Service Catalogue Manager (Warsaw, near-site) – EU Public Organisations

The White Team•Capon Bridge, WV

11h•Hybrid

About The Position

The Service Catalogue Manager will be responsible for the management and maintenance of the IT Service Catalogue, Service Requests Catalogue, and Service Offerings. This role involves defining, executing, monitoring, and continuously improving Service Catalogue Management practices to ensure the IT Service Catalogue is accurate, up-to-date, and properly reflected within the ITSM solution. The position also includes setting up and reporting on Service Catalogue Management KPIs, preparing communications for end users regarding service changes, and developing policies and Standard Operating Procedures (SOPs). The role requires collaboration with other ITIL practices, contributing to a positive customer experience, and performing other duties as assigned by the team leader. The position is based at Frontex Headquarters in Warsaw, with a hybrid work model (20% onsite, 80% remote), requiring candidates to be within two hours of Warsaw. A CONFIDENTIEL UE/EU CONFIDENTIAL security clearance is mandatory.

Requirements

Minimum of 5 years of IT relevant professional experience.
Minimum of 2 years of experience in relevant IT roles, specifically in Service Catalogue Management.
Excellent practical knowledge of IT Service Management, particularly IT Service Catalogue Management, Service Request Catalogue Management, and Service Offerings.
Practical experience customizing and defining IT Service Catalogue Management practices for an organization.
Practical experience implementing and managing IT Service Catalogue and Service Request Catalogue.
Practical knowledge and experience implementing and managing IT Service and Service Request Catalogues within ITSM solutions.
Practical knowledge and experience implementing and managing Service Catalogue Management practices within ITSM solutions.
Good understanding of IT services management across the full service lifecycle.
Good understanding of complex information systems and their interoperability.
Excellent written and verbal communication skills.
Very strong sense of responsibility.
Accuracy and attention to detail.
Very good organizational skills.
Very good reporting skills.
Supportive and helpful personality with cooperative and service-oriented attitude.
Forward-looking mindset with a holistic approach.
High level of motivation and initiative.
Knowledge of applying internal IT policies (e.g. security, data protection) to Service Catalogue service definitions.
Ability to gather, document, and validate service requirements with Service Owners and business stakeholders.
Skill in maintaining Service Catalogue data quality in line with defined naming conventions and classification standards.
Hands-on ability to maintain Service Catalogue content within an ITSM tool, including linkage to service requests or related records.
Ability to produce and interpret Service Catalogue KPIs and identify data quality or performance issues.
Skill in creating clear, user-oriented service descriptions and supporting communication of service changes to end users.
Ability to identify and implement continuous improvements to Service Catalogue Management based on metrics, feedback, or reviews.
Minimum English language skills: C1 (CEFR).
Must be based within two hours of Warsaw.
Must possess or be able to obtain a CONFIDENTIEL UE/EU CONFIDENTIAL security clearance.

Nice To Haves

ITIL Expert certification.

Responsibilities

Accountability for the management and maintenance of Service Catalogue, Service Requests Catalogue, and Service Offerings.
Defining, executing, monitoring, and continuously improving Service Catalogue Management practices.
Ensuring that the IT Service Catalogue contains accurate and up-to-date information.
Ensuring that the existing Service Catalogue is properly reflected within the ITSM solution.
Setting up and reporting on Service Catalogue Management KPIs.
Preparing communications for end users regarding new or retired IT services.
Preparing required policies and Standard Operating Procedures (SOPs) supporting Service Catalogue Management practices.
Contributing to other ITIL practices where required.
Creating and maintaining a positive customer experience.
Other specific duties as assigned by the team leader.