Service Delivery Manager Support / Agreement Management

· Bachelor’s degree in a relevant field with 2+ years of experience OR 6+ years of relevant experience without a degree
· Proven experience of service or project management including resource management (people, budgets, time, etc.) in a training environment
· A recognized formal Project Management qualification, such as PRINCE2 or PMP. The lack of formal qualifications can be compensated by the demonstration of expertise and experience in the domain
· Prior experience of Agile project management
· Prior experience of Business Development
· Excellent Microsoft Office skills and in particular advance Microsoft Excel skills

Desirable Qualifications/Experience:
· Practical experience in working for other NATO agencies or organizations
· Prior experience of working in an international environment comprising both military and civilian elements
· Prior experience in engagement techniques, survey management and data analysis
· Knowledge of NATO responsibilities and organization, including ACO and ACT
· Excellent understanding of NCI Agency processes and procedures relating initiating and staffing projects in the NCI Agency (E.g. Customer Request Forms, Request to Proposals, Price Proposals, EBA, etc.)
· Evidence of prior experience and in-depth knowledge of the ServiceNow Project Management tool
· Prior experience and in-depth knowledge of the NCI Agency Enterprise Business Applications (EBA)
· Prior experience of the NCI Agency Training Management System (TMS)
· Prior experience in JIRA
· Prior experience in MS VISIO
· Prior experience of Business Relationship Management
· Prior experience of Design & Creative Thinking
· Prior experience of Lean 6 Sigma principles

DUTIES/ROLE:
· Agreement Management
ü Support the annual cycle set of activities from demand collection to agreement production: Price Proposals (PP), Operational Level Agreements (OLA), Service Support Training (SST) agreement etc.
ü Analyse customers requests
ü Create agreement amendments, and manage their internal staffing
ü Annually review agreement template wording and propose enhancements
ü Continuously seek improvement of processes, particularly Resource to Proposal (R2P) process
ü Support gradual transition to product management
ü Monitor budget uploads and their execution
ü Produces and generate agreement status reports and support dashboards creation and their maintenance
· Support to service delivery management of Education and Individual Training (EIT) Service
ü Support standardization and automation based on available internal tools (SNOW, EBA, TMS)
ü Contribute to Training Management System (TMS) enhancements
ü Contribute to weekly service delivery coordination meetings, daily stand-ups and ad-hoc sprints
ü Contribute to Lesson Learned register
ü Continuously seek and propose improvements towards efficiency, effectiveness and excellence in customer service
ü Act as a knowledge hub in AOR and support other Service Delivery Managers
· Customers and stakeholders engagement
ü Develop and maintain the knowledge of Customers portfolio, Catalogue listed products, regulatory frameworks, directives, policies, internal processes, and terms and conditions in order to provide cohesive service/response to customers
ü Act as the focal POC, both externally and internally on agreement aspect
ü Analyse Customer requests, respond customers’ e-mails and phone calls in timely manner as per the given targets
ü Contribute to development and maintenance of customer personas and customers journey mapping
ü Develop and maintain good and long-lasting relationship with customers
ü Monitor and process Customer Mutual Agreements (CMAs) requests
ü Monitor agreements status, execution weekly and provide reports and updates to the stakeholders and customers
ü Contribute to Academy customer engagement activities (conferences, workshops, meetings)
ü Contribute to quarterly and annual customer survey development, analysis and reporting
ü Maintain relevance of NCI Academy Catalogue, webpage and other customers facing platforms within AOR
ü Develop and maintain new Training Coordinator and new Customer on-boarding package
ü Contribute to development of leaflets, instructional brochures and instructional videos
ü Represent PSPB and deliver briefs and presentation to customers as required
ü Lead coordination and distribution of e-Newsletter to Customer, this may include critical deadlines, actions, changes and course updates, as well as marketing aspects
ü Contribute to marketing strategy and communication plans
· Control Data accuracy support
ü Regularly check Training Management System data accuracy and functionalities to assure accurate customers and service delivery manager facing outputs
ü Take instant corrective course of action when incorrect data, mal-functionalities of internal tools spotted and liaise with team in charge for the earliest resolution