Job Details

Task Responsibilities:

• Define & structure IT Service Delivery mgmt. activities within Cargolux :
  • Structure IT services for business unit and Customers, including Service Level agreement targets
  • Set-up Service Level Reports for business unit and Customers
  • Set-up Customer governance, structure Service Review Meetings and identify key stakeholders
• Initiate and maintain relationship with customers from an IT service delivery perspective:
  • Manage & lead Service Review meetings
  • Monitor & Manage Customer satisfaction & expectations
• Make sure provided services are aligned with customer business requirements along the life-cycle of the services:
  • Provide Service Level report at the agreed frequency
  • Capture SLA breach, set-up & mange mitigation plan when needed
• Coordinate activities towards Customers:
  • Act as escalation point for ITIL processes: Incident, Request, Change, Problem
  • Manage small IT customer projects and coordinate the different IT stakeholders
  • Ensure communication towards Customers for all IT activities
• Define & manage continuous service improvement initiatives to improve IT services provided to Customers

Essential Requirements For The Position:
Educational background: Masters Degree in IT, Computer science
Experience: proven work experience in IT Service Management and/or IT project Management
Communication skills: excellent verbal and written communication
Business and solution oriented mindset
Problem-solving and analytical skills
Ideally ITIL and/or project Management certifications
Fluent in English - any other languages will be considered as an asset

Working Conditions:
Permanent full-time position based in Luxembourg
Normal office hours are to be expected, with occasional work outside these hours to perform tasks (planned or unplanned) on the environment.
Valid car license
A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of positive selection.

• Flexible working hours and a work from home policy

• Profit-sharing scheme (according to our Collective Work Agreement) 

• 27 vacation days and additional 4 special paid-off days (incl. annual vacation allowance) 

• Numerous discounts in the wider region as well as selected travel discounts 

• Trainings and career mobility opportunities within the various departments 

• Digitalized meal voucher system