About this job

We are recruiting a Service Delivery Manager for Sapienza to work on our Customers Site (NATO NCIA)

Responsibilities

The SDM is responsible for the delivery of the service within the agreed performance levels. (S)He coordinates all the activities related to the delivery of the service and relies on a Service Engineer for all technical aspects of the service. The SDM analyses customers’ requirements and proposes efficient solutions for the implementation of the service. (S)He maintains the service delivery plan and interacts with de-centralized CIS Support Units to streamline the delivery of the service across NATO. The SDM is responsible for the coordination of SLAs, OLAs and underpinning contracts. (S)He maintains working relationship with external contractors in close coordination with the Acquisition department

Profile

• Proven experience in IT Service Delivery
• Previous Experience in change and configuration management
• SLA and OLA management
• Partner relationship management
• Working knowledge of ITIL and its processes
• Proficient in the creation and maintenance of Service documentation (Standard Operation Procedures, Service Design Packages, Service Delivery Plans.
• Hold a valid NATO Secret Security Clearance

Candidates must be eligible to work in the EU

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