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:

• Computing and Software Support
• Data Support
• User outreach and engagement

Main duties and key responsibilities

• Leading the provision of effective, high quality and reliable user support services and training/outreach activities to Member and Co-operating States and other users in line with ECMWF's strategy
• Managing the evolution and continuous improvement of ECMWF’s user support service experience
• Leading and managing the User Support Services Section and its team leaders by providing leadership, coaching and support
• Planning, organising and managing the resources of the section, and complementing these when appropriate by attracting funds from externally funded projects
• Developing and maintaining strong relationships with key internal staff from across all departments at ECMWF
• Co-ordination with Copernicus User Engagement and Uptake activities
• Providing insight and recommendations to the ECMWF Leadership Team and governing bodies
• Supporting the Director of Forecasts and Director of Copernicus Services in the delivery of ECMWF’s strategy, in relation to user support services and contributing to future strategic plans
• Acting as budget holder, which will involve budgetary planning, control and managing the resource plan for the section within the budgetary constraints