Service Delivery Manager Voice and Video Services

il y a 3 semaines

Brainel'Alleud, Belgique Vector Synergy Temps plein

**Location**:
Braine L'Alleud, Belgium

**Security Clearance**:
NATO Secret

**Reference No**:
C001571 / Braine L'Alleud

**Skills, knowledge, experience required**:

- Specialization in Enterprise and Service Management;
- Knowledge and understanding of the elements and processes composing the services (Voice and Video) and its capabilities and constraints;
- Possession of good MS Office skills and MS Project based resource management tools;
- A minimum requirement of a Bachelor's degree at a nationally recognized/certified University in a related discipline and relevant years post-related experience;
- A strong knowledge and understanding of Voice and Video Services;
- Very good resource management skills (people, budgets);
- ITIL framework (mainly Svc. Ops and Svc. Transition and CSI butalso the Design aspects for Capacity/Availability/Continuity/Security/Supplier management);
- Excellent understanding for NCIA 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.

**Duties/role**:

- Being responsible to the Service Owner and Service Area Owner;
- Representing the service on behalf of SAO/SO where required;
- Delivering 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;
- Coordinating 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.);
- Being responsible for effective and efficient communication regarding his/her services with the customer through the existing channels and customer relationship processes. Tracking service metrics, under the governance of Service Management and Control, in order to maintain the agreed value to customer;
- Serving as liaison across all Agency functional elements required to enable the service provision;
- Being 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;
- Managing support contracts with industry;
- Developing an obsolescence management plan in accordance with the SAOs lifecycle management plan;
- Addressing reliability issues and proposing ways to reduce costs without affecting the quality of the service to the customer;
- Supporting project managers with the development of operation and maintenance and project transition plans;
- Coordinating the transition with the release and deployment managers and the customers. Ensuring that the service enters into the operation mode with the appropriate resources;
- Ensuring 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;
- Managing 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.

VECTOR SYNERGY sp. z o.o., ul. Marcelińska 90, 60-324 Poznań, NIP PL7811857270, REGON 301575740, KRS: 0000369575

Rejestr Przedsiębiorców KRS prowadzony przez Sąd Rejonowy Poznań - Nowe Miasto i Wilda w Poznaniu, VIII Wydział Gospodarczy KRS,

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