About this job

Sapienza Consulting is recruiting a Principal IT Service Catalogue Manager at NATO-NCIA in Mons, Belgium.

Responsibilities

Under the direction of the NSII Deputy Service Line Chie, the incumbent will perform duties such as the following:

• The Principal IT Service Catalogue Manager (PSCM) is responsible to establish and improve NSII IT Service Model along the NCIA Enterprise Service Delivery Model (ESDM) with corresponding Processes, Procedures, and Artefacts (NSII Service Baseline);
• The PSCM is responsible that the defined IT Service Model, Processes and Procedures are followed consistently by the NSII Service Areas;
• The PSCM verifies and validates the NSII Service Baseline (e.g. NSII IT Service Catalogue, NSII Service Level Agreements, and NSII Operating Level Agreements, individual NSII Service Delivery Plans);
• The PSCM verifies and validates the NSII IT Service Delivery Performance against the Service Level Agreements with the Customers;
• The PSCM identifies, proposes, and controls continuous IT Service improvements to the NSII Service Area Owners and the Service Line Chief;
• The PSCM is responsible for the creation and improvement of the following key NSII IT Service Baseline artefacts: NSII IT Service Strategy, NSII IT Service Transition Strategy, NSII Service Delivery Management Plan, NSII Service Improvement Plan, NSII IT Service Catalogue, and NSII IT Service Level Management Plan;
• The PSCM creates and improves the NSII IT Service Cost Model for all IT Services in the NSII IT Service Catalogue;
• The PSCM verifies and validates the correct ordering of and accounting for NSII IT Services;
• The PSCM monitors and controls the Transition of each capability (project) into Service Operation along the NSII IT Service Transition Strategy and IT Service Delivery Management Plan;
• The PSCM chairs the NSII IT Service Management Board that approves new NSII IT Services, any change of NSII IT Service state (e.g. activation, suspension or disposal), any change to NSII IT Services, monitors NSII IT Service performance, and solves or escalates NSII IT Service exceptions;
• The PSCM creates NSII IT-Service Management Training materials and performs recurring Training to the NSII IT Service Delivery Managers and NSII Operations Managers;
• The PSCM creates and maintains NSII IT-Service related Reports and/or Presentations to the NSII Service Line Chief, Agency Senior Management and/or external Agency stakeholder;
• The PSCM liaises on all IT-Service Management related matter with internal Agency stakeholder and external NATO bodies, Nations, and Industry;

Profile

• Master’s Degree in Computer Science or Engineering;
• ITIL V3 Certified up to “Practitioner Level” (mandatory) or equivalent ITIL V2 Certificate;
• 8 to 10 years of relevant experience as IT Service Delivery Manager in medium to large size organisations managing critical infrastructure IT-Services;
• 3 to 5 relevant experience as IT Service Catalogue Manager incl. development and improvement of one or more IT Service Cost Models;
• 2 to 3 years relevant experience as IT Service Level Manager incl. development and improvement of SLAs and OLAs;
• Expert knowledge in IT Service Strategy, IT Service Design, IT Service Transition, and IT Service Improvement;
• Expert knowledge in Service Catalogue development and improvement;
• Expert knowledge Service Level Management;
• Must to hold a NATO Secret Security Clearance;
• Knowledge of another NATO member-state language is an asset;
• Candidates must be eligible to work in the EU.