Operations Manager - ITIL / Security / Hybrid Infrastructure - EU Agency

Position Overview

NTT DATA is looking for an Operations Manager for an EU agency in Strasbourg. This position can be performed onsite or in a hybrid working mode.

The Operations Manager is a senior operational leadership role responsible for overseeing and continuously improving daily IT service operations across a complex, multi-platform environment, ensuring service excellence, security, and compliance.

This position requires EU citizenship for at least 10 years and fluency in English.

Responsibilities

• Operational services across Servers (Linux, Windows), Middleware (WebLogic, Tomcat), Databases (Oracle, PostgreSQL, DB2), Virtualization (VMware, Hyper‑V), Storage & Backups, Cloud/Hybrid platforms.
• Ensure alignment with ITIL v4 and NIST CSF frameworks across all operational processes.
• Drive system lifecycle management: patching, upgrades, and vulnerability remediation.
• Oversee Incident, Problem, Change and Request Management through tools like ServiceNow or equivalent.
• Deliver performance and SLA/KPI reporting to client stakeholders and internal governance.
• Lead root cause analysis (RCA) for major incidents and systemic issues.
• Propose solutions related to observability and monitoring solutions (e.g., Dynatrace, AppDynamics, Splunk).
• Manage workforce planning: shift coverage, on‑call, task assignment, and performance monitoring.
• Represent operations in project planning, readiness, and rollout phases (build‑to‑run).
• Lead service improvement plans (SIPs) using Lean, Agile or DevOps principles.
• Maintain strong relationships with vendor support partners (Oracle, IBM, VMware, hardware OEMs).
• Ensure security posture is maintained in daily operations (patching, endpoint hardening, configuration compliance).

Your profile

• Bachelor's or Master's degree in Computer Science, Information Systems, or a related field.
• ITIL v4 Foundation certificate.
• Lean Six Sigma Green/Black Belt, ISO 27001/20000, or PMP/Prince2 certifications are considered strong assets.
• Fluent in English (C1 level minimum). French or another EU language is an advantage.
• Eligible for EU Security Clearance (at least 10 years of EU nationality is required).