Service Manager

GÉANT powers Europe’s research and education community through advanced networking solutions. As a EuroHPC Service Manager, you’ll play a pivotal role in supporting the EuroHPC project, which connects high-performance computing centres with their users across Europe. Your focus will be on service reporting, coordination, and operational support, ensuring seamless delivery and continuous improvement of services for National Research and Education Networks (NRENs), scientific organisations, and government agencies. This is an exciting opportunity to work at the intersection of cutting-edge technology and global collaboration, helping researchers tackle some of the world’s biggest challenges.

What You’ll Do

• Act as the initial liaison for all EuroHPC service-related queries and requests.
• Conduct thorough analysis of service requests and coordinate with technical and operational teams to deliver solutions.
• Maintain oversight of ongoing EuroHPC service delivery, ensuring quality and adherence to SLAs.
• Prepare and submit accurate, comprehensive reports for EuroHPC in line with project guidelines.
• Assist in planning, delivering, and managing network services for NRENs and other users.
• Engage with internal teams and external partners to resolve technical and operational service issues.
• Act as Product Owner or assistant for specified network systems and services.
• Participate in procurement activities and evaluate supplier performance.
• Identify and implement improvements as part of Continual Service Improvement.
• Support the retirement of services and contribute to process development.

You’re a strong communicator with excellent analytical and planning skills, eager to learn and grow in the field of service management with a foundational understanding of networking technologies and a keen interest in ICT and high-performance computing.

Essential Skills & Experience:

• Basic understanding of Wide Area Networking technologies and ICT.
• Strong aptitude for learning data networking technologies.
• Good verbal and written communication skills.
• Analytical and planning skills.
• Ability to build and maintain relationships across teams.

Desirable:

• Knowledge of ITIL framework and service management principles.
• Familiarity with cloud services, virtualization, and OSS/BSS systems.
• Understanding of high-performance networking and Europe’s R&E community.
• Experience with customer proposals and contract development.

GÉANT is at the heart of research and education networking, offering talented people the opportunity to be part of something meaningful and worthwhile. With 180 employees based in Amsterdam and Cambridge, together we deliver an information ecosystem of infrastructure and services to advance research, education, and innovation on a global scale. Thanks to our terabit network, 50 million researchers, scientists, academics and students can share record volumes of data unconstrained by location, solving some of humankind’s biggest challenges. Work at GÉANT and you’ll be supporting critical research into sustainable energy, deep space, high-energy physics, earth observation, environmental disasters, medicine and much more!

Benefits of working for GÉANT

• Generous holiday allowance and a 5% end of year bonus/allowance as standard.
• Benefits include an appropriate pension scheme and medical insurance, depending on the country of employment.

Working Arrangements

We have adopted a flexible-hybrid model which means that employees will work flexibly between a remote and office environment. Weekly visits to the office are required for most employees to support our values and collaborative culture and enable our teams to deliver great work. For this role we anticipate that you may be required in the office for around 2 days per week.