Principal Technician
il y a 2 semaines
Location:
Braine L'Alleud, Belgium
Security Clearance:
NATO Secret
Reference No:
C002705 / Braine L'Alleud
Introduction:
Under the direction of the Service Delivery Managers (SDMs) of Workspace Services and in close collaboration with the Managers responsible the overall Service Delivery of the area, the incumbent is leads the Management of all the Service Levels regarding all services within the Workspace area.
The incumbent is also responsible for liaison with Industry Partners (Underpinning contracts) and local Support Units (OLAs) in order to assure agreed Service Levels are met and timely reporting is provided.
This includes the synchronization of resources that support the Services including resources that are located out of the incumbent organizational control.
The incumbent is also responsible for Continual Service Improvement (CSI) and the management of change affecting the Services under his care and is a primary stakeholder in all of the underlying IT processes which enable or support the Service they own.
Skills, knowledge, experience required:
- A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 3 years postrelated experience,
- Knowledge and experience related to design, implementation, operation, maintenance, support, of modern IT Services with specific reference to Service Level Agreements and Underpinning contracts;
- Sound practical experience in Service Delivery and Service Operation;
- Sound experience with Stakeholder Management, Contract Management, Customer Service and Outsourcing;
- Working Knowledge of ITIL processes through whole service lifecycle (ITIL V4 knowledge a plus);
- Working knowledge of industry Project Management industry standards (Prince2, PMI);
- Good understanding of different agile delivery methodologies;
- Ability to work in a hybrid and multicultural environment with cross functional teams, manage the services and teams also working remotely, manage multiple tasks and projects in a fastmoving environment.
Desirable:
- Service Management qualifications, ITIL Foundation (V3 or, preferably, V4);
- Project Management qualifications (PRINCE2 Practitioner or PMI PMP);
- Extensive experience from working in a service provisioning organization as a service manager or similar profile;
- Experience in all Lifecycle aspects of Information Systems to achieve effective services development, deployment and support;
- Prior experience of working in an international environment comprising both military and civilian elements;
- Knowledge of NATO responsibilities and organization, including ACO and ACT.
Duties/role:
- Problem management:
- Participating in Problem Management, in order to identify and remove the rootcauses of Incidents;
- Relationship management:
- Representing the Services across the organization and across the customer base;
- Change enablement:
- Coordinating the Change Enablement and the Release & Deployment processes for his Services;
- Representing, by delegation of the SAO, the assigned Services in the meetings of the NDW CAB (Change Advisory Board) or the Enterprise CAB, to ensure coordination of all changes to any service with other entities potentially affected, including all other NCI Agency services relying on the NDW services;
- Monitoring and reporting:
- Defining and reporting Key Performance Indicators (KPI) and associated metrics for his Services;
- Proactively monitoring the Services in order to identify issues and take advance action to prevent issues becoming Incidents;
- Service asset and configuration management:
- Providing Lifecycle management of the hardware and software assets of the Services (this includes the role of "Resource Manager", in the AT&T portfolio, for the deployed software/hardware products);
- Workforce and talent management:
- Providing personal, technical and professional support and guidance for assigned staff as an integral part of career development;
- Maintaining a proper match between workload and work capacity in the section, recommending hiring or training, as required;
- Supporting recruitment and selection of staff, to maintain authorized complement at highest quality;
- Service portfolio management:
- Analyzing requests for new Services and assisting in the production of "rough order of magnitude" cost/time estimates and Price Proposals;
- Supplier management:
- Ensuring external acquisition requests for contractors, consultants, hardware, software, consumables, etc. are placed in a timely manner and that an annual spending plan is maintained and efficiently executed;
- Ensuring that providers of OLA's / Underpinning contracts perform as agreed, identifying to them any issues and holding them accountable for the resolution of the issues;
- Knowledge management:
- Developing Standard Operating Procedures, Standard Operating Instructions, Guidelines, Checklists and Templates for his Se
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