User Support & Engagement Services Manager (in Germany)

Requirements

Qualifications

A university degree in a relevant subject or comparable work experience.

Skills and Experience

•Demonstrated experience in managing varied user support services, helpdesks, or customer/user-facing information provision;
•Demonstrated management skills, including the ability to manage workloads, delegate effectively and coordinate with other teams’ activities;
•Strong delivery and planning focus for release management of various data and services;
•Very strong communication skills, tact and diplomacy needed for a diverse set of users and stakeholders of an intergovernmental organisation;
•Strong analytical and synthesis skills ideally evaluating user feedback and usage metrics and reporting to stakeholders;
•Ability to foster collaboration, teamwork, and a customer-oriented culture across various departments, and a strong drive to enhance user experience.

Languages

Candidates must be able to work effectively in English.

APPLICATIONS MUST BE SUBMITTED IN ENGLISH. WE WILL BE UNABLE TO CONSIDER APPLICATIONS SUBMITTED IN OTHER LANGUAGES.

EUMETSAT is an international organisation employing staff from across all 30 member states and this role is being advertised on multiple international job boards, but please note that this role would be based in Darmstadt, Germany and would require international applicants to relocate if successful.

This post is located within EUMETSAT’s user engagement function and reports to the Head of User Support and Climate Services. The purpose of the role is to support the effective exploitation of EUMETSAT data in service and science by leading the User Support & Engagement Services Team, which provides operational support services for user engagement, including the helpdesk, user portal, training tools, training and user engagement event organisation, and systematic evaluation of user feedback as well as data, product and service usage.

What you’ll be doing

•Manage, optimise and enhance user information and data discovery services and systems, primarily the user portal, user notification, helpdesk, catalogue, and EUMETView;
•Manage the administrative, instructional and logistical support for user engagement and training as well as the data and service release process;
•Lead the organisation of the Scientific and Technical Group-Operations Working Group as part of EUMETSAT delegate body meetings, and support the organisation of operational coordination working groups with relevant Copernicus Services;
•Lead and coordinate the delivery of all user support services at EUMETSAT aiming to enhance the use of EUMETSAT’s data, products and services;
•Manage, optimise and enhance user information and data discovery services and systems, primarily the user portal, user notification, helpdesk, catalogue, and EUMETView;
•Manage the administrative, instructional and logistical support for user engagement and training as well as the data and service release process;
•Lead the organisation of the Scientific and Technical Group-Operations Working Group as part of EUMETSAT delegate body meetings, and support the organisation of operational coordination working groups with relevant Copernicus Services;
•Ensure systematic collection, analysis, and reporting of user feedback and usage statistics with a view to continuous improvement of data, data delivery and user support services. Manage the development and implementation of a monitoring and evaluation framework for EUMETSAT;
•Collaborate closely with thematic application leads within the division and the Satellite Application Facilities Network to ensure content and logistics align seamlessly in all user engagement activities.
What we offer

•Excellent salary, of up to Euro 9,000 NET (after income tax) based on skills and experience
•Flexible working time including additional flexi-leave
•Full medical coverage for employee and family
•Attractive pension
•30 days of annual leave + 14.5 days public holidays
•Training and development support
•Relocation allowance and support (if applicable)

EUMETSAT provides data and products from its growing fleet of earth observation satellites and from other agencies to support weather prediction in its Member States and worldwide. EUMETSAT also strongly supports climate monitoring by providing a wide range of satellite data, including rescued, recalibrated and reprocessed long time series of satellite observations. Through a series of Copernicus missions, EUMETSAT support further applications in the area of marine environment monitoring and atmospheric composition monitoring.

More about us

EUMETSAT’s role is to establish and operate meteorological satellites to monitor the weather and climate from space - 24 hours a day, 365 days a year. This information is supplied to the National Meteorological Services of the organisation's Member and Cooperating States in Europe, as well as other users worldwide.

EUMETSAT also operates several Copernicus missions on behalf of the European Union and provide data services to the Copernicus marine and atmospheric services and their users.

As an intergovernmental European Organisation, EUMETSAT can recruit nationals only from the 30 Member States (Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, The Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom).