Service Delivery Manager

il y a 1 mois

Brainel'Alleud, Belgique Enterpryze Consulting Ltd. Temps plein

**Service Delivery Manager (NaaS)
- **Working Location**:Braine-l'Alleud, Belgium**
- **Language**:High proficiency level in English language

**EXPERIENCE AND EDUCATION:
**Essential Qualifications/Experience:
- ITIL v4 Foundation
- Proficiency in incident and problem management methodologies
- Experience in service level management and continuous service improvement
- Familiarity with ITIL or other IT service management frameworks
- Proven experience in managing vendor relationships
- Proven experience as a people manager in a technology support or technical project delivery environment
- Minimum 3 years managing vendors and vendor contracts

**Desirable Qualifications/Experience**:

- Expert knowledge in Service Catalogue development and improvement
- Expert knowledge Service Level Management
- Expert knowledge of people management practices and principles
- Knowledge of NATO or national governmental acquisition policy and procurement procedures
- Prior experience of working in an international environment comprising both military and civilian elements
- Knowledge of NATO responsibilities and organization, including Allied Command Operations and Allied Command Transformation

**DUTIES/ROLE**:

- Consultancy
ü Takes responsibility for elements of a larger consulting engagement
ü Collaborates with clients as part of formal or informal consultancy engagements
ü Understands client requirements by collecting data and delivering analysis
ü Works collaboratively to develop and implement solutions
ü Seeks to address client needs within the defined scope of responsibility
ü Ensures that proposed solutions are properly understood and appropriately exploited
- Project management
ü Defines, documents and executes small projects or sub-projects
ü Works alone or with a small team actively participating in all phases of the project
ü Applies appropriate project management methods and tools
ü Identifies, assesses and manages risks effectively
ü Agrees project approach with stakeholders and prepares realistic project plans (including scope, schedule, quality, risk and communication plans)
ü Tracks activities against the project schedule, managing stakeholder involvement as appropriate
ü Monitors costs, times, quality and resources used takes action where these exceed agreed tolerances
- Service level management
ü Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
ü Analyses service delivery performance to identify actions required to maintain or improve levels of service
ü Initiates and reports on actions to maintain or improve levels of service
- Incident management
ü Provides first line investigation and gathers information to enable incident resolution and allocate incidents
ü Advises relevant persons of actions taken
- Problem management
ü Investigates problems in systems, processes and services
ü Assists with the implementation of agreed remedies and preventative measures
- Service acceptance
ü Engages with delivery teams to confirm that products developed meet the service acceptance criteria and are to the required standard
ü Provides input into change control processes
- Stakeholder relationship management
ü Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information
ü Implements stakeholder engagement/communications plan
ü Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management
ü Helps develop and enhance customer and stakeholder relationships

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