Business Policy & Demand/Governance Manager

Who We AreBy 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 DoingEstablishing and maintaining a robust governance framework for service delivery operations.Managing document reviews and changes to standard operating procedures.Identifying risks and vulnerabilities in service delivery and implementing mitigation strategies.Overseeing governance for automation project execution.Facilitating service delivery audits and supporting successful ISO certifications (ISO 9001, ISO 20000-1, ISO 27001, ISO 22301).Tracking and analyzing key performance indicators (KPIs) to assess and improve service delivery performance.Contributing insights and recommendations during service reviews to enhance processes.Ensuring compliance with regulatory requirements, industry standards, and internal policies.Developing and managing a governance framework aligned with organizational goals.Establishing a governance structure that ensures platforms and tools support business outcomes.Collaborating on business continuity policies, recovery strategies, and ensuring IT platforms meet those requirements.Ensuring utilization tracking across cross-functional teams.What You’ll Bring AlongBachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree or MBA is preferredMinimum 10 years of experience in a similar roleDeep understanding of governance frameworks, particularly ITIL.Advanced problem-solving and analytical skills to drive service improvements.Strong communication and interpersonal abilities to collaborate across teams and influence stakeholders.Detail-oriented approach with a focus on accuracy and quality.Solid project management skills for handling multiple initiatives effectively.A bachelor's degree in Business Management, Internal Auditing, Compliance, or a related field.ITIL and Six Sigma certifications (preferred).Extensive experience in service delivery governance and IT service management.Ability to evaluate complex problems and select the right course of action.Experience managing diverse challenges in creative ways.Building and enhancing relationships with senior partners and key stakeholders.Impacting short- to medium-term goals through strategic governance initiatives.Operating independently with accountability for delivering business objectives.Excellent command of both spoken and written English