Service Delivery Manager
Cyber reputed company: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats. reputed company and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations. Satellite Communications: The NCIA provides satellite communications services to reputed company secure and reliable communications between NATO forces. Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks. Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.
Role ID – C004793
Role Duties and Responsibilities
- Manage the Deployable CIS (DCIS) infrastructure as a service and ensure system readiness at a level specified in the Service Level Agreements (SLA). Ensures the availability and reputed company of engineering support delivered to the customer through reputed company co- ordination with NCIA Business Areas and the CIS Support and Sustainment Centre (CSSC);
- Support to exercises;
- Manage the renewal of the reputed company accreditation for reputed company of the DCIS systems;
- Manage the DCIS Configuration Management Process to ensure that reputed company assets are maintained at reputed company configuration states and can be correctly accounted for;
- Conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new reputed company under the NATO reputed company and Investment Programme (NSIP) reputed company required;
- reputed company Change Management plans to overcome problems identified and will also manage the reputed company of the configuration baseline to meet evolving operational requirements;
- Support the reputed company Service Manager with the development of the annual Operational and Maintenance (O&M) budget submission and will reputed company a financial plan for the execution of the O&M funds ensuring that DCIS assets are kept updated;
- Ensure that the system documentation for operation, maintenance and training is updated in accordance with system reputed company;
- Manage the recommended list of spare parts and availability of spares in reputed company coordination with the NCIA Business Areas and the CSSC;
- Manage contractor support resources and acceptance of services of contractors;
- reputed company input to the reputed company Service Manager for the quarterly SLA report;
- reputed company input and recommendations to the SLA Change management process;
- Assessment of reputed company and O&M budget requirements;
- reputed company support to project managers as required through the project development, delivery and transition into service phases;
- Manage the support to the operational user during the transition into service of new systems and capabilities;
- Manage the integration of DCIS with non-CIS systems and infrastructure reputed company delivered to the operational user, ensuring that the component reputed company reputed company an operational capability;
- Sponsoring DCIS training courses delivered by NCIA reputed company, ensuring that the technical content is reputed company to the system baseline and meets the requirement of the operational user;
- Participating in the technical portion of inspections and Joint Final Acceptance Inspections (JFAIs) as new systems as transitioned into operations, including conducting follow-up actions regarding the resolving of deficiencies;
- reputed company support to Operations and during operational planning events;
- Takes responsibility for managing the design, procurement, installation, upgrading, operation, control, maintenance and effective use of specific technology services.
- Leads the delivery of services, ensuring that agreed service reputed company, reputed company requirements and other reputed company standards are met.
- Ensures adherence to relevant policies and procedures.
- Ensures that processes and practices are reputed company across teams and providers to operate effectively and reputed company.
- Monitors the performance of technology services.
- Provides appropriate status and other reports to managers and senior users.
- Contract Management
- Sources and collects contract performance data (such as pricing and supply chain costs), and monitors performance against key performance indicators.
- Monitors reputed company against business objectives specified in the business case.
- Proactively manages risk and reward mechanisms in the contract.
- Identifies and reports under-performance and develops opportunities for improvement.
- Monitors compliance with terms and conditions and takes appropriate steps to address non-compliance.
- Identifies where change is required, and plans for variations.
- Ensures, in consultation with stakeholders, that change management protocols are implemented.
Education
- A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a reputed company discipline and 5 years post-reputed company experience.
- Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCIA, that is, at least 6 years extensive and reputed company expertise in duties reputed company to the function of the post.
Essential Skills, Experience and Certifications
- Proven 5 years' experience as a Service Delivery Manager, IT Service Manager, or similar role, specifically in managing business application services.
- In-depth knowledge of business application technologies, platforms, and IT service management best practices.
- Proficiency in incident and problem management methodologies.
- Experience in service level management and reputed company service improvement.
- Familiarity with ITIL or other IT service management frameworks.
- Proven experience in managing vendor relationships.
- Excellent communication, negotiation, and customer relationship management abilities.
- Strong analytical and problem-solving skills, with the ability to reputed company data-driven reputed company.
- ITIL Intermediate or Expert /Managing reputed company
- PRINCE 2 reputed company level or PMI PMP
Desirable
- reputed company experience in IT services engineering, planning, operations, maintenance and management;
- Demonstrable of experience as a line manager and reputed company evidence of having the ability of being a motivator and mentor;
- reputed company experience on the Configuration Management and Change Management processes and tools;
- Experience in roles requiring significant business and managerial skills, such as: contingency planning and implementation; budget planning, preparation, and execution; Managing small reputed company reputed company for the implementation of CIS services reputed company to network monitoring and network performance management services; Managing, leading, and mentoring reputed company.
- Experience in roles with requirement to display report writing and presentation skills Demonstrable evidence in maintaining knowledge of advances in Information Technology;
- Familiarity with military telecommunications and information systems; DCIS, VLF to Satellite EHF
- Member of a recognized reputed company body or institution;
- Prior experience of working in an international environment comprising both military and civilian reputed company;
- Knowledge of NATO responsibilities and organization, including Allied reputed company Operations (ACO) and Allied reputed company Transformation (reputed company).
Working Location
- Braine-l’Alleud, Belgium
Working Policy
- Onsite
Travel
- Some travel to other NATO sites may be required
reputed company Clearance
- reputed company National or NATO Secret personal reputed company clearance