C002822 Service Delivery Manager (NS) - MON 8 May

Deadline Date: Monday 8 May 2023

Requirement: Service Delivery Manager

Location: Braine L'Alleud, BE

Full time on-site: Yes

Time On-Site: 100%

NATO Grade: A/80

Total Scope of the request (hours): 836

Required Start Date: 1 June 2023

End Contract Date: 31 December 2023

Required Security Clearance: NATO SECRET

Duties and Role:

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

• Act as Service Delivery Manager role for Service Delivery of all NATO Digital Workplace Workspace Services (Managed Devices, Print/Copy/Scan, Enterprise Mobility and overarching NATO Digital Workplace Service bundle):
• Assure Excellence in Delivery across all Workspace Services
• Day-to-day delivery of assigned services, in accordance with KPIs defined in the Service Level Agreements (SLA) and Operational Level Agreements (OLA), according to the agreed service model and any underpinning contracts with the Industry;
• Communication with Project Managers and customers, understanding of requirements and issues, management of expectations; preparation and presentation at Customer service performance reviews and in other committees and boards;
• Management of Industry Partners for Service Delivery;
• Liaison and collaboration with other areas within NDW and NCIA in order to assure Excellence in Delivery;
• Maintain a cost model for the assigned services and forecast and manage Operations and Maintenance (O&M) budget of these services;
• Maintain relevant Service Delivery Plans, and communicate performance against these plans to stakeholders;
• Develop, maintain and present Business Intelligence reports on the performance of the assigned services, covering user, NCIA Agency, and supplier activities, lessons learned log, and a Continuous Improvement roadmap;
• Manage, in accordance with ITIL4, relevant service delivery practices that will produce the agreed outcomes/value to customers;
• Participation in, and support of, projects across the NCI Agency, for any tasks or questions related to the assigned services;
• Provide technical and professional support and guidance;
• Deputize for higher grade staff, if required;
• Perform other duties as may be required.

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 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;
• Knowledge and experience related to design, implementation, operation, maintenance, support, of modern IT Services – with specific reference to Service Level Agreements and Underpinning contracts;
• Sound practical experience in Service Delivery and Service Operation;
• Sound experience with Stakeholder Management, Contract Management, Customer Service and Outsourcing;
• Working Knowledge of ITIL processes through whole service lifecycle (ITIL V4 knowledge a plus);
• Working knowledge of industry Project Management industry standards (Prince2, PMI);
• Good understanding of different agile delivery methodologies;
• Ability to work in a hybrid and multi-cultural environment with cross functional teams, manage the services and teams also working remotely, manage multiple tasks and projects in a fast-moving environment;

Desirable Experience and Education:

• Service Management qualifications, ITIL Foundation (V3 or, preferably, V4);
• Project Management qualifications (PRINCE2 Practitioner or PMI PMP);
• Extensive experience from working in a service provisioning organization as a service manager or similar profile;
• Experience in all Lifecycle aspects of Information Systems to achieve effective services development, deployment and support;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT;

Language Proficiency:

• A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some k