2751 Service Delivery Manager

CIS Infrastructure Management
- Engineering Support
- Security Accreditation

**Duties and Role**:
Under the direction of the Chief SL and Operational CIS Service Manager, but largely on his 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).
The said duties consist of:

- Manage the Static CIS infrastructure as a service and ensure system readiness at a level specified in the Service Level Agreement;
- Ensures the availability and quality of engineering support delivered to the customer through close co-ordination with NCI Agency service lines and the CIS Support and Sustainment Centre (CSSC);
- Provides support to Exercises;
- Manage the renewal of the security accreditation for each of the Static CIS systems;
- Manage the Static CIS Configuration Management Process to ensure that all assets are maintained at known configuration states and can be correctly accounted for;
- Conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Program (NSIP) when required;
- Develop Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements;
- Support the Principal Service Delivery Manager with the development of the annual Operations and Maintenance budget submission and will develop a financial plan for the execution of funds;
- Ensure that the system documentation for operation, maintenance and training is updated in accordance with system evolution;
- Manage the recommended list of spare parts and availability of spares in close coordination with the NCI Agency Service Lines and the CSSC;
- Manage contractor support resources and acceptance of services of contractors;
- Provides input to the Principal Service Delivery Manager for the quarterly Service Level Agreement report;
- Provides input and recommendations to the Service Level Agreement Change management process;
- Assessment of manpower and Operations and Maintenance budget requirements;
- Provides support to project managers as required through the project development, delivery and transition into service phase
- Manage the support to the operational user during the transition into service of new systems and capabilities;
- Manage the integration of Static CIS with non-CIS systems and infrastructure projects delivered to the operational user, ensuring that the component projects form an operational capability;
- Sponsoring Static CIS training courses delivered by NCISS Latina and ensuring that the technical content is aligned to the system baseline and meets the requirement of the operational user;
- Participating in the technical portion of inspections and Joint Final Inspection and Formal Acceptance (JFAI) as new systems as transitioned into operations, including conducting follow-up actions regarding the resolving of deficiencies;
- Provide system management representation and support to Director Service Operations (DDSO) during exercises planning events and represent NCI Agency as the system manager in the Deployed Network Operations Centre (DNOC) during the exercises;
- Provide support to DDSO during operational planning events;
- Performs other duties as may be required.

**Requirements**:

- NATO Secret security clearance
- Sound knowledge of ITIL processes with proven experience on one of these processes along with ITIL Foundation Certification;
- The incumbent must have a minimum of three years of CIS engineering experience and three years of experience in the management of CIS systems either as a project manager or service operations manager;
- The incumbent must have three years of experience as a line manager/matrix lead and provide evidence of having the ability of being a motivator and mentor;
- Demonstrable evidence in maintaining knowledge of advances in Information Technology;
- Proven success as an operational and technical team lead.