C002743 Section Head, Content Collaboration (NS) - WED 22 Mar

Deadline Date: Wednesday 22 March 2023

Requirement: Section Head, Content Collaboration

Location: The Hague, NL

Full time on-site: Yes

Time On-Site: 100%

NATO Grade: G17/96

Total Scope of the request (hours): 836

Required Start Date: 17 April 2023

End Contract Date: 31 December 2023

Required Security Clearance: NATO SECRET

Duties and Role:

Under the direction of the Service Area Owner (SAO) of the Content Platforms Services, the incumbent will perform duties such as the following:

• Leads the Content Collaboration Section and is accountable for all the Content Collaboration Services throughout their entire Service lifecycle, in order to fulfil the agreements established with the customers (SLAs/OLAs), regardless of where the technology components, processes or professional capabilities reside.

Business Analysis:

• Meets with the user community in order to understand the business needs and to propose the best solution;

Project Management:

• Produces "rough order of magnitude" cost/time estimates and price proposals for new Content Collaboration Services (or for the enhancement of the existing Content Collaboration Services);
• Coordinates minor Projects for the implementation/enhancement of Content Collaboration Services, by planning and monitoring the design, development, installation, upgrade, configuration, migration and training activities;

Service Management

• Coordinates and monitors the 2nd/3th level support for Incident Management: investigation, analysis, detailed problem diagnosis/resolution and follow-up to resolution of the Incident;
• Serving as the first point of escalation (notification) for major incidents relating to the Services;
• Coordinates and monitors the Service Requests fulfilment process;
• Participates to Problem Management, in order to identify and remove the root-causes of Incidents;
• Represents the Services across the organization and across the customer base;
• Coordinates the Change Enablement and the Release & Deployment processes for the Services and represents, by delegation of the SAO, the assigned Services in the various CABs (Change Advisory Boards), to ensure coordination of all changes to any service with other entities potentially affected;
• Supports the transition of "Service changes" into Service operation;
• Authorizes the new "release packages" of the Services to start the Change enablement process;
• Defines and reports Key Performance Indicators (KPI) and associated metrics for his/her Services and proactively monitors the Services in order to identify issues and take advance action to prevent issues becoming Incidents;
• Lifecycle management of the hardware and software assets of the Services (this includes the role of "Resource Manager", in the AT&T portfolio);
• Controls and/or executes the expenditures of the Services budget, including the creation of Purchase Requisitions for contractors, consultants, hardware, software, consumables, etc., ensuring that they are placed in a timely manner and that an annual spending plan is efficiently executed; controls the time accounting for all staff supporting delivery of the Services;
• Maintains at all times per Service the list of all customers of the service, together with their funding status (highlighting any overdue payments);
• Ensures that providers of OLA's / Underpinning contracts perform as agreed, identifying to them any issues and holding them accountable for the resolution of the issues;
• Develops Standard Operating Procedures, Standard Operating Instructions, Guidelines, Checklists and Templates for his/her Services;
• Is responsible for the Continual Service Improvement (CSI) of his/her Services.

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 3 years post-related 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 NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post;
• At least 2 years of working experience as Service Manager or Proj