FA-26033 HEAD OF IT OPERATIONS & SERVICE DELIVERY Permanent contract | Belvaux
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The Luxembourg Institute of Science and Technology (LIST) is a Research and Technology Organization (RTO) active in the fields of materials, environment and IT. By transforming scientific knowledge into technologies, smart data and tools, LIST empowers citizens in their choices, public authorities in their decisions and businesses in their strategies. Do you want to know more about LIST? Check our website: https://www.list.lu/ Context
At LIST, IT Operations & Service Delivery is far more than a support function - it is the operational backbone that enables 840 researchers, engineers, and administrative professionals to perform at the forefront of science and technology. The Head of IT Service Delivery & Operations holds a strategic management position within the IT function, accountable for the quality, operational security, and resilience of all IT services delivered to the organisation. This role shapes how IT services are experienced across LIST - from the first contact a user has with the Service Desk to the operational security and compliance posture of the organisation's endpoints and systems. The position sits at the intersection of service excellence, operational risk, and digital workplace strategy, and plays an integral role in the IT management team alongside the Heads of IT Infrastructure, Applications, and Information Security. Moreover, it is expected from the selected candidate to play an integral strategic advisory role within the IT Service Management team and Head. And directly supports critical IT transversal projects. In a research-oriented environment where IT users range from computational scientists to environmental engineers and corporate functions, the ability to translate diverse and complex needs into reliable, well-governed IT services is a genuine strategic differentiator. This role is expected to build the operational foundations that support LIST's ambitions - today and as the organisation grows.
Your team and environment - Your team - 10 people across 3 areas
• Service Desk - 6 committed professionals | first line of support for 840 users across research and administrative functions
• Operational Security - 3 specialists | endpoint protection, access management operations, patching, and incident response support
• Software Asset Management - 1 professional | licence compliance, CMDB, and vendor accountability
The IT Operations Office is structurally distinct from the Information Security.
On a day-to-day basis, you will work closely with the Head of Information Technologies Service, your manager. He's in charge of 4 Offices, including the IT operations one. In total, around 40+ people (IT Service).
Description - You will be mainly responsible for:
IT Operations Management & Governance
• Define and lead the IT Operations strategy, shaping LIST's operational IT model in alignment with the overall IT strategy and the organisation's research and innovation ambitions.
• Establish and own the IT Operations governance framework - including operating model design, role clarity, accountability structures, escalation structures, and cross-domain coordination with Infrastructure, applications, and Information Security.
• Act as a full member of the IT management team: contribute to strategic planning, organisational risk management, investment prioritisation, and the long-term evolution of IT services at LIST.
• Develop and grow a team of 10 professionals across Service Desk, Operational Security, and Software Asset Management - building capability, fostering a culture of service excellence, and enabling career growth.
• Represent IT Operations in internal governance bodies, senior stakeholder discussions, and, where relevant, external engagements (audits, vendor negotiations, regulatory interactions).
Service Management, End User Computing & User experience
• Define and own the digital workplace strategy for LIST's 850-person organisation - covering device lifecycle, workplace services, operating environment standardisation, and support for hybrid and remote working models.
• Shape users experience with ITSM as a strategic product: set service standards, promote user satisfaction, and ensure IT is perceived as a reliable, responsive, and enabling partner across research and administrative functions.
• Own Service Desk performance as a reflection of IT's reputation - building a support culture that balances efficiency with genuine user-centricity in one of the most technically diverse user communities in Luxembourg.
• Coordinate communication strategy for IT operational changes, incidents, and service evolutions - ensuring that end users, managers, and senior stakeholders are informed, prepared, and engaged.
Incident, Request & Operational Control
• Coordinate incident and request management, ensuring effective prioritisation, timely resolution, and transparent stakeholder communication
• Own and coordinate major incident management, including stakeholder communication, root cause analysis, and tracking of corrective actions
IT Security Operations & Patching
• Co-own LIST's operational risk posture alongside and in smooth collaboration with the Head of Information Security and Head of IT Infrastructure - ensuring that security is embedded in day-to-day operations, not treated as an external constraint.
• Oversee the IT Security Operations function, ensuring operational execution of security controls: endpoint protection, identity and access management operations, vulnerability remediation, and incident response.
• Own the organisation's patching and vulnerability management cycle — establishing a risk-based, structured approach to remediation across servers, endpoints, and core systems.
• Contribute to LIST's compliance and audit readiness from an operational perspective, ensuring that IT Operations can demonstrate control effectiveness to internal and external stakeholders.
Asset, License & Vendor Management
• Own IT asset and configuration management, ensuring CMDB accuracy and lifecycle management
• Oversee software license management, ensuring compliance, cost optimisation, and vendor accountability
• Manage operational vendor relationships and service providers, ensuring performance against SLAs and contractual commitments
• Support budgeting, forecasting, and cost control related to IT operational services
Performance Monitoring & Continuous Improvement
• Define, monitor, and report on service performance using KPIs, SLAs, operational metrics, and user satisfaction indicators
• Review trends, recurring incidents, and systemic issues, coordinating structured continuous service improvement initiatives
• Promote standardisation, reliability, and operational excellence across IT services
Is Your profile described below? Are you our future colleague? Apply now!
Background & experience
• Master's degree in Computer Science, Information Technology, or a related field.
• Relevant certifications (ITIL, Microsoft, cloud) is a plus.
• Extensive experience (10+ years) in IT Operations management, including hands-on experience in system management.
• Demonstrated ability to define and execute an IT Operations strategy aligned with organisational goals - not just to manage existing processes.
• Experience contributing to senior IT leadership discussions: investment prioritisation, risk governance, and long-term service planning.
• Track record of driving organisational change through IT - whether through service model redesign, tooling transformation, or cultural shifts in how IT is consumed and valued.
• Proven experience managing Service Desk, End User Computing, and operational IT teams
• Demonstrated experience implementing and running ITSM processes and tools
• Practical exposure to IT security operations, system patching, and v [...]