Senior IT Service Contract & Performance Manager - Luxembourg - EU Institutions

We are looking for a highly experienced Senior IT Service Contract & Performance Manager to join a leading international environment supporting critical IT infrastructure services, including data centres and private cloud platforms., The successful candidate will play a key role in managing and overseeing the performance of large-scale outsourced IT services. This includes ensuring compliance with contractual Service Level Agreements (SLAs), monitoring Key Performance Indicators (KPIs), and driving continuous service improvement.

You will work closely with internal stakeholders and external service providers, acting as a central point of coordination to ensure high-quality service delivery aligned with business objectives., * Manage and monitor outsourced IT service contracts, ensuring compliance with SLAs and KPIs

• Analyse service performance and identify areas for improvement and optimization
• Calculate and track service deviations and applicable penalties when required
• Coordinate with service providers to ensure delivery meets contractual and business requirements
• Act as project sponsor for transversal initiatives and coordinate project activities
• Participate in and lead project meetings and follow-up actions
• Ensure quality and consistency of service documentation, reports, and deliverables
• Support governance, reporting, and performance monitoring processes
• Promote continuous improvement and best practices based on ITIL framework

• University degree (Master's level or equivalent)
• Minimum 15 years of experience in IT service management
• Minimum 5 years of experience managing large-scale outsourced IT contracts
• Proven experience in managing IT infrastructure services (data centres, cloud, virtualization, etc.)
• Strong expertise in SLA/KPI management and contract performance monitoring
• Experience in contract lifecycle management and vendor management
• Solid background in project and programme management

Certifications

• ITIL Foundation (mandatory)
• PM2 certification (mandatory)

Languages

• English: minimum B2 level
• French: minimum B2 level, * Strong analytical and problem-solving skills
• Excellent stakeholder and vendor management abilities
• Strong communication and reporting skills
• Ability to work in complex, international, and multicultural environments
• Service-oriented mindset with a focus on quality and continuous improvement, * Collaborative and dynamic working environment
• Flexible working model (near-site with teleworking)