Senior Service Manager

· 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: contingency planning and implementation; budget planning, preparation, and execution; Managing small scale projects for the implementation of CIS services related to network monitoring and network performance management services; Managing, leading, and mentoring a team
· Experience in roles with requirement to display report writing and presentation skills

Desirable Qualifications/Experience:
· 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