Job Description

COSMOTE Global Solutions NV, a leading ICT Systems Integrator and part of the OTE Group of Companies, is seeking a dedicated Service Contract Performance Manager to oversee and optimize the delivery of contracted services.

As the Service Contract Performance Manager, you will be responsible for managing service contracts, ensuring compliance with service level agreements (SLAs), and driving continuous improvement in service delivery. You will act as the key liaison between internal teams and external vendors to monitor, evaluate, and enhance contract performance, ensuring business objectives are met effectively.

• Regular review and assessment of the contract managed services to identify areas for improvement and optimization.
• Regular review of the achieved versus contractually defined Contract's SLA targets, including the calculation of deviation from the target and, if applicable, calculation of the liquidated damages.
• Collaborative planning and decision-making with the contract managed service company to ensure that the services are designed and implemented to meet the Commission's business requirements.
• Monitor the performance of the projects delivered in the contract.
• Manage diverse projects related to the day-to-day operations of the unit.
• Participate in and coordinate project meetings and related activities.
• Ensure quality of the contract's project documentation, meeting minutes, and other relevant documents and deliverables

Requirements

• Master’s Degree in IT or a related field
• At least B2 in English and French(both)
• 15+ years of experience in IT Services Management, working both on customer and on service provider sides.
• 5+ years of experience managing IT service outsourcing (or managed services) contracts and associated contract performance for large IT infrastructure services provided to public sector organizations / EU institutions / large private companies. These contracts must have been delivered by a team of at least 100 FTE and must have included the delivery of multiple services (e.g. multiple data centre rooms, storage, backup, virtualization layer, operating systems, cloud on premises, automation, security services).
• 5+ years of experience in project and program management. The demonstrated experience must include acting in different roles, such as program manager, project manager and project owner.
• PM2 (Project Management methodology) certification.
• ITIL Foundation certification.
• Experience with:
• management of the contract lifecycle (e.g. integration of new services in the contracts, preparation of renewals of contracts and contract amendments).
• contract performance management (e.g. checking the compliance with the contractual defined SLAs, calculate applicable Liquidated Damages for breached SLAs, following up on service improvement, initiating SLA definition review to improve the contract performance).
• IT service management – including the definition of new services with the appropriate SLA parameters, SLA review and reporting, negotiations with the managed service provider and customers.
• ensuring that the managed service provider has properly documented and is applying ITIL processes (e.g. Incident, Problem, Change, Request, Availability Management, etc.)