Senior Service Optimisation Expert

Organisational Solutions

General Information

Type of contract Fixed-term contract which may be converted into a permanent contract after three years subject to individual performance and organisational needs

Who can apply? EU nationals

Salary F/G (2) (minimum monthly net salary €5,451 and benefits, see further information section)

Role specialisation Service Development & Quality Management

Working time Full time

Place of work Frankfurt am Main, Germany

Closing date 16.04.2021

Your team

You will be part of the Governance and Transformation Services Division, which acts as a cross-functional service platform under the management of the Chief Services Office (CSO). Consisting of over 800 staff, the CSO delivers internal ECB services in administration, human resources, information systems and finance. 

Our Division has over 50 staff providing horizontal services in the areas of communication, service delivery and optimisation, financial management and quality management. We are currently working on transforming working practices across the CSO, fostering collaborative and cross-functional approaches with a focus on people, flexibility, learning and results.  

In your role as a Senior Service Optimisation Expert, you will work on transformation initiatives and contribute to improving the customer-centric service experience delivered by the CSO.

The ECB is an inclusive employer and we strive to reflect the diversity of the population we serve. We encourage you to apply, irrespective of your gender, gender identity, ethnicity, sexual orientation, age, religion, disability or other characteristics.

Your role

As a Senior Service Optimisation Expert, you will: 

  • further develop the Division’s transformation approach, helping teams to design and operate customer-centric services
  • advise teams on key elements of transformation and business change, including agile working practices
  • use your project and service design expertise to prepare customer journeys and develop roadmaps in order to achieve sustainable and positive change
  • support transformational change in a multi-stakeholder environment (service providers, customers, vendors) by seeking distinctive and sustainable performance improvements and using change management techniques
  • bring together information across multiple transformation initiatives and balance risks and opportunities to deliver results to tight deadlines in a fast-paced environment.

The position offers you excellent opportunities to advance the Division’s current approach to managing business change and to challenge mindsets about what is possible and how things are done, whilst also developing new best practices. You will be part of a multicultural team that strives for continuous innovation to make a positive impact on the lives of European citizens.

Qualifications, experience and skills


  • a master’s degree or equivalent in business administration, information technology, finance, computer science or another relevant field (click here for details on degree equivalences)
  • in addition to the above, a minimum of seven years’ experience in transformation or programme management offices
  • experience in business change and organisational change programmes, for example those involving post-merger management or integration, turnaround and transformation management
  • experience with agile methodologies, tools and techniques
  • experience in service design and design thinking, with a track record of building customer-centric services
  • a strong ability to understand the service experience from a customer perspective with a view to improving services
  • excellent analytical and problem-solving skills, including the ability to disaggregate issues, identify root causes and recommend solutions
  • experience in coaching and helping teams on transformation and improvement initiatives
  • an advanced (C1) command of English and an intermediate (B1) command of at least one other official language of the EU, according to the Common European Framework of Reference for Languages.


  • experience achieving results in fluid, demanding and unstructured environments in which priorities are constantly evolving
  • experience with project management tools and techniques, such as project plan/milestone plan development, dependency identification, status reporting and issue resolution
  • an entrepreneurial mindset and a proactive approach to improving the working environment. 

You engage collaboratively with others. You pursue team goals and learn willingly from other people’s diverse perspectives. You signal any need for change by explaining it and proposing alternative solutions. You analyse complex information effectively and can evaluate different views to arrive at solutions. You know and anticipate stakeholder needs.

You are motivated to contribute to the ECB’s mission, to serve the citizens of the EU as a member of a public institution and to work with colleagues from all over Europe.

You are motivated to be part of our team and to use your skills and competencies to achieve the objectives of this position.

Working modalities

To enable the Division to maintain its business continuity capability, you will occasionally be expected to perform work during non-standard working hours.

We are willing to discuss part-time arrangements.

Further information

For additional information on this specific vacancy, you can speak to Governance and Transformation Services Division Adviser, Jeremías Iglesias, on Thursday 18 March from 12:00 to 13:00 CET on +49 172 210 4929.

Application and selection process

For further information on how to join us, read more.

The recruitment process for this position will include a written exercise, a presentation and interviews.