Service Delivery Officer
il y a 2 semaines
**Location**:
Mons, Belgium
**Security Clearance**:
NATO Secret
**Reference No**:
C002595 / Mons
**Skills, knowledge, experience required**:
- A university degree at a nationally recognised/certified University in a field related to IT or Information Management and 2 years of post-related experience;
- At least 3 years of experience in Information and Knowledge Management, ideally in the field of Cyber Security;
- Extensive experience in IT Service Delivery with proven success in maintaining and improving a range of services, ideally in Cyber Security;
- Hold a professional certification on IT Service Management, ideally on ITIL, and ideally focused on Service Delivery and Continuous Service Improvement;
- Very good communications skills and reporting experience with capacity to communicate to different types of audience (senior executive, middle management, technical and non-technical).
**Desirable**:
- Working experience in:
- Support of IT project team;
- Computer Emergency Response Team (CERT) or similar Cyber Security structure;
- An International Environment;
- Knowledge of NATO responsibilities and organizational, including ACO and ACT;
- Certifications:
- In Information Management;
- Certified Information Systems Security Professional (CISSP);
- In Project Management, like PRINCE2 or PMP.
**Duties/role**:
- Supporting the Service Delivery process by identifying and reporting the Key Performance Indicators, identifying risks area, raising and following the resolution of IT Incident impacting our services, leading Root Cause Analysis and liaising with service customers to communicate on service degradation;
- Contributing to the development and improvement of CS OPS services cost model;
- Supporting the IT Change management process and the NCSC Design Authority and Segment/Solution Architects streams of work by providing the necessary information about the technical and procedural requirement and representing OPS position and interests in such meetings and discussions;
- Leading Continuous Service Improvement effort by collecting users' requests and assessing how possible it can be implemented without requiring a project;
- Writing and maintaining the Service Description, Service Delivery Plan, Business Cost Model and any other document required to ensure our services are well understood by the customer, costed accordingly and adapted to their needs;
- Building and maintaining the taxonomy related to the Branch's information;
- Managing the content of the different information portals with the agreed taxonomy;
- Designing, creating and distributing a variety of reports, briefings and dashboards, to different type of audience (Business owners, Operational community, IT Service Management, Cyber Security community);
- Delivering support to NATO projects by representing the Branch interests, technical and procedural expertise within NCSC and NCIA;
- Preparing input for CS OPS weekly and monthly briefings on services and well as monthly and quarterly reports.
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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