Service Delivery Manager

il y a 2 semaines

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**
- Represent the service on behalf of SAO/SO where required.
- Deliver Voice and VTC services in accordance with customer service agreements (SLA, SSP, etc.) across the customer and NATO AoR (including missions and exercises), ensuring the expected quality, level of security and cost to customers;
- Lead planning, performance monitoring and execution activities for service delivery with focus on financials, service quality, customer satisfaction, continuous service improvement and resource management;
- Coordination 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.);
- Lead business planning and execution for Voice and VTC services;
- Support the SAO in resource management, ensuring planning and execution within the allocated service budget;
- Effective and efficient communication regarding his/her services with the customer through the existing channels and customer relationship processes. Tracks service metrics, under the governance of Service Management and Control, in order to maintain the agreed value to customer
- Develop and maintain service related documents (e.g. Service Delivery Plans and service definitions in the service catalogue);
- 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.
- Manage new business intake requests coming from customers in coordination with technical leads and project managers;
- Work closely with the project managers across agency Business Areas to ensure the customer is provided with a seamless transition into service;
- Manage support contracts with industry.
- Serves as liaison across all Agency functional elements required to enable the service provision.
- Manage 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.

**Essential Skills and Experience**
- Proficiency in incident and problem management methodologies. - Experience in service level management and continuous service improvement.
- 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.
- Extensive experience as line manager and provide evidence of having the

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