Service Delivery Manager

Il y a 6 mois

Brainel'Alleud, Belgique Spektrum Group Temps plein

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.

In order 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 categorises: 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 Duties and Responsibilities**

Under the direction of the Principal Service Manager, but largely under own initiative, the incumbent will perform duties pertaining to the delivery of CIS services as detailed in the Service Level Agreements between NCI Agency (as the service provider) and the service operator and user (the customer):

- Managing the assigned service and ensure system readiness at a level specified in the SLA. Ensuring the availability and quality of engineering support delivered to the customer through close coordination with NCI Agency service lines and the CIS Support and Sustainment Centre (CSSC);
- Manage the Configuration Management to ensure that all assets are maintained at known configuration states and can be correctly accounted for;
- Will conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required;
- Will manage Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements;
- Will support the Principal Service Manager with the development of the annual Operation and Maintenance budget submission;
- Will contribute to and support the system documentation for operation, maintenance and training is updated in accordance with system evolution;
- Managing contractor support resources and acceptance of services of contractors;
- Will provide input to the Principal Service Manager for the Quarterly SLA report;
- Will provide input and recommendations to the SLA Change management process;
- Assessment of manpower and O&M budget requirements;
- Will provide support to project managers as required through the project development, delivery and transition into service phases;
- Performs other duties as may be required.

**Essential Skills and Experience**
- Service Management: ITIL Foundation and Intermediate Certifications certified in either Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA and or Continual Service Improvement; or latest versions
- Sound experience in IT services engineering, planning, operations, maintenance and management;
- Demonstrable of experience as a line manager and provide evidence of having the ability of being a motivator and mentor;
- Sound experience on the Configuration Management and Change Management processes and tools;
- Experience in roles requiring significant business and managerial skills, such as: contingency planning and implementation; budget planning, preparation, and execution;
- Managing small scale projects for the implementation of CIS services related to network monitoring and network performance management services; Managing, leading, and mentoring a

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