IT Infrastructure Service Manager (onsite, Strasbourg) – European Organisations

IT Infrastructure Service Manager (onsite, Strasbourg) – European Organisations

• Act as the main point of contact for customers and stakeholders, coordinating IT infrastructure services and ensuring alignment with agreed SLAs, KPIs and business priorities.
• Monitor and manage incidents, service requests, problems, changes and escalations, coordinating technical teams to ensure timely resolution and service continuity.
• Lead service review meetings and prepare operational reports, dashboards and action plans to monitor service performance and identify areas for improvement.
• Support major incident management, ensuring effective communication with customers, timely escalation and proactive updates regarding service disruptions and planned changes.
• Drive continuous service improvement initiatives, identifying operational inefficiencies, monitoring service quality and implementing corrective and preventive actions.
• Maintain service management documentation and support service transitions into production, ensuring operational readiness and compliance with established processes.

Profile: Service Manager.

Location: onsite, Strasbourg (France).

Rate: 320-340€/day.

Knowledge: Service Management, ITIL.

Minimum studies: High Level Official Training.

Languages: English (MANDATORY).

Minimum experience: 3-5 years.

Personal Security Clearance: Mandatory

Description

We are looking for an experienced IT Infrastructure Service Manager to join a major European organisation in Strasbourg. The successful candidate will act as the primary point of contact between customer stakeholders and technical delivery teams, ensuring the effective coordination and delivery of IT infrastructure services in accordance with agreed Service Level Agreements (SLAs) and business requirements.

The role involves overseeing day-to-day service operations, monitoring service performance, coordinating incident resolution and driving continuous improvement while maintaining strong communication with customers and technical teams.

• Previous experience in IT service delivery, infrastructure operations, technical support or service coordination.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Good understanding of ITIL processes, particularly Incident, Problem, Change and Request Management.
• Familiarity with IT infrastructure domains, including networks, servers, cloud, storage, workplace services and data centres.
• Experience managing SLAs, KPIs, reporting and service improvement plans is an advantage.
• Previous experience in European institutions, eu-LISA projects or large regulated environments is desirable.
• ITIL certification and knowledge of PMP or PRINCE2 methodologies would be an asset.
• Candidates should ideally be based in or near Strasbourg and be available to start immediately.