Service Delivery Manager Support
il y a 1 mois
Spektrum have a wide range of exciting opportunities in several global locations.
We are always looking to add great new talent to our team and look forward to hearing from you.
**Who we are supporting**
The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.
The NCIA provides a wide range of services, including:
- Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
- Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
- Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
- Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.
**The program**
**Assistance and Advisory Service (AAS)**
The NATO Communications and Information Agency (NCI Agency) is NATO's principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.
To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.
**Role Background**
The NATO Communications and Information Academy (NCI Academy) located in Portugal, Belgium and The Netherlands reinforces NATO's technological edge through excellence in Cyberspace learning.
The NCI Academy has the Academy Learning Environment, which is the toolset associated with all back-end learning and development activities, the transfer of knowledge from trainers to students and the support of the student learning process. To secure the Academy Learning Environment, there is a team responsible for all activities related to the operation and maintenance of this infrastructure. In addition to setting up courses, maintaining them and deploying them as they iterate, the team is also responsible for running projects to ensure that the Academy Learning Environment is state of the art.
The Business Management Department (BMD) is led by the Business Manager who is accountable to the Director for developing, maintaining and prioritising the Business portfolio and the planning of all Academy business. The BMD function ensures that the Academy revenue and resourcing are balanced and adequate to address the NATO Enterprise and NCI Agency Corporate requirements. This department manages all agreements with customers, Operation Level Agreements (OLAs) with Service lines and business arrangements for Education and Individual Training services and projects. The Business Manager supports the Director, who is the service owner, with relevant data to ensure the Academy will remain in the remits of funding. Learning Design and Development functions are also delivered by the Business Management Department. The Business Management Department consists of three Branches, which are Strategic Engagements & Opportunities; Project, Service and Product Management; and Learning Design & Development. The department also plays a key role in Agency and NATO-wide innovation in the E&T domain.
**Role Duties and Responsibilities**
- Project, Service and Product Management Branch (PSPMB) customer facing shared mailbox processing
- Develop and maintain the knowledge of Customers portfolio, Catalogue listed products, regulatory frameworks, directives, policies, internal processes, and terms and conditions in order to provide cohesive service/response to customers;
- Act as the first-line customer service support/help desk, including production and maintenance of supporting documentation;
- Customers and stakeholders engagement
- Develop and maintain good and long-lasting relationship with customers;
- Act as the knowledge hub and first-line customers' POC;
- Contribute to Academy customer engagement activities (conferences, workshops, meetings);
- Contribute to quarterly and annual customer survey development, analysis and reporting;
- Issue customer reports and support FIN in pro
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