About this job

Sapienza Consulting is recruiting Services Ops Snr Tech to join NATO-NCIA, at Mons, Belgium

Responsibilities

Operational Processes

• Provide Subject Matter Expertise (SME) to support Ops Centre staff in operation and continual service improvement of enterprise processes and ways of working
• Drive effort in maturing Incident, Problem, Access, Event and Request Fulfilment Management
• Create, format and publish process documentation, and influence integration of catalogue of customer facing and IT technical services and other documentation as required
• Assist in all day-to-day activities associated with Ops Centre service management tasks and initiatives, including but not limited to planning, prioritizing, coordinating with process owners/Service Delivery Managers, tracking, status updates and identifying and managing issues as they arise
• Supports others to enable them to complete Service Management knowledge activities and form knowledge management habits and reports on progress of knowledge management activities

IT Service Management toolsets

• Assist Ops Centre requirements gathering and configuration of Service Management toolsets (Note: Agency’s main toolset is BMC Remedy ITSM).
• Contribute to Ops Centre effort to automate and improve Service Management toolsets
• Manage execution and implementation of Service Management Tools and Reporting, including analysis and administration of SLM tools to understand key performance indicators for managing service delivery and modern reports for management support, and operational and strategic planning

Continual Service Improvements

• Contribute to continual service improvement through effective use of metrics in support of key performance indicators and critical success factor used to manage service delivery
• Assist in management of Agencies Service Delivery Partners when required to integrate vendors processes/procedures into enterprise Agency solutions
• Monitor process and toolset progress closely in order to coach and guide teams so there is acceptance of new processes and any issues can be quickly addressed
• Investigates problems in processes and services management activities, and implement solutions and preventative measures as necessary
• Contributes to collection of evidence and conduct of reviews of activities, processes, data, products or services
• Performs other duties as may be required

Profile

• Required Security Clearance: NATO Secret
• Minimum requirement of secondary high school discipline and 2 years post-related experience
• Plus higher educational qualification but less practical experience or less formal educational background combined with particularly relevant practical experience may also be acceptable
• Analyses and reviews business processes; identifies alternative solutions to exploit new technologies and automation
• Customer service – able to de-escalate and troubleshoot advanced customer issues on Service Delivery issues
• Problem Solver – Adept at complex problem solving and collaborating with multiple disciplines including: Support
• Service Lines, Service Delivery Managers, CIS Support Units, Account Managers and Service delivery staff across large enterprise and matrix organisation
• Outstanding interpersonal skills with demonstrated ability to communicate effectively and influence at all levels of organization
• Desirable Experience and Education:
• Business analysis and strategy development
• Experience in developing and managing operational KPI’s and metrics
• Maintains a high degree of customer service for all support queries and adheres to excellent service management principles
• Able to work across the organization to build a compelling Knowledge Service capability.
• Lean – knowledge of lean methodology
• Prior experience of working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including ACO and ACT

Candidates must be eligible to work in the EU

For information on how we process the personal data in your application, please see the Sapienza Privacy Statement here.