness for planned changes, interventions, migrations, and maintenance
• Drive operational consistency and standardization across squads and managed services

Quality and Compliance Management:

• Ensure compliance with internal standards, security policies, contractual, and regulatory requirements
• Enforce quality controls and validation mechanisms
• Coordinate corrective and preventive actions for quality deviations
• Maintain accurate operational documentation, procedures, and runbooks
• Support audits and compliance reviews
• Promote continuous service improvement and operational excellence

Operational Planning and Resource Coordination:

• Coordinate workload planning with Team Leaders, Product Owners, Architects, and Service Delivery Managers
• Ensure sufficient capacity to deliver services within timelines and quality expectations
• Participate in resource planning and staffing
• Coordinate allocation of DevOps and operational resources
• Anticipate operational bottlenecks, resource shortages, and delivery risks

Incident, Problem, and Change Management:

• Act as escalation manager for major incidents and critical disruptions
• Coordinate communication during incidents, maintenance, and service interruptions
• Ensure execution of Incident, Problem, and Change Management processes
• Lead coordination during crises and major outages
• Produce root cause analysis and corrective action plans
• Integrate lessons learned and improvements into procedures

Service Desk and On-Site Operations:

• Responsible for Service Desk performance
• Ensure efficient request fulfillment, incident handling, escalation, and communication
• Supervise on-site intervention and field activities
• Ensure responsiveness and service quality

Cross-Service Operational Coordination:

• Collaborate with other Operations Managers and service providers for operational coherence
• Coordinate dependencies across infrastructure, cloud, network, security, and platforms
• Share best practices, governance improvements, and service management methodologies
• Support integration of new operational models, automation, and DevOps practices

Reporting and Governance:

• Produce operational, technical, and management reports
• Present operational status, risks, quality indicators, and improvements to management and customers
• Maintain visibility on risks, service degradations, incidents, and capacity concerns
• Support governance meetings, service reviews, and steering committees

This job requires initiating the process of obtaining a Security Clearance certificate.