About this job

Sapienza Consulting is recruiting a Service Delivery Manager – Managed Device to work at NATO NCIA in Mons, Belgium.

Responsibilities

Under direction of Service Area Owner incumbent will perform duties such as:

• Day-to-day delivery of assigned services, in accordance with parameters defined in SLA, SSP, SSA or OLA, according to agreed service model and any underpinning contracts with Industry
• Oversight of the establishment and maintenance of the baseline for assigned services. This shall include: detailed implementation instructions for all staff involved in the life cycle of the services, baseline technical definition of services, configuration management of the services
• The correct planning for the delivery of the services, documented in ‘service delivery plans’, and correct expenditure of services budget against the plan
• Coordinate negotiation activity with vendors/providers
• Negotiating with other NCI Agency SLs, CIS Support Units (CSU) or other internal Units for the allocation of capacity needed to support the delivery of services. This can include, for example: touch labour allocated to CSUs or Subject Matter expertise from other SLs
• Monitoring and reporting of KPIs and associated metrics for their nominated services
• The planning and execution of transition of new / modified capability into service operations; advance coordination of all planned service outages, planned changes, or other service disruptions with the Ops Cen Duty Control Office
• 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
• Ensure manning and supervision of Level 2 (SL) personnel in the Ops Cen is appropriate to support the services
• Ensure any training, coaching and mentoring, needed by staff in the service delivery chain in order to enable them to perform all actions defined in service delivery model
• Correct time accounting for all personnel supporting delivery of the services
• Performs other duties as may be required

Profile

• Required Security Clearance: NATO Secret
• Master of Science (MSc) degree at nationally recognized/certified University in information systems related, scientific or engineering discipline and 5 years post-related experience; Or Bachelor of Science (BSc) degree at nationally recognized / certified University in related subject and 7 years post related experience; Or exceptionally, lack of university/college degree may be compensated by demonstration of candidate’s particular abilities or experience that is/are of interest to NCI Agency; that is, at least 12 years extensive and progressive expertise in duties related to function of the post
• Knowledge and experience related to design, implementation, operation, maintenance, support, configuration and administration of modern Information Systems
• Sound practical experience in the managing IT services with specific reference to service Transition and Operations
• Experience in all Lifecycle aspects of Information Systems to achieve effective services development, deployment and support
• Working knowledge of ITIL v3/v2011 processes through whole service lifecycle
• Working knowledge of industry Project Management industry standards (Prince2, PMP)
• Solid experience applying situational leadership (directing, coaching, supporting or delegating) as required for assigned personnel
• Proven ability to communicate effectively orally, using tact and diplomacy, and in writing with good briefing skills

• Desirable Experience and Education:
• Professional qualification or Professional Accreditation in a field related to function of the post;
• ITIL v3/v2011 Expert Certificate
• Prince 2 Practitioner Certificate
• Experience and/or professional certification in the design, implementation and administration of COTS products such as MS Windows Server, Linux, Oracle, MS SQL, VMware, MS Hyper-V, MS SharePoint, MS Active Directory and Active Directory Federation Services, MS Exchange, MS Skype for Business, VDI, Storage, Client OS (Windows, OSX, iOS, Android, etc);
• Prior experience of working in an international environment;
• Knowledge of NATO responsibilities and organization, including Allied Command Operations, Allied Command Transformation and NATO Agencies
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