Service Delivery Manager

il y a 3 jours

Brainel'Alleud, Belgique Vector Synergy Temps plein

**Location**:
**Security Clearance**:
Reference No.

Braine L'Alleud, Belgium

NATO Secret

C002639 / Braine L'Alleud

**Skills, knowledge, experience required**:

- A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 3 years of post-related experience;
- Knowledge and experience related to design, implementation, operation, maintenance, support, of modern IT Services - with specific reference to Service Level Agreements and Underpinning contracts;
- Sound practical experience in Service Delivery and Service Operation;
- Sound experience with Stakeholder Management, Contract Management, Customer Service and Outsourcing;
- Working Knowledge of:

- ITIL processes through whole service lifecycle (ITIL V4 knowledge a plus);
- Industry Project Management industry standards (PRINCE2, PMI);
- Good understanding of different agile delivery methodologies;
- Ability to:

- Work in a hybrid and multi-cultural environment with cross functional teams, manage the services and teams also working remotely, manage multiple tasks and projects in a fastmoving environment;
- Take responsibility for actions, projects and people; take initiative and work under own direction; initiate and generate activity and introduce changes into work processes; make quick, clear decisions which may include tough choices or considered risks;
- Uphold ethics and values; demonstrate integrity; promote and defend equal opportunities, build diverse teams; encourage organizational and individual responsibility towards the community and the environment;
- Easily establish good relationships with customers and staff; relate well to people at all levels; build wide and effective networks of contacts; use humor appropriately to bring warmth to relationships with others;
- Work strategically to realize organizational goals; set and develop strategies; identify, develop positive and compelling visions of the organization's future potential; take account of a wide range of issues across, and related to, the organization;
- A thorough knowledge of one of the two NATO languages, both written and spoken. NOTE: Most of the work of the NCIA is conducted in the English language.

**Desirable**:

- Extensive experience from working in a service provisioning organization as a service manager or similar profile;
- Experience in all Lifecycle aspects of Information Systems to achieve effective services development, deployment and support;
- Prior experience of working in an international environment comprising both military and civilian elements;
- Knowledge of NATO responsibilities and organization, including ACO and ACT;
- Certifications:

- Service Management qualifications, ITIL Foundation (V3 or, preferably, V4);
- Project Management qualifications (PRINCE2 Practitioner or PMI PMP);
- Some knowledge of the other NATO languages.

**Duties/role**:

- Acting as Service Delivery Manager role for Service Delivery of all NATO Digital Workplace Workspace Services (Managed Devices, Print/Copy/Scan, Enterprise Mobility and overarching NATO Digital Workplace Service bundle);
- Assuring Excellence in Delivery across all Workspace Services;
- Providing day-to-day delivery of assigned services, in accordance with KPIs defined in the Service Level Agreements (SLA) and Operational Level Agreements (OLA), according to the agreed service model and any underpinning contracts with the Industry;
- Communicating with Project Managers and customers, understanding of requirements and issues, management of expectations; preparing and presenting at Customer service performance reviews and in other committees and boards;
- Managing Industry Partners for Service Delivery;
- Liaising and collaborating with other areas within NDW and NCIA in order to assure Excellence in Delivery;
- Maintaining a cost model for the assigned services and forecast and managing Operations and Maintenance (O&M) budget of these services;
- Maintaining relevant Service Delivery Plans, and communicate performance against these plans to stakeholders;
- Developing, maintaining and presenting Business Intelligence reports on the performance of the assigned services, covering user, NCIA, and supplier activities, lessons learned log, and a Continuous Improvement roadmap;
- Managing, in accordance with ITIL4, relevant service delivery practices that will produce the agreed outcomes/value to customers;
- Participating in, and supporting, projects across the NCIA, for any tasks or questions related to the assigned services;
- Providing technical and professional support and guidance;
- Deputizing for higher grade staff, if required;
- Performing other duties as may be required.

VECTOR SYNERGY sp. z o.o., ul. Dąbrowskiego 553, 60-451 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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