Job Description

• Excellent Salary


• Corporate Benefits Package


• Support provided to EU Nationals requiring relocation – Information available upon request


• And the chance to make a positive difference in a company passionate about diversity and inclusion.


• Further information available from the Serco Europe Recruitment Team

Job Introduction
Serco is a partner of choice to the European Institutions and other International Organisations. For the past 30 years, we have been providing European and International Organisations a wide range of services including ICT services in support, infrastructure, operations and development as well as managing different contact centres for the key European Institutions, agencies and organisations, in Luxembourg and across Europe.

What connects the ever-growing Serco workforce is a passion for delivering great service –
To keep ahead, we have to evolve continually and enhance the way we deliver our services. Everyone in Serco has a role to play, here.

Serco provides the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

We’re looking for a Transition Manager/Service Delivery Manager , to reinforce the team in our Luxembourg office!

We look forward to meeting you!  Discover the offer below and click on ‘Apply’ if you know that your skillset and talents are a suitable match for this opportunity.

Main Responsibilities
We are looking for a Transition Manager/Service Delivery Manager with experience in IT service desk transition processes and to manage a smooth onboarding process from a current service provider to Serco.

After completion of the initial transition phase, the role responsibilities will change to managing on-going delivery of the IT Services and account management.

The key person will:

• Understand current set up, compare it with our solutions and do a gap analysis and roll out new solutions.


• Planning the IT Transition project and actively managing its progress, resolving issues and initiating appropriate corrective action


• Ensuring the delivery of IT services into Operational Service is to the appropriate level of quality, on time in accordance with the project plan and project governance arrangements


• Managing communications with stakeholders (internally and externally), reporting the progress of the project at regular intervals


• Managing Risks, Assumptions, Issues & Dependencies to a successful outcome


• Managing the transition scope, through effective change management throughout the project lifecycle, escalating and highlighting to relevant parties for resolution as necessary.


• Manage the expenditure within the IT Service Transition, ensuring all costs and times are recorded against products and services delivered


• Adhering to Serco’s transition and governance


• Provide leadership and guidance to staff;


• Post-transition Account management;


• Manage and maintain the staffing plans in accordance with operational and legal requirements;


• Act as the escalation point for issues for both staff and the customer;


• Reporting internally and externally[JK1]


• Tracking of issues and incidents;


• QA (including tracking/resolution of actions, reporting and participation in reviews/audits).

In return, we offer a friendly, supportive and professional environment that respects your work/life balance and ultimately contributes to the delivery of public services in Luxembourg and around the world.

Successful Candidate
The key person should have:

• 8 years of experience as Team Leader with 5 years of those coming as a Service Delivery Manager role with experience in IT service desk transition process


• Demonstrated Service Delivery and IT Service Desk Management experience (SLA definition, setup and monitoring).


• Account Management experience


• ITIL certified and project management experience


• 5 years of experience with certification such as ITIL V4+ expert RCV + expert OSA)


• Knowledge / Experience with CMMI Procedures and Methodology or equivalent


• Have a good understanding of IT Infrastructure and Security:  concepts, technology and best practices:[JK1]  ticketing tools and change management


• Knowledge of ticketing tools and change management


• Have a good understanding of IT networking:  WAN/LAN concepts, technology and troubleshooting;


• Fluent in both French and English, both in speech and writing;


• Strong experience in team management and supervision in shift working environments;


• Strong leadership skills


• Experience in training and mentoring staff;


• Solid knowledge of KPI/SLA driven service environments;


• Good knowledge of QA systems;


• Self-starter, able to work independently with little or no supervision;


• Pro-active and confident personality with good persuasive skills;


• Team-player, able to interface with technical and management personnel;


• Well-organized, able to prioritize and manage several tasks in parallel


• Able to write and present documentation and reports.