About this job

Sapienza Consulting, a Serco company, is recruiting a Service Delivery Manager – VTC to join NATO – NCIA in Mons, Wallonia, Belgium.

Responsibilities

Responsible to the Service Owner and Service Area Owner for the following:

• Represent the service on behalf of SAO/SO where required
• Delivery of the service in accordance with the customer service agreements (SLA, SSP, SST, SSC-OLA, etc.) across the customer and NATO AoR (including missions and exercises), with the expected quality, level of security and cost to the customer/user
• Coordination with enabling and/or supporting Organizational Units and services for the allocation of capacity needed to deliver of the service (e.g. touch labor at CSUs, change management, IV&V, quality insurance, instructors and other SMEs from other SLs, etc.)
• Effective and efficient communication regarding his/her services with the customer through the existing channels and customer relationship processes. Tracks service metrics, under the governance of Service Management and Control, in order to maintain the agreed value to customer
• Serves as liaison across all Agency functional elements required to enable the service provision
• May be responsible for the resource management within the allocated service budget (incl. the creation of Purchase Requisitions through to the receipting and control of the time accounting for resources supporting delivery of the service.)
• Developing and maintaining service related user and technical documents (e.g. Service Delivery Plans, service definitions in the service catalogue, operator and maintenance guides, new release notes, installation capabilities, testing results etc.)
• Scheduling resources to support the service lifecycle processes (including Service Design, Service Transition, Service Operations and Continuous Service Improvement) in accordance with Agency policy and procedures
• Manage support contracts with industry
• Development of an obsolescence management plan in accordance with the SAOs lifecycle management plan
• Addresses reliability issues and proposes ways to reduce costs without affecting the quality of the service to the customer
• Support project managers with the development of operation & maintenance and project transition plans. Co-ordinates the transition with the release and deployment managers and the customers. Must ensure that the service enters into the operation mode with the appropriate resources
• Ensure training, coaching and mentoring needed by staff in the service delivery chain in order to enable them to perform all actions defined in the SDP
• Manage projects, typically (but not exclusively) involving the development and implementation of business processes to meet identified business needs, acquiring and utilizing the necessary resources and skills, within agreed parameters of cost, timescales, scope and quality. Specialization in Enterprise and Service Management
• Should have a knowledge and understanding of the elements and processes composing the VTC service and its capabilities and constraints. Must possess good Microsoft Office skills and Microsoft Project based resource management tools

Profile

• The candidate must have a currently active NATO SECRET security clearance
• A minimum requirement of a Bachelor’s degree at a nationally recognized/certified University in a related discipline and relevant 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 6 years extensive and progressive expertise in duties related to the function of the post
• A strong knowledge and understanding of VTC Services
• Very good resource management skills (people, budgets)
• ITIL framework (mainly Svc. Ops and Svc. Transition and CSI but also the Design aspects for Capacity/Availability/Continuity/Security/Supplier management)
• Excellent understanding for NCI Agency processes and procedures relating to service delivery (Eg: staffing CRFs through the R2P to PP, managing service projects in EPM, raising PRs and other processes in EBA, etc)
• Experience in performing main aspects of project management functions including: the definition of requirements, project and funding authorization, acquisition, testing, acceptance, fielding, supporting, training, schedule management, integrated project reviews