Permanent contract | Belval
Are you passionate about research? So are we! Come and join us
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/
How will you contribute?
IT at LIST is an enabler of science. Our infrastructure supports cutting-edge research projects, secure data management, and a hybrid user base that ranges from field scientists to software architects. This is not a corporate production environment - it is a complex, fast-evolving, intellectually stimulating ecosystem.
Your team and environment
Your team - 10 people across 3 areas
Service Desk - 6 agents | 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 specialist | licence compliance, CMDB, and vendor accountability
The IT Operations team 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).
What you will own
This role is not a coordination role. You will be accountable for outcomes – not just processes.
You will define how IT services are experienced by 840 people doing world-class research, and you will have the mandate and the resources to make that experience excellent.
In the short term, the focus will be on increasing operational efficiency by streamlining and formalising IT service management processes, improving service quality, and establishing clear performance monitoring and governance.
In the mid-term, you - IT Operations Team Leader - will define and implement a clear IT Operations services strategy, aimed at enhancing the value delivered to end users, optimising end-user device management (including Microsoft Intune), and strengthening cybersecurity practices to ensure a secure, high-performing, and user-centric service environment.
Context
The current maturity level of ITSM processes and tooling within the team is something we will discuss openly during interviews. We are looking for someone who can assess it honestly and build on it.
IT Operations Leadership
Lead Service Desk, End User Computing, IT Security Operations, and ITSM process ownership
Define and execute an IT Operations strategy anchored to service reliability and operational excellence
Sit on the IT leadership team and contribute to operational risk management and prioritisation
Service Management & ITSM
Own and continuously mature ITSM processes (incident, request, problem, change, release, catalogue)
Drive ITSM tool adoption, automation, and self-service - reducing friction for a scientific user base with low tolerance for IT bottlenecks
Security Operations & Patching
Manage IT Security Operations in coordination with the Information Security team
Own end-to-end patching and vulnerability remediation across servers, endpoints, and core systems
Contribute to audit readiness and compliance activities from an operational perspective
Asset, License & Vendor Management
Own IT asset and configuration management (CMDB accuracy, lifecycle management)
Oversee software licensing compliance and cost optimisation
Manage operational vendor relationships and enforce SLA accountability
Performance & Continuous Improvement
Define, monitor, and report on KPIs, SLAs, and user satisfaction indicators
Drive structured service improvement initiatives based on trend analysis and recurring incident data
Is Your profile described below? Are you our future colleague? Apply now!
Education
Background & experience
7+ years in IT Operations management, including hands-on system management experience
Proven track record leading Service Desk and End User Computing teams in complex, multi-site environments
Demonstrated experience implementing and maturing ITSM processes and tools (ideally aligned with ITIL)
Practical exposure to IT security operations, endpoint protection, and vulnerability remediation
Experience with asset lifecycle management and software licence compliance in enterprise environments
Bachelor's degree in Computer Science, Information Technology, or a related field - relevant certifications (ITIL, Microsoft, cloud) are a plus
Competencies
Strong service-oriented mindset: you measure your success by the experience of your users, not by the absence of complaints
Risk-aware decision-making: you balance usability, security, and operational stability without defaulting to either extreme
Structured communicator: you can explain an incident to a researcher, a risk to a CIO, and a process gap to an auditor - in the same day
Coaching leader: you develop your team's capabilities, not just their task completion rate
Analytical rigor: you diagnose systemic issues through data, not intuition
You are probably not our candidate if…
✗ You have managed IT operations exclusively in environments with fewer than 300 users - the scale and diversity of an 840-person RTO will be a steep curve
✗ You are looking for a very stable environment with “perfect” processes and tools, etc
✗ You are primarily a technical architect or engineer looking for a step into management - this role requires seasoned leadership, not a first exposure to people management
✗ You are uncomfortable operating with autonomy - we value initiative and self-direction
✗ You expect a homogeneous, technically predictable user base - our users include physicists, environmental engineers, software developers, administrative staff… with vastly different technical profiles and expectations
✗ Your approach to service improvement is based primarily on intuition rather than data - we expect decisions to be grounded in metrics, SLA analysis, and structured root cause methodology
✗ You are not fluent in English - both languages (English and French) are actively used within the IT team and with the broader research community
Language skills
· Fluency in English both oral and written.
· Good level in French.
Your LIST benefits
· An organization with a passion for impact and strong RDI partnerships in Luxembourg and Europe that works on responsible and independent research projects
· Sustainable by design, empowering our belief that we play an essential role in paving the way to a green society
· Innovative infrastructures and exceptional labs occupying more than 5,000 square metres, including innovations in all that we do
· An environment encouraging curiosity, innovation and entrepreneurship in all areas
· Personalized learning programme to foster our staff’s soft and technical skills
· Multicultural and international work environment with more than 50 nationalities represented in our workforce
· Diverse and inclusive work environment empowering our people to fulfil their personal and professional ambitions
· Gender-friendly environment with multiple actions to attract, develop and retain women in science
· 32 days’ paid annual leave, 11 public holidays, 13-month salary, statutory health insurance
· Flexible working hours, home working policy and access to Digital lunch vouchers
Apply online
Your application must include:
· A motivation letter oriented towards the position and detailing your experience
· A CV with contact details
· Contact details of 2 references
Please apply ONLINE formally through the HR system. Applications by email will not be considered.
Application procedure and conditions
We kindly request applicants to provide their nationality for statistical purposes only, as part of our commitment to promoting diversity and ensuring equal opportunities in our workforce. This information will be kept confidential and will not be used for any discriminatory purposes.
LIST is dedicated to maintaining an inclusive work environment and is an equal opportunity employer. We are committed to attracting, hiring, and retaining a diverse workforce. All applicants will be considered for employment without discrimination based on national origin, race, colour, gender, sexual orientation, gender identity, marital status, religion, age, or disability.
Applications will be continuously reviewed until the position is filled. An assessment committee will thoroughly evaluate applications, adhering to guidelines designed to ensure equal opportunities. The primary criteria for selection will be the alignment of the applicant's existing skills and expertise with the requirements mentioned above.