Senior Service Manager

Contenido de trabajo

• Working Location: Braine-l’Alleud, Belgium
• Language: High proficiency level in English language
  
  

Experience And Education

Essential Qualifications/Experience:

• Extensive knowledge of modern communication and Internet Protocol (IP) based networking technologies and systems including security aspects
• A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience
• Or exceptionally, the lack of a university 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 10 years extensive and progressive expertise in duties related to the function of the post
• Service Management: ITIL Foundation and Intermediate Certifications certified in either Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA and or Continual Service Improvement; or latest versions
• Sound experience in IT services engineering, planning, operations, maintenance and management
• Demonstrable of experience as a line manager and provide evidence of having the ability of being a motivator and mentor
• Sound experience on the Configuration Management and Change Management processes and tools
• Experience in roles requiring significant business and managerial skills, such as:
  
  

ü Contingency planning and implementation

ü Budget planning, preparation, and execution

ü Managing small scale projects for the implementation of CIS services related to network monitoring and network performance management services

ü Managing, leading, and mentoring a team

• Experience in roles with requirement to display report writing and presentation skills
  
  

Desirable Qualifications

• ITIL Expert /Managing Professional
• PRINCE 2 Foundation level or PMI PMP
• MSP Foundation
• Management of Risk Foundation
• Demonstrable evidence in maintaining knowledge of advances in Information Technology
• Proven success as an operational, technical team lead and service manager
• Familiarity with military telecommunications and information systems; VLF to Satellite EHF
• Member of a recognized professional body or institution
• Prior experience of working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including
• Allied Command Operations (ACO) and Allied Command Transformation (ACT)
  
  

Duties/Role

• Managing the Deployable CIS infrastructure as a service and ensure system readiness at a level specified in the SLA. Ensuring 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) and the Forward Support Point (FSP)
• Manage the DCIS Configuration Management to ensure that all assets are maintained at known configuration states and can be correctly accounted for
• Will conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required
• Will manage Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements
• Will support the Principal Service Manager with the development of the annual Operation and Maintenance budget submission
• Will contribute to and support the system documentation for operation, maintenance and training is updated in accordance with system evolution
• Managing contractor support resources and acceptance of services of contractors
• Will provide input to the Principal Service Manager for the Quarterly SLA report
• Will provide input and recommendations to the SLA Change management process
• Assessment of manpower and O&M budget requirements
• Will provide support to project managers as required through the project development, delivery and transition into service phases
• Deputize for higher grade staff, if required
• Performs other duties as may be required