Service Delivery Manager

**Description**

**Requirement**:Service Delivery Manager

**Location**:Braine L'Alleud, BE

**Full time on-site**: Yes

**Time On-Site**:100%

**Required Security Clearance: NATO SECRET**

**Duties and Role**:
Under the direction of the Service Area Owner (Workspace Services), the incumbent will perform duties such as the following:

- Act 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):

- Assure Excellence in Delivery across all Workspace Services
- 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;
- Communication with Project Managers and customers, understanding of requirements and issues, management of expectations; preparation and presentation at Customer service performance reviews and in other committees and boards;
- Management of Industry Partners for Service Delivery;
- Liaison and collaboration with other areas within NDW and NCIA in order to assure Excellence in Delivery;
- Maintain a cost model for the assigned services and forecast and manage Operations and Maintenance (O&M) budget of these services;
- Maintain relevant Service Delivery Plans, and communicate performance against these plans to stakeholders;
- Develop, maintain and present Business Intelligence reports on the performance of the assigned services, covering user, NCIA Agency, and supplier activities, lessons learned log, and a Continuous Improvement roadmap;
- Manage, in accordance with ITIL4, relevant service delivery practices that will produce the agreed outcomes/value to customers;
- Participation in, and support of, projects across the NCI Agency, for any tasks or questions related to the assigned services;
- Provide technical and professional support and guidance;
- Deputize for higher grade staff, if required;
- Perform other duties as may be required.

**Requirements**:
**Skill, Knowledge & 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);
- Working knowledge of 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 fast-moving environment;
**Desirable Experience and Education**:

- Service Management qualifications, ITIL Foundation (V3 or, preferably, V4);
- Project Management qualifications (PRINCE2 Practitioner or PMI PMP);
- 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;
**Language Proficiency**:

- A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable.

NOTE: Most of the work of the NCI Agency is conducted in the English language.

**Competencies or Personal Attributes**:

- Deciding and Initiating Action - Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks;
- Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organizational and individual responsibility towards the community and the environment;
- Relating and Networking - Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others;
- Formulating Strategies and Concepts - Works strategically to realize organizational goals; sets and develops strategies; identifies, develops positive and compelling visions of the organization's future potential; takes account of a wide range of issues across, and related to,