Continuous Service Improvement Manager

Who we are

By joining our project, you will be working on an initiative of the European Commission focused on creating a more efficient, modern and secure customs environment within the European Union. Being part of this initiative set on a 5 years’ timeline, you will have the opportunity to work on topics such as digitalization of customs processes, streamlining customs procedures to facilitate trade and reduce costs, harmonization of customs rules across all EU member states and combating fraud.

This purposeful project will not only give you the opportunity to have an impact on one of the key topics within the European Union, it will also offer you various professional opportunities, let you experience a collaborative environment, using cutting-edge technologies and experiencing diversity in your everyday professional life.
 

What you'll be doing

• Leading initiatives aimed at enhancing service delivery, optimizing processes, and ensuring high standards of operational efficiency. 
• Identifying areas for improvement, and implementing strategies to enhance service quality and compliance with regulatory standards.
• Developing and implementing continuous service improvement strategies aligned with strategic goals, identifying and prioritizing opportunities for enhancement across various departments, and leading cross-functional teams to ensure seamless implementation
• Conducting thorough analyses of existing service processes to identify inefficiencies and opportunities for enhancement, leveraging methodologies such as Lean, Six Sigma, and ITIL to drive improvements
• Developing standard operating procedures (SOPs) to enhance service delivery efficiency
• Facilitating change management activities to ensure the successful adoption of new service processes, providing training and support to staff at all levels on continuous service improvement methodologies, and fostering a culture of ongoing improvement within the organization
• Establishing key performance indicators (KPIs) to measure the success of service improvement initiatives, monitoring progress, and delivering regular updates to senior management, while preparing detailed reports on activities and outcomes
• Collaborating with other managers and stakeholders to ensure alignment of service improvement initiatives with organizational goals, engaging with employees at all levels to gather feedback, and driving engagement in continuous service improvement efforts.

What you'll bring along

• Bachelor’s degree in Business Administration, Operations Management, Information Technology, or a related field. 
• Minimum of 10 years of experience in a continuous service improvement role, preferably within a regulatory or international institution
• ITIL certification is highly desirable. Lean Six Sigma Green Belt or Black Belt certification is a plus
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Proficiency in continuous improvement tools and methodologies
• Ability to lead and manage cross-functional teams
• Strong project management skills
• Ability to inspire and motivate teams to achieve continuous service improvement goals
• Strong capability to analyze complex service processes and identify improvement opportunities
• Expertise in managing change and ensuring successful implementation of new service processes
• Ability to work effectively with diverse teams and stakeholders
• Excellent command of both spoken and written English 
• Ideally, IT Infrastructure and ITIL know-how