ECMWF is both a research institute and a 24/7 operational service, producing and disseminating numerical weather predictions to its Member States. ECMWF carries out scientific and technical research directed to the improvement of its forecasts, collects and processes large amounts of observations, and manages a long-term archive of meteorological data. Satellite and in situ observations provide the information for up-to-date global analyses and climate reanalyses of the atmosphere, ocean and land surface.
User Support Services play a central role at ECMWF as the interface between the Centre and its users. The role of this section is to ensure that users are supported and that their needs feed into ECMWF’s strategic direction based on such requirements. The section provides an integrated support service for users, including the development and delivery of learning provision and its coordination.
The Head of the User Support Services Section is responsible for the provision of support to users of ECMWF computing, software and data services as well as related service-delivery activities. The section is responsible for both external and internal users. This role is pivotal in ensuring that our users around the world enjoy a first-class support enabling them to make the most of ECMWF services. The post-holder reports directly to the Director of Forecasts and will have a secondary reporting line to the Director of Copernicus Services.
The post holder will be part of ECMWF's Senior Management Team and will be responsible for co- ordinating and/or delivering strategic crosscutting, inter-dependent projects and programmes in an operational environment, which will involve close collaboration and frequent interaction with a variety of internal and external users and partner organisations. They will play an important role in linking and integrating user support related activities across departments distributed across multiple ECMWF locations to provide a consistent user experience throughout the organisation.
The role involves close collaboration with ECMWF’s Service Delivery Section in the Computing Department and its Service Desk Team. The Service Desk is responsible for managing of support tickets and providing first level support for all activities of ECMWF and providing IT support with a focus on end-user devices, business software and AV equipment.
The role calls for an individual who will encourage and nurture continuous innovation and improvement by leading, and providing expertise, to ensure that user support services meet the pre- agreed service level agreements and future strategic requirements. They will also represent ECMWF in international meetings in their areas of expertise.
The successful candidate will also lead three teams within the section, covering the following service areas:
Main duties and key responsibilities
Qualifications and experience required
Advanced university degree or equivalent professional experience.
Knowledge and skills (including language)
The successful candidate will be recruited at the A4 grade, according to the scales of the Co-ordinated Organisations and the annual salary will be EUR 107,790.12 net of tax. ECMWF also offers a generous benefits package.
For more information on how to apply, please click the “Apply” button.
For details, see www.ecmwf.int/.