1. Nature of the main tasks
The IT Service Manager for the Customs IT Systems sector of unit B3 will assure the correct
delivery of the Customs TES IT projects, in particular the new IT application EU CSW-CERTEX,
and the correct functioning of the existing customs IT systems and applications.
Following tasks will be performed by external service provider:
• CI reference: CI064
• Management of the development and implementation of EU CSW-CERTEX, and all its
components including daily reporting, monitoring and availability, interface with MS and
with Partner DGs, from specification to deployment, testing, migration, entry in operation,
conformance testing, and maintenance, management of the development and implementation
of other Customs TES IT services as a second priority.
• The management and coordination of the service desk activities, ensuring that incident,
problem, change, configuration, and release management is delivered according to quality
plans (FQPs) and to quality levels agreed in the Service Level Agreement (SLA).
• The management and coordination of the testing activities during development cycle with the
development team and the partner DGs, ensuring that actions are taken on all sides in order
to fix the errors.
• The management and coordination of the testing activities during CONFORMANCE cycle
with the MS, ensuring that actions are taken on all sides in order to fix the errors.
• Correct delivery of the Customs TES projects as defined in the Electronic Customs MultiAnnual Strategic Plan (MASP).
• Correct functioning of the existing Customs TES IT systems and applications.
• Act as a backup to other functions in the Central Project Team.
• Interaction with the business analysts, customer, users, project leaders and the developers.
• Understand the overall customs processes to be able to determine the required IT
requirements. More explicitly, the relationships between the customs business layer and the
IT service layer are of major importance.
• Set up and enforce the respect of organisation, procedures, and project office tasks, raising
warnings in case of non-respect of these.
• Enforce the quality of delivery on schedule.
• Structure the information in ways that are appropriate to the target audience.
• Report on the service status (SLA, actions, risks, issues, decisions, changes, etc.) within DG
TAXUD and/or with Member States or other partners.
• Manage the maintenance of the Customs trans-European IT systems as to support their
operation according to the business expectation.
• Manage the development, deployment into operations of Customs IT systems and its
integration with central services and platforms, including coordination of National
Administrations Conformance Testing.
• Plan and coordinate with other teams the delivery and configuration of environment and
connectivity required to perform subsequent testing and roll-out to operations.
• Plan and coordinate integration activities with major platforms, other service applications
providers and National Administrations application providers.
• Manage roll-out of transition and/or migration of Customs trans-European distributed IT
systems from the one operational phase to the subsequent one.
• Plan and coordinate the HO-TO process and ensure that the knowledge, projects, and
deliverables are transferred successfully to the new team.
• Set up and enforce the respect of organisation, procedures, and project office tasks, ensure
compliance with internal standards, raising warnings in case of non-respect of these.
• Escalate risk and issues, in particular the ones with potential impacts on time or resources.
• Propose new initiatives and contribute to the IT system design and strategic planning work.
• Coordinate the projects’ various stakeholders (DG TAXUD business and IT teams,
subcontractors’ teams, COTS providers, Member States’ representatives, Partner DGs, etc.).
• Enforce the delivery of the project(s) according to the agreed schedule, with the expected
quality and with the resources provided.
• Structure, plan, organise and monitor the project(s) he/she is responsible for during some or
all its (their) life cycle phases.
• Contribute to the program planning and delivery of artefacts according to the contract
planning of deliveries.
• Systematic progress assessment and timely reporting on the project status (tasks progress,
plan, actions, risks, issues, decisions, changes, KPI, etc.) within DG TAXUD and/or with
National Administrations or other partners.
• Structure the information in ways that are appropriate to the target audience.
• Understand the technological aspects of the project, including the risks and the success
factors. Work with the help of solution architects/IT analysts only on complex matters.
• Produce and/or review documents.
• Provide suggestions for service or methodology improvements.
• Support to transversal activities such has conference calls, produce documents, documents
review, meetings minutes and quality checks.
• Asses the quality of deliverable and services from contractors.
• Design, organisation, and follow-up of National Administrations CT (Conformance Testing)
campaigns and rollout.
• Coordinate within TAXUD, with sub-contractors, Partner DGs and with National
Administrations environments configuration, application deployment; as well as incident,
problem, change, configuration, and release management.
• Participate and contribute to meetings with DG TAXUD, contractors, National
Administrations States and/or other partners including preparing material for these meetings.
2. Knowledge and competances
Following skills and knowledge are required for the performance of the above listed tasks:
• Minimum experience of 15 years in IT systems out of which 3 years within customs
environment
• Very good knowledge of Oracle DB
• Ability to react efficiently and fast to PROD & CONF incidents
• Ability to give business and technical presentations to multiple stakeholders
• Ability to apply high quality standards
• Ability to cope with fast changing technologies
• Ability to work autonomously is mandatory
• Very good communication skills with technical and non-technical audiences
• Analysis and problem-solving skills
• Capability to write clear and structured technical documents
• Ability to participate in technical meetings
• Proven experience with testing/testing automation and testing web-services.
• Experience working in teams using Agile or Scrum methodologies.
• Read and interpret BPM diagrams.
• Experience with Atlassian platform.
• Experience with OSB and Oracle SOA projects.
• Understanding CI/CD pipelines.
• General networking skills.
• Interest and ability to learn other technologies and tools as needed.
3. Certification and Standards
N/A
4. Specific Expertise
Following specific expertise is mandatory for the performance of tasks:
• Proven experience with web-services
• Proven experience with service management
• Proven experience with Oracle DB
• Proven experience with ALM Tools
• Experience with customs procedures or systems
5. Service Delivery
The services shall be performed remotely at the Contractor’s Near-site location premises allowing to reach the Commission premises within 2 hours.
Equipment will be provided by the Commission.
Application are excepted only in the format of EC CV