Service Delivery Manager Outsourced Services


Europa / Europe

Nato clearance: 


Job description: 

LOCATION: Mons, Belgium
DURATION: 6 months with possible extensions
SALARY: Negotiable daily rate

Under the direction of the Service Area Owner the incumbent will perform duties such as the following
• Day-to-day delivery of the assigned service, in accordance with the parameters defined in the SLA, SSP, SSA or OLA, according to the agreed service model and any underpinning contracts with the Industry
• Oversight of the establishment and maintenance of services outsource contracts.
• This shall include: technical baseline and definition of the service translated into Statement of Work for the Industry, Service Design Activity, Service Transition to Operation, configuration and change management of the service, etc
• In service Operations phase, ensure Contractor Compliancy to the agreed KPIs, support administrative activity to fulfil contracts provisioning (Budget planning, Execution, exceptions) in coordination with Acquisition office;
• Coordinate negotiation activity with vendors/providers in establishment or renewal of Services Outsource Contracts
• The planning and execution of transition of new / modified capability into service operations; early coordination of all planned service outages, planned changes, or other service disruptions with the Ops Cen Duty Control Office
• 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
• Ensure manning and supervision of Level2 (SL) personnel in the Ops Cen is appropriate to support the service
• Ensure any training, coaching and mentoring, needed by staff in the service delivery chain in order to enable them to perform all actions defined in the service delivery model
• Correct time accounting for all personnel supporting delivery of the service
• Performs other duties as may be required

Job requirements: 

Essential Experience and Education:
• A Master of Science (MSc) degree at a nationally recognised/certified University in an Information systems related, or Business Administration and 5 years post-related experience;=
• Or a Bachelor of Science (BSc) degree at a nationally recognised/certified University in a related subject and 7 years post related experience
• Or exceptionally, the lack of a university/college degree may be compensated by the demonstration of a candidate’s particular abilities or experience that is/are of interest to NCI Agency; that is, at least 12 years extensive and progressive expertise in the duties related to the function of the post
• Knowledge and experience related to design, implementation, operation, maintenance, support, of modern IT Services with specific reference to SLAs Management and Underpinning contracts;
• Sound practical experience in Service level Management and Operations
• Experience with public/private cloud concepts
• Experience with contracting to Industry for support services
• Working Knowledge of ITIL v3/v2011 processes through whole service lifecycle
• Working knowledge of industry Project Management industry standards (Prince2, PMP)
• Solid experience applying situational leadership (directing, coaching, supporting or delegating) as required for the assigned personnel;
• Proven ability to communicate effectively orally, using tact and diplomacy, and in writing with good briefing skills

Additional information: 

• Professional qualification or Professional Accreditation in a field related to the function of the post.
• Service Oriented Architecture, micro services, cloud technologies and supporting data architectures including data centricity;
• Experience from working in a service provisioning organization as service manager or similar profile with a minimum of three years practice ;
• Experience in all Lifecycle aspects of Information Systems to achieve effective services development, deployment and support
• ITIL Concepts and Operation;
• Project Management qualification (PRINCE2, etc.)
• Prior experience of working in an international environment.
• Knowledge of NATO responsibilities and organization, including Allied Command Operations, Allied Command Transformation and NATO Agencies